When a customer calls a number that you have claimed in your Amazon Connect instance, a contact flow is executed to drive the customer experience.

This solution uses Amazon S3 to store pre-recorded prompts which will we be utilized by “Prompt” blocks in Amazon Connect contact flows. This will allow you to programmatically select prompts to be played based on customer journey, selections, or stored preferences like language, support or sales paths, or menu options presented. This will allow customers to upload prompts in a folder structure based on language (shown) or line of business. The screenshots below show a simple file structure based on language, for storing prompts in Amazon S3.

Attribute to populate S3 URI or Object URLīelow we will walk you through how to configure permissions and contact flows in order to use this new feature.

There are three supported ways to reference these files to play via the play prompt block in the contact flow editor: Additionally, storing the prompts in Amazon S3 allows for structured file storage based on languages or Line of Business separation. This allows customers to access their files directly from Amazon S3, our simple object storage in the cloud, to play these prompts. Amazon Connect has added the ability to play prompts directly from Amazon S3 without loading them through the admin user interface to help with these cases. For example, customers with a massive library of pre-recorded prompts for specific languages, or in a voice they use consistently to represent their brand. This works well for the majority of customers however, some need to use prompts without going through the Amazon Connect admin user interface for various reasons.

Amazon Connect, our cloud contact center on demand, allows playing prompts uploaded to the Amazon Connect instance, or playing dynamic TTS prompts (Text to Speech) using Amazon Polly.

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