Custom Audio file can be stored in Static Resource and configured in Phone Service Channel or Presence Configuration to change Omni-Channel audio for Salesforce Service Cloud Voice. Create a Salesforce Static ....
"Real-time and post-call analytics" should be enabled on the "Set recording and analytics behavior" Contact Flow element for real-time transcription in Salesforce Service Cloud Voice with Amazon Connect. If the ....
To have transcription in Salesforce Service Cloud Voice, the languageCode must be set, "Start media streaming" element should be invoked and finally the "kvsConsumerTrigger" lambda function should be invoked. The ....
To make Outbound Calls from Salesforce using Amazon Connect, following configurations have to be completed. 1. Go to Amazon Connect in AWS Console. You should login using the root user ....
Using lightning:workspaceAPI and force:serviceCloudVoiceToolkitApi can be used to focus Voice Call records tab for Salesforce Service Cloud Voice Outbound Calls when made by the agents. Sample Lightning Component: Component: <aura:component ....
Store customer input from Amazon Connect can be used to get the customer input and Set contact attributes can be used to populate or pass or store the customer entered ....
In InvokeSalesforceRestApiFunction Lambda, queryRecord method can be used to fetch or query custom object records in Salesforce. If you haven't setup the Connected App and Amazon Variables, please check this ....
1. Go to App Manager in Salesforce Setup. 2. Find the Connected App used for Service Cloud Voice and select the Manage option. 3. Update the Custom Attributes for https://aws.amazon.com/SAML/Attributes/RoleSessionName.
Using Service Cloud Voice LWC Toolkit API Events, we can perform actions using Lightning Web Component. Sample Code: HTML: <template> <lightning-service-cloud-voice-toolkit-api> </lightning-service-cloud-voice-toolkit-api> </template> JavaScript: import { LightningElement } from 'lwc'; ....
In InvokeSalesforceRestApiFunction Lambda, updateRecord method can be used to update records in Salesforce. If you haven't setup the Connected App and Amazon Variables, please check this https://www.infallibletechie.com/2022/11/how-to-test-salesforce-soql-from-aws-invokesalesforcerestapifunction-lambda-function-in-the-aws-console.html Sample Payload to ....
