CODEWITHSUNDEEP
servicenowamazon-connectservicenow-client-scriptscontact-center
Raja
Raja

Reputation: 21

How to integrate Main call flow with service now inbound flow in Amazon connect

Please help me

Use case : I have main call flow(IVR) , in that 3 options are there. AND I have a service now inbound flow which is exported from service now and imported to Amazon connect.

Challenge: phone number connected to main call flow. Whenever the customer calling, main call flow triggered.

From this how the same call routed to service now.

Please help

Thank you in advance

Upvotes: 0

Views: 50

Answers (1)

kalidindi sridhar varma
kalidindi sridhar varma

Reputation: 11

From main flow introduce a get customer input block in that use DTMF(press 1 for this , press 2 for that) after that add intent to that block (1,2,3) now you will get three options in your block based on user input connect this to transfer to flow block(suppose we ask user to press 1 to connect to services and if they press 1 connect this 1 to transfer to flow block where you mention target flow as services now flow) alternatively you can use lex bot to capture intent of customer and route it accordingly

More info can be found in AWS documentation....

Upvotes: 0

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