Flow block in Amazon Connect: Get stored content - Amazon Connect
DescriptionUse cases for this blockContact typesFlow typesHow to configure this blockFlow language representationError scenarios

Flow block in Amazon Connect: Get stored content

This topic specifies the flow block for getting stored content to be used within flows.

Description

Use this block to retrieve stored data from your S3 bucket when you need to make branching decisions in your flows. For example, this block can be used to access email message bodies stored in your Amazon S3 buckets. The following options are currently available for this flow block:

Email message (Plain text)

This block will download the plain text version of the email message present in your S3 bucket and store it on the $.Email.EmailMessage.Plaintext flow attribute. The email message content is downloaded as a plain text file and the maximum size supported is currently 32 KB due to the maximum size of flow attributes limits. Make sure to Enable email for your Amazon Connect instance before using this option.

Use cases for this block

This flow block is designed to be used in the following scenarios::

  • Use it with the Check contact attributes and Send message flow blocks to configure automated email responses and routing.

    • In the Check contact attributes block, for namespace, choose Email and for Key choose Email Message. Then, add conditions depending on your use case. For example, if you wanted to route to a specific queue any time an email message contained the word “Refund” (Note: keywords are case-sensitive).

    • In the Send message block, select an email template or type in a message to send the automated response.

Properties configuration in CheckContactAttributes

In the Check contact attributes block, for namespace, choose Email and for Key choose Email Message. Then, add conditions depending on the use case.

Contact types

The following table shows how this block routes a contact for each channel.

Channel Supported?

Voice

No

Chat

No

Task

No

Email

Yes

Flow types

You can use this block in the following flow types:

  • Inbound flow

  • Customer queue flow

  • Customer hold flow

  • Customer whisper flow

  • Outbound whisper flow

  • Agent hold flow

  • Agent whisper flow

  • Transfer to agent flow

  • Transfer to queue flow

  • Disconnect flow

How to configure this block

You can configure the Get stored content block by using the Amazon Connect admin website or by using the LoadContactContent in the Amazon Connect Flow language.

Flow language representation

The following code example shows how to use the LoadContactContent in the Amazon Connect Flow language.

{
      "Parameters": {
        "ContentType": enum "EmailMessage"
      },
      "Identifier": "string",
      "Type": "LoadContactContent",
      "Transitions": {
        "NextAction": "string",
        "Errors": [
          {
            "NextAction": "string",
            "ErrorType": "NoMatchingError"
          }
        ]
      }
    }

Error scenarios

A contact is routed down the Error branch if the flows services runs into any of the following error scenarios:

  • When using Email message (Plain text):

    • When the size of the email message in plaintext format is more than 32KB.

    • Amazon Connect is unable to download the email body from the S3 bucket. This may be due to the S3 bucket policy not being set up correctly (see Step 4: Enable email and create an Amazon S3 bucket), Amazon Connect does not have proper access to the S3 bucket (see Step 5: Configure a CORS policy), or there is no email message in plaintext format available on the contact.