Amazon Connect

Learn to set up an Amazon Connect communication channel for your application in your NLX workspace

Prerequisites

Assigning this channel to an application requires both a one-time integration of Amazon Lex and Amazon Connect in your NLX workspace. Lex provides the natural language processing (NLP) layer that interprets user input, while Connect manages the telephony or chat experience.

Integrate Amazon Lex

Integrate Amazon Connect

For each new application in your workspace, complete the following setup. Afterward, all future deployments of your app will automatically sync to your Connect instance without additional configuration.

Add channel to app

1. Select Configuration tab of your application

2. Choose + Add channel under Delivery section > Choose Amazon Connect

3. Choose your Amazon Connect workspace integration from the Integration dropdown

Optional:

• Custom conversation timeout: Toggled OFF by default. Terminates call after defined time (in minutes) has passed when no user inputs are received

• Amazon Connect instance ID

• Fulfillment Lambda ARN: If provided, this overrides the Fulfillment Lambda ARN for the organizational-level Amazon Connect integration

• Region: The AWS region your Connect instance is deployed through

1. Click Create channel

2. Create an application build and deploy it

Configure Amazon Connect to use your NLX app

1. Log in to your AWS account and go to the Amazon Connect dashboard

2. Select your instance, then choose Flows from the Overview menu.

3. From the Bot dropdown, select your application's name followed by an _AmazonConnect suffix (e.g., MyApplication_AmazonConnect)

4. Under the AWS Lambda section, use the Lambda Functions dropdown to select the AWS Lambda Function created by your NLX integration

Import contact flow into Amazon Connect

1. Within NLX, go to your application's Deployment table. Click a deployed build

2. Choose Deployment tab in modal > Expand Amazon Connect under Setup instructions and click Download contact flow

3. A JSON file will be downloaded to your computer

4. Log in to your Amazon Connect instance > Select the Access URL under Access information in your Amazon Connect console

5. Select Contact flows from the menu > Click the Create contact flow button

6. Under the new contact flow, click the down arrow to the right of Save and select Import flow (beta)

7. Click the Select button to locate the JSON template downloaded to your computer. Select Import

8. The JSON file is imported into your Amazon Connect instance, and the contact flow may look something like this:

Contact flow in Amazon Connect instance

Optional: Assign a phone number

1. Open the Channels menu in Amazon Connect and choose Phone numbers

2. Click Claim a Phone Number > Select a Toll-free or Direct Inward Dialing (DID) number

3. Assign the phone number to the Contact Flow created