Select the Edit button or link for your softphone record. In the quick search box on the left navigation panel, type in “Softphone Layouts”.In your Salesforce instance, navigate to your setup menu.Amazon Connect CTI Adapter v5 for Salesforce LightningĬonfigure your Salesforce Softphone Layouts.These instructions assume a working knowledge of Amazon Connect and Amazon Connect Salesforce CTI Adapter.įor details on how to perform administration tasks with either component, please read: Administrator access to CTI Adapter configuration.A Salesforce domain with the Amazon Connect CTI Adapter version 5 or newer installed.Automate the creation of a call log at the end of an interactionįor this walkthrough, you should have the following prerequisites:.Automate new or existing case screen pop.Automate a search and screen-pop contact for chat.Automate a screen pop for a voice contact by phone number.Access the CTI flows in your Salesforce domain.Configure your Salesforce Softphone Layouts.The high-level steps for this solution are: You can find more sample CTI flows in the Amazon Connect CTI Adapter v5 for Salesforce Lightning documentation.Įxplanation and details about the action blocks used in each sample flow are provided for all use cases. Automatic creation of a call log at the end of an interaction.Open an existing case or create and open a new case based on contact attributes.Search and screen-pop contact for chat by any of the contact attributes available with the chat request: email address, phone number, customer name.The phone number may be customer caller ID or any other phone number that pertains to the customer account. Screen-pop a voice contact by phone number.This solution focuses on the following four typical customer use cases: You also build visual scripts that help streamline your agent workflows for some typical use cases. In this blog, you learn how to combine contact flows with Salesforce CTI Adapter CTI Flows. CTI flows is a graphical user interface similar to the Amazon Connect contact flows that allows you to automate contact search, leverage Salesforce APIs to create cases or tasks, and log interaction details without writing any code. Starting with version 5, the Amazon Connect CTI Adapter for Salesforce introduced the concept of CTI flows. Many applications offer the ability to automate the agent workflows, however, this is an esoteric task that requires specialized coding skills. Automate agent workflows with Salesforce CTI Adapter CTI Flows
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