Integrate Amazon Q in Connect with step-by-step guides

To help agents get to solutions faster, you can associate step-by-step guides with knowledge base content, such as knowledge articles. Then, when Amazon Q in Connect provides a recommended solution to an agent, it also provides them with the option to start the step-by-step guide that you associated with the content.

This topic explains how to associate step-by-step guides with knowledge base content.

Step 1: Identify the resources you want to integrate

The first step is to gather the information needed to run the integration command in Step 2: Associate the step-by-step guide with the knowledge base content:

The following sections explain how to get this information.

Get the knowledge base ID

To obtain the ID of knowledge base that you want to associate with step-by-step guides, you can call the ListKnowledgeBases API or run the list-knowledge-bases CLI command.

Following is an example list-knowledge-bases command that lists all of the knowledge bases:

aws qconnect list-knowledge-bases

Identify the knowledge base that contains the content resources you want to associate. Copy and save the knowledgeBaseId. You'll use it in Step 2.

Get the content ID

To list the content resources in the knowledge base, you can call the ListContents API or run the list-contents CLI command.

Following is an example list-contents command that lists the content resources and their content ID.

aws qconnect list-contents \
--knowledge-base-id knowledgeBaseId

Identify which content resources you want to associate with a step-by-step guide. Copy and save the contentId. You'll use it in Step 2.

Get the flowARN of the step-by-step guide

You need to get the flowARN of the step-by-step guide that you want to associate with the content. There are two ways you can get the flowARN: use the Amazon Connect admin website or the CLI.

Amazon Connect admin website

1. In the Amazon Connect admin website, on the navigation menu choose Routing, Flows.

2. On the Flows page, choose the step-by-step guide to open it in the flow designer.

3. In the flow designer, choose About this flow, then choose View ARN.

4. Copy and save the flowARN. It is the entire string, as shown in the following image.

   

   You'll use the flowARN in Step 2.

AWS CLI

1. You can call the Amazon Connect ListInstances API or run the list-instances CLI command to get the instanceId of the instance you want to use.

   Following is an example list-instances command:

   aws connect list-instances

   Copy and save the instanceId.

2. You can call the Amazon Connect ListContactFlows API or run the list-contact-flows CLI command to determine the step-by-step guide to use.

   Following is an example list-contact-flows command that lists all the flows and step-by-step guides, and their flowARNs:

   aws connect list-contact-flows \
   --instance-id instanceId

   Identify the step-by-step guide you want to associate with the knowledge base, and copy and save its flowARN. You'll use the flowARN in Step 2.

Step 2: Associate the step-by-step guide with the knowledge base content

Create the content association

To complete this step you need the knowledgeBaseId, contentId and flowARN that you obtained in Step 1.

You can call the CreateContentAssociation API or the run the create-content-association CLI command to link the content resource and step-by-step guide.

Following is an example create-content-association command to create a content association between the content resource and a step-by-step guide:

aws qconnect create-content-association \
--knowledge-base-id knowledgeBaseId \
--content-id contentId \
--association-type AMAZON_CONNECT_GUIDE \
--association '{"amazonConnectGuideAssociation":{"flowId":"flowArn"}}'

For example, the command might look like the following sample when values are added:

aws qconnect create-content-association \
--knowledge-base-id 00000000-0000-0000-0000-000000000000 \
--content-id 11111111-1111-1111-1111-111111111111 \
--association-type AMAZON_CONNECT_GUIDE \
--association '{"amazonConnectGuideAssociation":{"flowId":"arn:aws:connect:us-west-2:111111111111:instance/22222222-2222-2222-2222-222222222222/contact-flow/00711358-cd68-441d-8301-2e847ca80c82"}}' 

Confirm that the content association exists

You can call the ListContentAssociations API or run the list-content-associations CLI command to list all of the content associations for the specified content.

Following is an example list-content-associations command that returns a list of content associations so you can verify that the association you created exists:

aws qconnect list-content-associations \
--knowledge-base-id knowledgebaseId \
--content-id contentId

For example, the command might look like the following sample when values are added:

aws qconnect list-content-associations \
--knowledge-base-id 00000000-0000-0000-0000-000000000000 \
--content-id 11111111-1111-1111-1111-111111111111

Assign permissions so agents can view recommendations and step-by-step guides

Assign the following Agent Applications security profile permissions to the agents so they can view the knowledge base content and the step-by-step guides.

For information about how to add more permissions to an existing security profile, see Update security profiles in Amazon Connect.