Amazon Connect TASK router?

Amazon Connect has introduced a new functionality described as “tasks”.  This new functionality enables you to distribute “tasks” to an agent in a matter similar to how you route a voice or chat interaction.   Dextr now takes advantage of this new task router to implement SMS, Email, FAX and it will become the routing engine for future Dextr features including AWS Chime integration (video and desktop sharing).

This is a video clip that shows the email user interface:  https://nimbusweb.me/s/share/5750268/r7vb0wksv9ncqk10cw2g

Configuring the Dextr Flex task router & Web-hooks Creation

Before you can establish web-hooks. you will need to do some configuration organization and preparation.

1 – Task needs to be activated in your Amazon Instance!  Tasks must be turned on at the routing profile and queue level and the number of Tasks an agent can handle at once must also be set.   https://nimb.ws/Epjh4w

2 – You will need to create a contact flow to support your web-hook.  The ARN of the contact flow will be incorporated into the web-hook and for that reason you must convert it first.  Here is an example: https://nimb.ws/1tz86a

SMS Configuration (Twilio Example)

3 – You need a Twilio Account where you will obtain an SMS number, Account SID, Key and Secret Key

4 – Build your Web-hook

5 – Copy your Web-hook to your Twilio selected number and past in Message web-hook.

EMAIL Configuration

Please note that there is an order in which the configuration must be undertaken.  You can not setup SES for example, until DNS and Dextr Webhook steps are completed.

Ideal order of operations

1 – You will need to access SES and your DNS records so assure you have the proper access credentials to the AWS management console and you know how to access your DNS records. For email you will also need your SMTP server, TLS port settings, username and password for the email account.
2 – Create pilot email in mail provider (email@dextr.yourcompany.com)
3 – Create MX Records for dextr.yourcompany.com in DNS provider (These must point to SES endpoint)
4 – Configure redirect from customer facing email address (support@yourcompany.com) to new pilot email address (email@dextr.yourcompany.com)
5 – Create Dextr Web-hook
6 –  Configure SES (You cannot do step 6 before step 5 as the lambda will not yet be created yet

AWS Documentation on SES endpoints:  https://docs.aws.amazon.com/ses/latest/DeveloperGuide/regions.html#region-endpoints

Once you understand the order here are individual configuration guides with video examples.

7 – Email Provider:
– create a new email address email@dextr.yourcompany.com
– Redirect (Not forward) all emails sent to the email address (support@yourcompany.com) you want Dextr to route to the SES email address you created in step 2 (email@dextr.yourcompany.com)

8 – DNS Provider:
– Create MX records for a new subdomain so SES will validate the email

9 – Configure Webhook. https://nimbusweb.me/s/share/5750268/r7vb0wksv9ncqk10cw2g

10 – Log into to the AWS Management console and navigate to the SES (simple email service).  Configure the following options:
– Create receipt rule for one (each) mail address (email@dextr.yourcompany.com)
– Verify ownership of the email address with DNS
– Create 2 SES actions one for  S3 and one for lambda.
– S3 Bucket must be the same reporting bucket used by your instance.  You can easily find this under the gear in your Dextr dashboard, in settings > Instance Details > Reporting Bucket
– S3 Object key prefix must be web-hook type (e.g. “email”).  The S3: contains the raw SMTP formatted email message. Key is messageId in lambda event.

NOTE:  When you create the web-hook, Dextr creates a Lambda function that will do the work of retrieving email from s3 using messageId and bucket name/path and then parse this email into JSON and then sends it to the web-hook url.