0

in our service center application we use Amazon Connect CTI (AC). We want to pass a few attributes AC collects from the customer, such as phone number, consent, language etc. We are aware AC can pass them to Salesforce via record screenpops. However, in certain scenarios incoming call launches a screen flow where the agent can make choices before initiating a case or contact record.

Can AC current call attributes be made available to Salesforce, so Salesforce can pick them up when needed?

Alternatively, we thought storing incoming call attributes in a separate object each time there is an incoming call and querying it's records when needed. However, we couldn't figure out how to filter it for the exact record.

I would greatly appreciate any guidance that could steer us towards the correct path.

Improve this question

1 Answer 1

Reset to default
0

Yes you can use Attributes in the CTI Adapter record See here, I'm getting 5 attributes (be careful it's case sensitive) and those attributes are available to see for the agent in the Attributes screen screenshot

Any attributes you assign in AWS flow will be available to be used there

Refer to this documentation for more details: https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/cti-adapter/02-cti-attributes

Improve this answer
3
  • 1
    Attributes are only available in the Telephony app, however they are not accessible in any Salesforce context. We our final solution was to let Amazon Connect insert a custom object record in Salesforce each time an agent answers the call. We query those inserted records in a Flow to access the attributes we need. I wish the attributes were available to Salesforce.
    – Akif
    Commented Jun 20, 2023 at 15:10
  • @Akif - can you share your solution? Did you find a direct way? We are trying to create a custom CCP and likewise unable to get access to the customer profile attributes in our custom CCP even though they are defined in the Queue Flow.
    – Ennova
    Commented Sep 6 at 22:46
  • @Ennova - If you are using Amazon Connect CTI managed package, you can consume the attributes within CTI Flows in various ways. E.g: Screen pops, inserting records to Salesforce, or passing as arguments to Apex methods. Even if you are working on a custom solution, you should be able to do all of those through Open CTI. Developer documentation: Open CTI
    – Akif
    Commented Sep 16 at 22:41

You must log in to answer this question.

Not the answer you're looking for? Browse other questions tagged .