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Post-Contact Summarization Setup

Important: Post-contact Summarization is retrieved in SCC-AC using Salesforce's Apex Queueable after a contact ends or becomes inactive. This is a Salesforce Asynchronous process. Before enabling this feature, first check on your Salesforce org's Asynchronous limits.

  1. Choose Setup and Permission sets and select your SCC Administrator permission set.

  2. Choose Object Settings, Message Session, and Edit.

  3. Under Field Permissions and Edit access, check the following fields:

    • awsac__PostContactSummary__c
    • awsac__PostContactSummaryDateTime__c
    • awsac__PostContactSummaryStatus__c

  4. Go to your contact center guided setup by navigating to App Launcher and choosing Amazon Connect for Salesforce. summarization-1

    • Select the contact center you want to enable post contact summaries in your Salesforce org. summarization-2
    • Scroll down and select the toggle to enable Post-Contact Summarization. summarization-3

  5. Go to the SCC Lightning App in Setup and App Manger, created from this step.

  6. Go to the Message record page.

  7. Add the SCC Post Contact Summary component and drag it to the desired location in your Messaging Session record page. summarization-4

    • Important: Set a filter on the component on the side, such as above. On Set Component Visibility, add a filter for Status Equals Ended and Status Equals Inactive, and select Any filters are true on the Show component when section.
    • Choose Save.

  8. Add the Set recording and analytics behavior flow block on your cloned SCCAC Inbound flow, if it has not been added yet.

    • The block should have the following configured: summarization-5 summarization-6
    • Choose Enable recording and analytics, Voice, Agent and customer voice recording, and On for Agent and customer.
    • Choose Enable recording and analytics, Voice, Automated interaction call recording, and On.
    • Choose Enable recording and analytics, Voice, Contact Lens speech analytics, check Enable speech analytics on agent and customer interactions, and select Real-time and post-call analytics.
    • If you want post contact summaries on automated interactions, choose Enable recording and analytics, Voice, Contact Lens speech analytics, and check Enable speech analytics on automated interactions.
    • Choose Enable recording and analytics, Chat, and check Enable chat analytics.
    • On the bottom of the block, under Configure analytics settings and Contact Lens Generative AI capabilities, check Agent Interaction summary (formerly Post-contact summary).
    • Choose Save on the block and Publish the contact flow.

  9. Clone SCCAC Post Contact Summary Agent Placeholder permission set as SCCAC Post Contact Summary Agent and add users you want to have access to the summaries in the cloned permission set.

Notes:

  • Post-contact summary is only available to messaging sessions that are incoming/to be made after the feature is enabled from the guided setup.
  • The post-contact summary is not available on messaging sessions that were previously made before the feature is enabled from the guided setup.
  • For transfer message sessions, or message sessions that were previously Active, only the latest contact interactions will be the scope of the newly generated summary after the contact ends. The previous summary though will be available for the agent while the message session is Active.