Integration · Phone and contact center
AI agents for Amazon Connect
Place outbound calls and create tasks through an Amazon Connect contact center's flows, end contacts, look up a contact and set its attributes, list queues, agents and flows, and read live queue numbers.
- Actions
- 9
- Read
- 5
- Write
- 4
Actions
What your agents can do in Amazon Connect
Place outbound calls and create tasks through an Amazon Connect contact center's flows, end contacts, look up a contact and set its attributes, list queues, agents and flows, and read live queue numbers (agents online and available, contacts waiting), signed with an AWS access key.
Read 5
Look things up. Nothing changes.
Get a contact
Gets one contact (call, chat or task): Contact with Id, Channel, InitiationMethod, InitiationTimestamp, DisconnectTimestamp, DisconnectReason, QueueInfo, AgentInfo.
List queues
Lists the instance's queues, standard (where contacts wait) by default.
List agents
Lists the instance's users (agents, supervisors and admins).
List contact flows
Lists the instance's flows, optionally of one type (CONTACT_FLOW for inbound and outbound calls and tasks).
Get live queue numbers
Reads real-time numbers for up to 100 queues: agents online, available, on a contact and in after-contact work, contacts waiting in queue, and the age of the oldest waiting contact in seconds.
Write 4
Create, change or send.
Place an outbound call
Calls a customer's phone number and runs a contact flow on the call (for example one that plays a message or puts the caller in a queue for an agent).
Create a task
Creates a task contact that a flow routes to an agent like a call, for follow-ups such as "call the customer back about order A-1001".
Set a contact's attributes
Adds or changes custom attributes on a contact (text values flows, agents and reports can read), like a ticket number or a disposition.
End a contactDeletes data
Ends a contact in progress: hangs up a call, closes a chat or task.
A person can approve first
Any write action can be set to wait for a person's approval before it runs, so an agent asks before it changes anything. Actions that delete data ask first by default.
Connection
How it connects
Connect it once in the console, then give it to the agents and workflows that need it.
Enter the sign-in details Amazon Connect gives you for its API.
What you enter
- Access key ID
- Secret access key
Settings
- Region
- Instance ID
Kept safe
- Credentials are stored encrypted with your organization's own keys.
- They are opened only by the process that makes the call, at the moment it runs, and never go into a prompt or the browser.
- Calls go only to the tool's own servers.
Ideas
Ideas to start with
Starting points made only from the actions above. Mix them with any other tool your agents can use.
- 01
Ask about your Amazon Connect data
Ask a question in plain words. The agent can get a contact, list queues or list agents in Amazon Connect, then answers with what it found.
- 02
Let an agent update Amazon Connect
Have the agent place an outbound call or create a task in Amazon Connect as part of a larger task. Turn on approval and a person signs off on each change first.
- 03
Work from your CRM
Give one agent HubSpot and Amazon Connect: it can search contacts in HubSpot and place an outbound call in Amazon Connect in the same run.
Works well with
More Phone and contact center tools
- Aircall8 actionsRead your Aircall calls, add notes to them, look up and create shared contacts, and send SMS from an Aircall number into the agents' conversation.
- Dialpad9 actionsRead Dialpad calls with their recordings, transcripts and AI moments, look up users and contacts, send SMS from a Dialpad number, and start outbound calls that ring a user's Dialpad devices.
- RingCentral5 actionsSend SMS from your RingCentral numbers, read your text messages and check their delivery, and read your call log, signed in as a RingCentral user.
- Talkdesk8 actionsLook up Talkdesk contact-center users and contacts, read call recordings and scheduled callbacks, and put a caller into a callback queue, with the account's own Talkdesk OAuth client.
- Vapi7 actionsLet an agent make phone calls with Vapi voice assistants: call a person now or at a scheduled time with one of your assistants, then read the call's status, transcript, recording link, summary and structured results.
- Bland AI8 actionsLet an agent phone or text people with Bland AI: place an AI phone call with a task in plain words.
FAQ
Amazon Connect and MyDeepAgents
Can MyDeepAgents connect to Amazon Connect?
Yes. The Amazon Connect connector has 9 actions: 5 read and 4 make changes. Your agents can call them as tools, and your workflows can run them as steps.
How do I connect Amazon Connect?
Enter the sign-in details Amazon Connect gives you for its API. You'll need: Access key ID and Secret access key. The connection also asks for: Region and Instance ID. Credentials are stored encrypted with your organization's own keys and are opened only at the moment of a call.
Can an agent change data in Amazon Connect without asking?
Only if you let it. Each of the 4 actions that change data can be set to wait for a person's approval before it runs, and the one that deletes data asks first by default.
Can I use Amazon Connect in workflows as well as agents?
Yes. Every Amazon Connect action also works as a step in a workflow, and the same connection serves your agents and your workflows.
Early access
Put Amazon Connect to work
Connect it in a few minutes, give an agent the actions it needs, and decide which changes wait for a person.