Amazon Connect
Support customers through phone calls using Amazon Connect.Articles
Integrate voice with Amazon Connect
The Amazon Connect integration allows your organization to support customers over the phone by providing a full view of that customer's history as soon as an agent picks up the phone. Once the integration is complete, you can take Amazon Connect calls from within the Kustomer platform.Amazon Connect supports you in creating multiple instances based on your business needs. For example, you may want to have separate contact centers in multiple locations to provide more global support for your customers. You can add up to 5 Amazon Connect instances to your Kustomer organization.Note: The ability to connect to more than one instance in Kustomer is currently in beta access.Who can access this feature?User typesAdmins can access Voice Settings.Any user can be configured to see voice call bar controls.Teams and Users that have their permission set defined as Read/View & Create on all customers and Read/View & Create & Update on all conversations. For more information, see Best practices for permission sets.In this articleHow does Amazon Connect work with Kustomer?Add your Kustomer URL to Amazon ConnectInstall the Amazon Connect appConfigure voice settingsUser statuses and Amazon ConnectGive users access to Amazon Connect in KustomerSign in to Connect as a userSound and connectivity configurationsConnect network configurationCall recordingsUse Kustomer data in Amazon Connect contact flows (IVRs)How does Amazon Connect work with Kustomer?The Amazon Connect app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. All calls made or received in Amazon Connect are recorded within Kustomer in the customer's timeline. Here, you will be able to see if a call is coming in, in progress, or completed, along with call details such as phone number and the length of the call. Kustomer can create new customers and conversations from the calls. If an existing customer calls you, Kustomer will create a new conversation on their timeline. When an agent takes a call on Amazon Connect, a message is created in Kustomer that includes the following data:Connection type (inbound, outbound)External ID to the conversationPhone numberDialed numberHere is an example of the message object created in Kustomer for an Amazon Connect call:{ connectionType: 'agent' | 'inbound' | 'outbound' | 'monitoring'; conversationExternalId: string, externalId: string, originalExternalId: string, phoneNumber: string, dialedNumber: string, isInbound: boolean, isCallback: boolean, Queue: string, service: 'amazon-connect', attributes {key: {name: string, value: string}}, };The attributes key contains a map of attributes that Amazon Connect populates with Amazon Connect Contact Attributes. You can add more data points to this key via Amazon Connect flows. Once added, Kustomer will listen for these attributes and include them in the meta for each message sent from Amazon Connect to Kustomer. For more information on creating a new flow, see this article.Add your Kustomer URL to Amazon ConnectYou must add your Kustomer organization URL as a trusted URL in your AWS console settings. This is not the same as your Amazon Connect account settings.To add your Kustomer organization:As an Amazon Connect Admin with Property permissions, go to https://console.aws.amazon.com/connect/.Select the Amazon Connect instance you want to set up. Go to the Approved Origins section in the side panel and select Add domain.Enter your organization’s base URL as an origin (for example, https://acme.kustomerapp.com) and select Add domain.Your Kustomer organization is now listed on the Approved domains page.Install the Amazon Connect appTo integrate Amazon Connect with Kustomer, install the Amazon Connect app from within the Kustomer App Directory.Go to Apps, search for Amazon Connect, and select Install.Review the terms and select Install App.Configure voice settingsOnce the Amazon Connect app is installed, you must configure voice settings to start receiving voice calls. To proceed, you will need the instance alias of your Amazon Connect account. To configure your voice settings:Go to Appsand select Amazon Connect in the sidebar.Select for the instance you are configuring.Enter a title for the instance you are setting up. This name is internal and helps you identify the instance.Select the domain your Amazon Connect instance is hosted on from the Amazon Connect access URL drop-down menu.Enter the instance alias for your Amazon Connect account in the Amazon Connect instance alias box. For example, if your Amazon Connect URL is acme.awsapps.com/connect, your instance alias is acme.Note: If your Amazon Connect login page differs from the standard login screen—for example, a SSO login page—you can override the default Amazon Connect login page using the Custom login URL setting.Select Save Changes. Your new instance is shown on the Amazon Connect page. If you have beta access to the feature, you can add up to 5 instances by selecting Add Instance and entering those details. User statuses and Amazon ConnectYou can sync user statuses so that users only need to make one update in Kustomer. This will require you to create statuses in Amazon Connect and Kustomer before they can be linked on the Settings page.For example, once statuses are linked, users who take a phone call will be placed in a Busy state, which means they are available but on a call. While in a Busy state they will not be routed any work from a Kustomer queue. For more information, see Sync Amazon Connect statuses to Kustomer.Give users access to Amazon Connect in KustomerUsers can use the Amazon Connect controls inside of Kustomer only after being added to a team with the Amazon Connect setting turned on. To give a team access to Amazon Connect:Go to Settings> Users > Teams.Create a new team, or