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You can add a session attribute when calling Lex from Connect https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html
the attribute you want to pass is $.Channel which will either be VOICE, CHAT, TASK. https://docs.aws.amazon.com/connect/latest/adminguide/connect-attrib-list.html
then in your dialogCodehook lambda, you can decide what string to use, with or without SSML as a response.
Couldn't you use conditional branching and use input mode $.inputMode = Speech | Text?
david
Using $.inputMode = "Speech" works. However, if the caller enters an account number using the keypad (DTMF) it fails. The inputMode changes to "DTMF" and I added another branch with a statement of $.inputMode = "DTMF" and it's still showing false in the logs. I also tried $.inputMode CONTAINS "DTMF" and that shows up as false as well.
"isTestWorkbenchTraffic": false, "inputMode": "DTMF", "conditionalEvaluationResult": { "conditionalBranchEvaluationResults": [ { "evaluationResult": false, "branchName": "Branch1", "expressionString": "$.inputMode = \"Speech\"" }, { "evaluationResult": false, "branchName": "Branch2", "expressionString": "$.inputMode CONTAINS \"DTMF\"" }, "conditionalEvaluationResult": { "conditionalBranchEvaluationResults": [ { "evaluationResult": false, "branchName": "Branch1", "expressionString": "$.inputMode = \"Speech\"" }, { "evaluationResult": false, "branchName": "Branch2", "expressionString": "$.inputMode = \"DTMF\"" },
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I was trying to do this without invoking a Lambda. If that's the only way, then I'll start down this path.
The general guidance for Connect to work with Lex in both voice and chat is to leverage Lambda, https://docs.aws.amazon.com/connect/latest/adminguide/one-bot-voice-chat.html Otherwise you will need to build two different bot, one for voice and one for chat, and in your Contact Flow to engage the voice bot or chat bot. But I would not recommend this as Connect/Lex with chat environment, you can return a specific payload to be more interactive https://docs.aws.amazon.com/connect/latest/adminguide/interactive-messages.html A blog with example is here https://aws.amazon.com/blogs/contact-center/easily-set-up-interactive-messages-for-your-amazon-connect-chatbot/ Therefore it is better to have a Lambda function with a single bot that handles both voice and chat.