How to Call Omni-Channel Flows in Salesforce Voice with Amazon Connect

This guide assumes that you have already created and activated an Omni-Channel flow and obtained a phone number in Amazon Connect.

1. (Salesforce) Set the Omni-Channel flow in the Contact Center settings Associate your phone number with the Omni-Channel flow in the Contact Center Channels section. In the Contact Center Channels section, click Add and configure the following:

• Channel Name: Your choice

• Phone Number: The number to associate with the Omni-Channel flow

• Routing Type: Omni-Channel Flow

• Omni-Channel Flow: Select the target flow

• Fallback Queue: Specify a queue to route calls to if the Omni-Channel flow encounters an error

2. (Amazon Connect) Configure the Contact Flow In the Contact Flow triggered upon an incoming call, call the InvokeTelephonyIntegrationApiFunction Lambda function. Use the following arguments when calling the Lambda function:

• (Required) methodName: executeOmniFlow

• (Optional) flowDevName: API name of the Omni-Channel flow to call

• (Optional) fallbackQueue: API name or ID of the Salesforce fallback queue

• (Optional) flowInput-XXX: Input variables for the Omni-Channel flow (not required if the flow has no input variables)

If flowDevName and fallbackQueue are not specified, the values configured in the "Contact Center Channels" section (Step 1) will be used.

For implementation reference, see the AWS Lambda function block in the Sample SCV Omni-Channel Subflow - Basic Routing With Case Creation, which is deployed by default when creating a contact center.

Once configured, save and publish your contact flow.