select Editfor an existing team.Go to the Routing profile tab.Turn on the Route conversations and tasks to this team toggle if not already done.Select the Amazon Connect instance you are giving this team access to from the Third-party voice queues drop-down menu.Select Save Changes. All users who are members of this team will instantly have the Amazon Connect control bar enabled at the bottom of their Kustomer window.Sign in to Connect as a userIf a user is already signed into their Amazon Connect account, that account will be matched to the user they're signed in as inside Kustomer. If a user is not signed into Amazon Connect, they must sign in before they can set their status as available within Kustomer.To log in to Connect:Select Log into Voice Service in the user toolbar.Once signed into Connect, change your user status to Available to start receiving calls immediately.Sound and connectivity configurationsTo use Amazon Connect, you must be connected to the internet and allow your browser (Chrome or Firefox only) to have access to your sound and microphone. If either of these configurations is not set up correctly, you will not be able to receive calls. For more information, see Amazon Connect sound and connectivity configurations.Call recordingsAmazon Connect lets you set up contact flows and record calls between users and customers. You'll need to ensure this is configured properly in Connect so it can be accessed within Kustomer.Users cannot listen to calls within a voice conversation on a customer timeline unless they can access Call Recordings in their Amazon Connect Security Permissions. These permissions are not granted by default to users within Amazon Connect.Use Kustomer Data in Amazon Connect contact flows (IVRs)With the Amazon Connect integration, you can dynamically insert customer data, conversation data, and custom object data (for example, order data) inside of your contact flows. There are many ways this could be valuable for automation, but here are a few examples:When a customer calls in, use their phone number to automatically look up a custom attribute (for example, "medallion status") in Kustomer and branch them to a special queue based on the value.Automatically tell a customer the current status of their most recent custom object (for example, shipping status of an order, or flight status).Check to see if they have an existing open conversation (case) in Kustomer, and if so, append the call to an existing omnichannel conversation (rather than create a completely new conversation).For more details on configuring this feature, see Amazon Connect: Integrate Kustomer data into your IVR using Lambdas.Amazon Connect sound and connectivity configurations
In order to use Amazon Connect, you must be connected to the internet and allow your browser (Chrome or Firefox only) to have access to your sound and microphone. If either of these configurations is not set up correctly, you will not be able to receive calls.Poor internet connectionAmazon Connect requires an internet connection to work properly. If your wifi or internet experiences connectivity issues, you will see the following alert along your Kustomer toolbar.Once your internet connection is reestablished, Amazon Connect will work.Incorrectly configured sound settingsYou must allow your browser to have access to your microphone to use Amazon Connect. If your microphone access is blocked, you may encounter an issue where you can hear the customer, but they will not hear you. If your microphone access is not set up correctly, you will see the following alert along your Kustomer toolbar.To resolve this issue, you must go to your browser settings and allow your browser to access the microphone. For information on how to do this, please visit your browser's help center. Some customers may also need to allow their browser to let Kustomer access sound and camera for Connect to work properly. You can find instructions for this at Google Chrome Help: Change site settings permissions. (Please select Allow for Sound, Microphone, and Camera.)Allow your Kustomer URL to play sounds in your browserYou may need to add your Kustomer URL to the allowed list in your browser to ensure that sound works properly. You can find instructions for this at Google Chrome Help: Choose your privacy settings. Once on the Privacy and Settings page, select Site Settings and then select Sound. In the Allow section, select Add, enter your Kustomer URL, and select Add again. Your URL is now added and will be allowed to play sounds.Connect network configurationIt's important to note that your network configuration can impact Amazon's ability to properly send call data to your Agents. The Kustomer instance listens into the data stream to provide Agents with a pre-created conversation, and screen pop. If you experience issues where some calls are not able to be answered, or when you the answer the calls are no longer available, it's important for you to contact your Amazon Support representative and your IT team. It's possible that your office network is not properly configured to allow call traffic to flow as a priority, or that you are blocking IP addresses Amazon rotates through. The misconfigured network would also be responsible for any errors in the CCP related to "soft-phone failure error".For information on Amazon Connect's minimum system requirements, see Workstation Requirements for the CCP.Please see the following Amazon documentation for more information:Amazon Connect - Set up your networkAmazon Connect - Troubleshooting Issues with the Contact Control Panel (CCP)Amazon Connect - Administrator GuideSync Amazon Connect statuses to Kustomer
