Page Comparison

Contact Flows are visual representations of how Amazon Connect routes calls. They look like flowcharts, and their blocks include actions like assigning a call to a queue, playing a message or hold music, requesting user input, etc.

Our current configuration of Amazon Connect uses the following contact flows:

• LAITS Call Introduction
  • The first place a calls goes. This plays a welcome message and sets various behaviors/variables before handing it off to another flow.

  • This is the flow to edit when we want to close the office for a meeting/event/emergency

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    MultiExcerptName Close Call Center
    To close the call center: Move the connector from the top Play prompt to the one below, as indicated. You will have to do this twice, once for each output from the previous step. Click the red square to edit the text-to-speech message as appropriate, be sure to include our email address. When the change has been made, click save and then publish in the top right. Once we're open again, reconnect the arrows to the top Play prompt, save and publish.

• LAITS Main Queue Flow
  • The heavy lifter. This flow does a lot - it checks our hours of operations and plays appropriate messages/solicits relevant input. It then routes the call appropriately
• LAITS Queue 
  • This flow handles the hold/waiting loop. It plays hold music and asks the customer if they'd like to receive a call back rather than waiting in queue
• LAITS Bot Chat
  • This flow handles chats initiated by the chatbot
• LAITS Basic Chat
  • This flow handles chats initiated by visiting chat.laits.utexas.edu