Summary

There has been a lot of work to get your call center to this position in the book. This chapter covered some of the heaviest lifting from a technology perspective. The ability to create, copy, and import contact flows are central knowledge points for operating Connect. We touched on how to configure many of the most common components in contact flows as well.

By completing this chapter and the exercises, you are well on your way to understanding how you can operate Connect for base functionality. In truth, if you don't have a complex call-center need, this chapter might be all you need to make it operational. However, even if that is the case, I hope you continue to follow along and increase your skillset.

In the remainder of the book, we will create the more advanced features that provide many of the benefits we discussed in Chapter 1, Benefits of Amazon Connect. In the next chapter, we will start by creating Lex bots that allow us to capture human speech and convert...