Connect Contact Flow Builder

A JavaScript DSL and CLI tool for generating Amazon Connect Contact Flow configurations.

Installation

# Install with npm
npm i --save-dev connect-contact-flow-builder

# ...or with yarn
yarn add -D connect-contact-flow-builder

Usage

First, define a Contact Flow:

simpleGreeting.js

const { PlayPrompt, DisconnectHangUp } = require('connect-contact-flow-builder');

module.exports = (companyName) => {
  const mainNode = new PlayPrompt({
    text: `Welcome to ${companyName}!`,
  });
  const disconnect = new DisconnectHangUp();
  mainNode.setSuccessBranch(disconnect);

  return mainNode;
};

Then, run build-contact-flow to generate a configuration JSON:

build-contact-flow "My simple flow" simpleGreeting.js  "My Company" > simpleGreeting.json

Finally, import the generated JSON into Connect:

API

See API.md.

Support Table

Interact

Class	Implemented?	Original name	Description
PlayPrompt	✔️	Play prompt	Delivers an audio or chat message.
GetCustomerInput	❌	Get customer input	Branches based on customer intent.
StoreCustomerInput	✔	Store customer input	Stores numerical input to contact attribute.
HoldCustomerOrAgent	❌	Hold customer or agent	Places a customer or agent on or off hold.
StartMediaStreaming	❌	Start media streaming	Starts streaming media to Kinesis.
StopMediaStreaming	❌	Stop media streaming	Stops streaming media to Kinesis.

Set

Class	Implemented?	Original name	Description
SetWorkingQueue	✔	Set working queue	Specify the queue that the contact will be transferred to.
SetContactAttributes	✔	Set contact attributes	Define and store key-value pairs as contact attributes.
ChangeRoutingPriorityAge	❌	Change routing priority / age	Alters the priority of the contact in queue.
SetLoggingBehavior	❌	Set logging behavior	Enables or disables Contact Flow Logs.
SetRecordingAndAnalyticsBehavior	❌	Set recording and analytics behavior	Specify call recording behavior and set up speech analytics. You must set up recording to use speech analytics.
SetHoldFlow	❌	Set hold flow	Specify the flow to invoke when a customer or agent is put on hold during phone call.
SetCustomerQueueFlow	❌	Set customer queue flow	Specifies the flow to run when a customer is transferred to a queue.
SetWhisperFlow	❌	Set whisper flow	Specifies the whisper played to a customer or agent for inbound and outbound calls.
SetDisconnectFlow	❌	Set disconnect flow	Specifies which contact flow to run when a customer remains on the call after the agent disconnects.
SetCallbackNumber	❌	Set callback number	Specify an attribute to set the customer callback number.
SetVoice	❌	Set voice	Specify the language and voice that the customer hears during text-to-speech interactions.
GetQueueMetrics	❌	Get queue metrics	Loads queue metrics for flow to use

Branch

Class	Implemented?	Original name	Description
CheckQueueStatus	❌	Check queue status	Check the amount of time the oldest contact has been in queue, or the queue capacity, and branch accordingly. If no match is found, the contact is routed down the No Match branch.
CheckStaffing	❌	Check staffing	Branches based on whether agents are available, staffed (for example, available, on call, or after call work), or online.
CheckHoursOfOperation	❌	Check hours of operation	Checks the hours of operation, then branches based on whether it is in hours or out of hours.
CheckContactAttributes	✔	Check contact attributes	Branches based on a comparison to the value of a contact attribute.
DistributeByPercentage	❌	Distribute by percentage	Routes customers randomly based on specified percentage.
Loop	❌	Loop	Repeats the looping branch for the specified number of times. After which, the complete branch is followed.
Wait	❌	Wait	Waits for a specified period of time, and optionally for specified events. This block is supported for chat only.

Integrate

Class	Implemented?	Original name	Description
InvokeAWSLambdaFunction	✔	Invoke AWS Lambda function	Makes a call to AWS Lambda and optionally returns key/value pairs, which can be used to set contact attributes.

Terminate / Transfer

Class	Implemented?	Original name	Description
DisconnectHangUp	✔	Disconnect / hang up	Disconnects the interaction.
TransferToQueue	✔	Transfer to queue	Ends the current contact flow and places the customer in queue.
TransferToPhoneNumber	✔	Transfer to phone number	Transfers the customer to a phone number.
TransferToFlow	❌	Transfer to flow	Ends the current flow and transfers the customer to a flow of type contact flow.

License

This software is MIT licensed.