Step-by-step Guides to set up your Amazon Connect agent workspace
In the Amazon Connect agent workspace, you can create workflows that walk agents through custom UI pages that suggest what to do at a given moment during a customer interaction. You can create workflows that give your agents screen pops and single page forms, or you can create detailed step-by-step guides that give your agents clear instructions on how to handle a particular use case. You can also customize the UI and the data that agents see.
To learn more about the possible UI configurations, see our interactive documentation
To learn more about the pricing of step-by-step guides, on the Amazon Connect pricing page
Overview
You create workflows for agents by a creating a flow that uses the Show view. The Show view block determines what View to render in the agent's UI. All pre-existing flow blocks can be used to create branching decision trees and send and receive data from external systems.
When using a flow with the Show view block to run the step-by-step guide, a separate chat contact is created in your Amazon Connect instance. This contact creates a unique CTR. If you also use a Set event flow block, the contact is associated with the inbound contact. Neither agents nor customers are aware of this underlying contact while interacting with the agent workspace or the Amazon Connect widget.
When mapping a view to a Show view block, you will be able to select from a list of pre-built Views. For more details and best practices on creating Guides, see Flow block in Amazon Connect: Show view.
Complex JSON Object support
The Show view block allows you to pass complex JSON objects between Amazon Connect agent workspaces and flows. Along with the Show view block, the Invoke AWS Lambda block is able to take JSON objects as input and output parameters. This allows you to pass larger quantities of data with fewer mapping steps required.