In order for Amazon Connect statuses to work within Kustomer and properly identify whether an agent is available, you must sync their statuses to each other. Who can access this feature?User typesAdmins can access Amazon Connect page.In this article:PrerequisitesSync Amazon Connect statuses to Kustomer(Optional) Map custom statuses for capacityPrerequisitesYou must have the Amazon Connect integration installed in your Kustomer app before syncing statuses. For more information, see Integrate voice with Amazon Connect.Sync Amazon Connect statuses to KustomerTo do this, map the Connect Statuses to Kustomer Statuses in the Amazon Connect settings page. For information on creating Kustomer Statuses, see User Statuses.To sync statuses:Go to Appsand select Amazon Connect.Select the Statuses tab.If you are not currently signed into Connect you will be prompted to do so.Find the Connect statuses that are set to Unlinked and link them to an available Kustomer status. Custom Statuses can only be mapped 1:1.(Optional) Map custom statuses for capacityThe Available status in Kustomer also offers sub-statuses to denote agents who are at capacity or partial capacity. This allows you to change call routing behavior depending on your agents' current conversation load. For example, if an agent is set to Available status but is already occupied with conversations, you can use custom status mapping to avoid routing voice calls to them. By default, this functionality is disabled, and available agents will be routed calls, regardless of their current capacity. You can enable capacity routing by creating custom statuses in Amazon Connect to correspond to the Available - At Capacity and Available - Partial Capacity statuses. You can decide what's best for your organization and map either of these statuses to meet your business needs.The Availability sub-statuses are defined as follows:Available: the user is available for routed work.Available - Partial Capacity: the user is available, but has one or more open conversations assigned.Available - At Capacity: the user is available, and has the maximum number of conversations assigned.Note: Conversation Capacity is set under the Routing Profile Settings.To add capacity statuses:As an Amazon Connect administrator, create the custom agent statuses in the Amazon Connect control panel.In Kustomer, go to Appsand select Voice.Select the Statuses tab.Map the custom Amazon Connect statuses to the Kustomer statuses as your organization desires.Amazon Connect troubleshooting
Kustomer’s Amazon Connect integration allows agents to interact with Amazon’s CCP all within Kustomer. This article outlines troubleshooting steps to follow when problems occur and what you can do to fix them.In this articleCheck your AWS console settingsCheck your browser settingsCheck your network settingsContact Kustomer supportCheck your AWS console settingsTo use Amazon Connect with Kustomer, your Kustomer organization URL needs to be added as a trusted URL in your AWS Console settings. If it isn’t, data won’t be ingested into Kustomer correctly. You can verify that your URL is allowed by following these steps.Check your browser settingsThe most common issues with Amazon Connect involve browser settings. You can run Amazon Connect’s Endpoint Test to check that your web browser is configured correctly.You will need to address any red X marks appearing in your results individually. If a red X mark appears under Mic, Cam, or Speakers, then these items most likely haven’t been turned on in your browser settings. You can follow these instructions to turn on microphone and sound access on Chrome, our preferred web browser. If a red X mark appears under Browser, then the browser version you are using is not supported. Amazon Connect is only supported on the last three versions of Chrome and Firefox and is not supported on Edge. Follow your browser instructions to update it to the latest version.Additionally, having multiple Kustomer tabs open at once along with a web browser’s cache and cookie settings can disrupt traffic between Kustomer and Amazon Connect. To continue troubleshooting, first ensure that you are only running Kustomer in one tab. Then, try clearing the cache and cookies on your web browser, and ensure that your cookie settings for both Kustomer and Amazon Connect are set to Allow.You can follow these instructions to check your cookie settings and clear your cache on Chrome.Check your network settingsIf your internet network is blocking traffic between Kustomer or Amazon Connect, then the integration won’t work correctly. Please ensure that the Kustomer and Amazon Connect domains listed in the linked articles have been allowed in your network settings.If you are using a VPN, try disconnecting from it, if possible. If the issue doesn’t occur when you aren’t connected to your VPN, then the problem is most likely coming from a VPN configuration issue and will require further support from your VPN provider.Amazon Connect is also easily affected by network latency, so a slow internet connection can cause many issues. Amazon Connect’s minimum network requirement is 100 Kbps bandwidth per connected workstation. You can test your device’s connectivity here. If your results fall below the minimum requirement, then you will need to reach out to your internet service provider for next steps on how to increase this speed.Contact Kustomer supportIf the issue is still persisting after following the above troubleshooting steps, the next best step is to reach out to our Kustomer Support team. To assist our team with your request, please include the following information:Detailed description of the issue including screenshots of any error messages you seeTroubleshooting steps that have already been triedNames of affected agentsScreenshot of the Endpoint Connectivity test resultsScreenshot of the network connection test resultsAmazon Connect call logsKustomer conversation URLs if applicableAmazon Connect: Integrate Kustomer data into your IVR using Lambdas
