Create inbound and outbound Amazon Connect contact flows

Create the inbound and outbound Amazon Connect contact flows to set up IVR (Interactive Voice Response).

Before you begin

Role required: admin

Procedure

1. Log in to your AWS account and select Contact Flows.

   1. Select the region where the Lambda function/LexBot was created.

      For more information see, Create an Amazon S3 bucket.

      Note: Ensure that the region that you selected matches across the Amazon Connect setup.

   2. In the Amazon Lex section, search and select your bot (for example: SN_CI_CC_LexBot) in the Bot drop-down, select SN_CI_CC_LexBot_Prod_Alias file from the Alias drop-down, and click Add Amazon Lex Bot.

   3. In the AWS Lambda section, search for your Lambda function (for example: SN_CI_CC_Process_Request) from the drop-down and click Add Lambda Function.

   4. Navigate to the Approved Origins section, click Add Domain to add your ServiceNow instance URL and click Add Domain.

      Note: Do not select the Enable Contact flow logs check box under the Contact flow logs section.

2. Log in to your Amazon Connect Instance as an Administrator.

   1. Hover over the Routing

2.  Click **Create new prompt**, upload a prompt file of your choice with `.wav` file extension, and click **Create**.

    **Note:** Ensure that the `.wav` audio file is no more than 10 seconds for optimal results.

3.  Hover over the **Routing**

4.  Click the drop-down next to Create contact flow button and select **Create customer queue flow**.

5.  On the Contact flow form, click the drop-down next to the Save button and select **Import flow \(beta\)**.

6.  On the Import flow \(beta\) pop-up screen, select a contact flow JSON file of your choice \(for example: SN\_CI\_CC\_Inbound\_Customer\_Queue\_Flow\) and click **Import**.

7.  After the JSON is uploaded, locate and click the **Loop prompts** tile.

8.  On the Loop prompts pop-up, select an audio file of your choice with the `.wav` extension \(for example: SN\_CI\_CC\_Inbound\_Prompt.wav\) from the Audio recording drop-down and click **Save**.

    **Note:** Ensure that the `.wav` audio file which you upload, does not exceed more than five-minutes duration.

9.  Click **Save** to save the Contact flow and click **Publish** to publish the Contact flow.

10. Navigate to **Routing** > **Contact flows**, click **Create contact flow** and import the SN\_CI\_CC\_Inbound\_Contact\_Flow JSON file that you downloaded from the [KB article](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1430643).

11. Locate and click the **Set customer queue flow** tile.

12. In the Set customer queue flow pop-up, select the customer queue flow from the drop-down \(for example: SN\_CI\_CC\_Inbound\_Customer\_Queue\_Flow\) and click **Save**.

13. Locate and click the **Invoke AWS Lambda function** tile.

14. In the Invoke AWS Lambda function pop-up, select the SN\_CI\_CC\_Process\_Request lambda function file from the drop-down, that you have already added at Step 1, C, and click **Save**.

15. Locate and click the **Get customer input** tile.

16. In the Get customer input pop-up, navigate to the Lex bot section and select the SN\_CI\_CC\_LexBot file from the Name drop-down and SN\_CI\_CC\_LexBot\_Prod\_Alias file from the Alias drop-down and click **Save**.

17. Click the **Play Prompt** tile next to the **Set Working Queue** tile.

18. In the Audio prompt drop-down, select the `.wav` file of your choice and click **Save.**

19. Click **Save** to save the Contact flow and click **Publish** to publish the Contact flow.

20. Navigate to **Channels** > **Phone numbers** and click **Claim a number**.

21. On the Claim Phone number form, select either the **Toll free** Country or the **DID \(Direct Inward Dialing\)** Prefix and select the number.

22. Provide a description of your choice in the **Description** field, select SN\_CI\_CC\_Inbound\_Contact\_Flow from the **Contact flow / IVR** drop-down, and click **Save**.

    You can edit the number description and also associate it with a new contact flow on the Manage Phone numbers page.

    After the number is published, customers can make a call and start conversations with the Virtual Agent.

For more information about creating a Contact Flow, see [Amazon Contact flow documentation](https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html).

For more information about creating Prompts, see [Create prompts](https://docs.aws.amazon.com/connect/latest/adminguide/prompts.html) in Amazon Connect documentation.

What to do next

Invoke an automated caller interaction with bots to fulfill the caller's request within the ServiceNow instance. For more information, see Configure a contact flow for an automated caller interaction.

Parent Topic:Configuring your AWS account for use with Conversational IVR