Theme
Amazon Connect
The Amazon Connect integration enables OmniBots to escalate conversations to live agents in your Amazon Connect contact center. Conversation context is passed as contact attributes, giving agents full visibility into the bot interaction before they pick up the call or chat.
Prerequisites
- An AWS account with an Amazon Connect instance provisioned
- An IAM user or role with permissions to the Connect API
- At least one routing profile and queue configured in your Connect instance
- Admin access to OmniBots Settings > Integrations
Configuring the Integration
1. Create IAM Credentials
Create an IAM user or role with the following permissions:
| Permission | Purpose |
|---|---|
connect:StartChatContact | Initiate chat-based escalations |
connect:StartOutboundVoiceContact | Initiate voice-based escalations |
connect:DescribeQueue | Fetch available queues for mapping |
connect:DescribeContactFlow | Validate contact flow references |
connect:GetContactAttributes | Read contact attributes after handoff |
2. Add the Integration in OmniBots
Go to Settings > Integrations > Add Integration and select Amazon Connect:
| Field | Description |
|---|---|
| Instance ID | Your Amazon Connect instance ID (found in the instance ARN) |
| Region | AWS region where your instance is hosted (e.g., us-east-1) |
| Access Key ID | IAM access key for API authentication |
| Secret Access Key | IAM secret access key |
| Contact Flow ID | Default contact flow to use for escalations |
Click Test Connection to verify that OmniBots can reach your Connect instance and list queues.
imageOmniBots Amazon Connect integration configuration form showing Instance ID, Region, Access Key ID, Secret Access Key, and Contact Flow ID fields with Test Connection button
TIP
For production deployments, use an IAM role with temporary credentials instead of long-lived access keys. Configure the role ARN in the integration settings and OmniBots will assume the role using STS.
3. Configure Contact Flow and Queue Mapping
Amazon Connect uses contact flows to control how interactions are handled after escalation. Map escalation categories to specific contact flows and queues:
| Mapping Field | Description |
|---|---|
| Default Contact Flow | Flow used when no specific mapping matches |
| Flow Mappings | Map intent or category values to specific contact flows |
| Queue Mappings | Map categories to specific Connect queues |
Handoff Node Configuration
In the flow builder, add a Handoff node and configure it for Amazon Connect:
- Select your Amazon Connect integration from the CCaaS Integration dropdown
- Choose the target queue or contact flow (or use a variable)
- Define contact attributes to pass to the agent
- Set the Timeout for agent availability before following the failure path
Contact Attributes Passed to Agents
OmniBots sets the following as Amazon Connect contact attributes:
| Attribute Key | Description |
|---|---|
ob_transcript | Full conversation transcript between user and bot |
ob_customer_name | Customer name if collected or identified |
ob_intent | Detected intent or escalation reason |
ob_channel | Originating channel (web, sms, whatsapp, voice) |
ob_session_id | OmniBots session identifier for traceability |
| Custom keys | Any flow variables marked for handoff in the node config |
WARNING
Amazon Connect contact attributes have a 32 KB size limit. If the conversation transcript exceeds this limit, it is truncated to the most recent messages. The full transcript remains available in the OmniBots conversation log.
imageAmazon Connect contact flow editor showing a flow with a bot escalation point that transfers to a queue with OmniBots contact attributes
Testing the Escalation
- Publish your bot with a flow that includes the Handoff node
- Start a conversation and trigger the escalation path
- Verify the contact appears in the Amazon Connect agent dashboard
- Confirm contact attributes display the conversation context
- Check the Connect contact flow logs if the escalation does not arrive
Troubleshooting
| Issue | Resolution |
|---|---|
| Connection test fails | Verify IAM credentials and ensure the Connect instance ID and region are correct |
| Queues not loading | Check that the IAM user has connect:DescribeQueue permission |
| Contact not created | Ensure the contact flow is published and the queue has agents in a routable state |
| Attributes missing | Verify the contact flow references the ob_* user-defined attributes |
| Timeout errors | Check network connectivity between OmniBots and the AWS region |