You can use Kustomer data in your Amazon Connect IVR contact flows to dynamically insert customer data, conversation data, and custom object data (for example, order information) inside your contact flows. There are many ways this could be valuable for automation, but here are a few examples:When a customer calls in, use their phone number to automatically look up a custom attribute, such as "medallion status", in Kustomer and branch them to a special queue based on the value.Automatically tell a customer the current status of their most recent custom object (e.g. shipping status of an order, or status of a flight).Check to see if they have an existing open conversation in Kustomer, and if so, append the call to an existing omnichannel conversation, rather than create a new conversation.Who can access this feature?User typesAll users with permissions to access Insight Cards.In this article:Install Kustomer Lambdas using CloudFormationUse Lambda functions in Amazon Connect Contact FlowsTest and push data liveInstall Kustomer Lambda Functions using CloudFormationBefore you get started, make sure you have already set up Kustomer and Amazon Connect independently. You will also need to be logged into your AWS console, and have permission to install CloudFormation templates.Use the AWS CloudFormation console to create a new stack and enter the following in the Template URL box: https://s3.amazonaws.com/kustomer-prod1-connect-lambda/kustomer.templateIn another browser tab, navigate to your Kustomer account and go to Settings > Security > API Keys.Select Add API Key and create a new key with the following properties:Name: Amazon Connect Lambda API KeyRoles: org.user.readExpires (in days): No ExpirationSelect Create, copy the API key, and store it in a secure location.Note: You will not have another opportunity to copy the key again once you close the window.Take the copied key value and navigate back to the AWS Create Stack page from Step 1. Paste this value in the API key field. Finally, select the acknowledgment box, and select Create.After the creation is complete, you should now have three new Lambda functions. These three functions allow you to look up a customer's:Record in Kustomer using their phone number.Last conversation using their customer ID. Last custom object using their customer ID and a Klass Name.Use Lambda functions in Amazon Connect contact flowsTo access your Kustomer data in your contact flows (IVRs) you need to use the Lambda functions that were just created. Before you do this, you should have a basic understanding of Amazon Connect contact flows.From your Amazon Connect account, go to the Contact Flows settings page in the Routing section. From here you can create a new contact flow or edit an existing contact flow. From the contact flow editor, create a new Invoke AWS Lambda function step by dragging it from the Integrate section of the left sidebar into the workspace.In this first example, we're going to use a lambda function to look up the customer by their phone number by using the KustomerGetCustomer lambda function we installed in the past section. To do this we'll need to get the Amazon Resource Name (ARN) of that lambda function. To get the ARN of any Lambda function in AWS, go to your Lambda settings, select the Lambda function, and copy the ARN value from the top right. Paste this into the function ARN input inside of the Amazon Connect contact flow.Directly following your newly-created Invoke AWS Lambda Function step, you'll want to add some handling to check if the Lambda successfully returned data. To do this, make a new Check contact attributes step, and verify that an id value was returned from the Lambda using the following settings:If the value is unknown you'll want to link that step to some sort of error handling. However, if the no match condition is met, a customer object was returned by the Lambda function. From here, you should store the customer's ID as a contact attribute in case you want to look up more customer information later. Create a new Set contact attribute step with the following settings:From here, you can use any of the attributes returned by the Lambda function in this contact flow. Here are some example customer attributes you can reference. For example, if you wanted to play a prompt to the customer that included their account data, you could do so using the Text To Speech setting in the Play Prompt step.To use the other two Lambda functions (KustomerGetKobjectFunction and KustomerGetConversationFunction) you'll need to pass along the function input parameters. The KustomerGetConversationFunction only needs the customerId contact attribute that was previously defined in step 5. However, to look up a KObject, you'll need to pass along a Klass attribute to specify which KObject class you're looking up:Here are some examples of Conversation Data and KObject data that are returned from the Lambda functions. Please note however that your data will always be different depending on your data in Kustomer.Test and push data liveAfter you save and publish your contact flow, you need to connect the flow to a test phone number in your account. To do this, go to the Routing section on the left navigation sidebar, and select Phone Numbers. Pick a phone number that you want to connect this contact flow to (either a test or live number). After selecting the phone number, change the Contact Flow / IVR used to your newly created Contact Flow:Before you call and test this contact flow, make sure there is a customer record in your Kustomer account that is connected to the phone number you're going to call from. The IVR will look up the customers by the value in the Phone Numbers record. Make sure this customer has at least one conversation or custom object on their timeline if you plan to use the KustomerGetConversationFunction or the KustomerGetKobjectFunction:
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