Amazon Connect Assistant

Overview

Procedureflow’s integration with Amazon Connect brings real-time visual guidance into the Amazon Connect agent workspace through Amazon Connect knowledge and agent assist experiences. The integration synchronizes Procedureflow flows with a custom knowledge base so relevant guidance can be surfaced to agents during customer interactions.

Using the Procedureflow API, the integration extracts flow content—including titles and shape text—to generate knowledge base articles in Amazon Connect. Because Amazon Connect does not support embedding live external Procedureflow content directly in this experience, the integration logs in to Procedureflow to capture a screenshot of each flow. The screenshot is displayed within the agent assist panel, along with a link that allows agents to open the live Procedureflow flow in a new browser tab.

Procedureflow flows can be synchronized with the Amazon Connect knowledge base on demand or on a scheduled basis to ensure agents always have access to the most up-to-date procedures. Combined with Amazon Connect conversational analytics, agent assist recommendations, and contextual guidance, relevant content can be surfaced during live customer conversations—helping agents resolve issues faster and more consistently.

Key capabilities

  • Embedded visual guidance is displayed within the Amazon Connect Agent Workspace using knowledge base articles.
  • Automated knowledge synchronization that converts Procedureflow flows into Amazon Connect knowledge base entries.
  • Flow screenshots with direct links enabling agents to quickly view the visual procedure or open the full flow in Procedureflow.
  • Contextual recommendations powered by Amazon Connect to surface relevant guidance during live conversations.

Setting up the integration

The Procedureflow–Amazon Connect integration synchronizes Procedureflow flows with an Amazon Connect knowledge base so guidance can be surfaced to agents during customer interactions.

Environment setup

The integration runs using a CLI utility that connects to both the Procedureflow API and AWS services. Setup requires AWS IAM credentials, a Procedureflow Personal Access Token, and environment configuration for the target entry point and knowledge base.

Initial content upload

During the initial run, the integration creates or updates a custom knowledge base and uploads flows from a selected Procedureflow entry point. Each flow becomes a knowledge article containing flow content, a generated screenshot, and a link to open the full visual flow in Procedureflow.

Ongoing synchronization

The integration can be run periodically to keep the Amazon Connect knowledge base synchronized with Procedureflow. When flow content changes, the corresponding knowledge articles are updated, and new or removed flows are reflected in the knowledge base.

Agent experience

Once the knowledge base is connected to the relevant Amazon Connect workspace and agent assist experiences and the appropriate routing flows are configured, agents receive relevant Procedureflow guidance directly in the agent workspace during live conversations. Agents can view the screenshot for quick reference or open the full Procedureflow flow when detailed guidance is needed.


For more information about setting up this integration, please contact help@procedureflow.com.

Amazon Connect Documentation References