AWS connect documentation change
Summary
Complete rewrite of campaign creation documentation. Replaced detailed step-by-step instructions with an overview of two builders: Guided Campaign Builder for single-channel campaigns and Visual Journey Builder for multi-channel journeys. Removed all configuration details, examples, and images.
Security assessment
The changes are purely structural/organizational with no mention of security vulnerabilities, fixes, or security features. The rewrite simplifies the documentation by removing implementation details but doesn't reference any security improvements, vulnerabilities, or security-related configurations.
Diff
diff --git a/connect/latest/adminguide/how-to-create-campaigns.md b/connect/latest/adminguide/how-to-create-campaigns.md index df4121957..3fed635cc 100644 --- a//connect/latest/adminguide/how-to-create-campaigns.md +++ b//connect/latest/adminguide/how-to-create-campaigns.md @@ -7 +7 @@ -Outbound campaigns channel configurationsAttemptsCampaign set up and Cycling through recipient contact types for communicationCommunication TimeSchedule campaignReview and publishCampaign states +# Create an outbound campaign using the console @@ -9 +9 @@ Outbound campaigns channel configurationsAttemptsCampaign set up and Cycling thr -# Create an outbound campaign in Connect Customer +The Connect Customer console provides two builders for creating outbound campaigns: @@ -11 +11 @@ Outbound campaigns channel configurationsAttemptsCampaign set up and Cycling thr - 1. Open the Connect Customer Outbound campaigns page from the Connect Customer admin website. + * [Guided Campaign Builder](./guided-campaign-builder.html)—Create single-channel campaigns with step-by-step guidance. Best for straightforward outreach on a single channel. @@ -13 +13 @@ Outbound campaigns channel configurationsAttemptsCampaign set up and Cycling thr - + * [Visual Journey Builder](./create-a-multi-step-and-multi-channel-journey.html)—Design multi-channel, multi-step campaigns using an intuitive drag-and-drop canvas. Ideal for complex journeys that span multiple channels and include branching logic. @@ -15 +14,0 @@ Outbound campaigns channel configurationsAttemptsCampaign set up and Cycling thr - 2. From the **Output Campaigns** , choose Create Campaign. @@ -17 +15,0 @@ Outbound campaigns channel configurationsAttemptsCampaign set up and Cycling thr -You have two options to create an outbound campaigns. Use visual journey builder to create multi-channel and multi-steps using an intuitive drag-and-drop canvas, or use guided campaign builder to create a single-channel using step-by-step guidance. @@ -19,528 +16,0 @@ You have two options to create an outbound campaigns. Use visual journey builder - - - 3. Enter a campaign **Name**. - -###### Note - -You can also use your own recipient list or campaign management tool by choosing **Host external campaign**. For more information on setting up a campaign with your own resources, see the [High Volume Outbound Communication with Connect Customer Outbound Campaigns](https://aws.amazon.com/blogs/aws/new-high-volume-outbound-communication-with-amazon-connect-outbound-campaigns/) blog post. - - - - - - 4. Select a **[Customer Segment](https://docs.aws.amazon.com/connect/latest/adminguide/customer-segments-managing-segments.html)** to use for this campaign. Recipients for the campaign will be determined at the campaign's scheduled start time using the chosen segment. - -###### Important - -If you are running a campaign initiated by a customer event and using segment powered by Spark SQL, the campaign checks the segment membership as of the last time the segment was exported (segment snapshot), not at the point when the campaign is running. This is provided as an API attribute (lastComputedAt). If you receive a 4XX error, you also need to run a new export (segment snapshot). If you need Connect to automatically check membership as the campaign is running, please use Classic Segmentation. - - 5. Choose the **Channel** for the main communication of the campaign. The supported channels include **Agent assisted voice** , **Automated voice** , **Email** , and **SMS**. - - - - - - -###### Note - -Recipients with incorrect or invalid endpoints are dropped from the communication. For example, for an Email campaign, a recipient with email address "jane.doe@abc!com" is not valid and will not be processed. - -## Outbound campaigns channel configurations - -Email - - - 1. Select an [Outgoing email address](./create-email-address1.html) to send the email from. This address must be one already added to your Connect Customer Instance. - - 2. Optionally enter a **Friendly Sender Name**. This is the name that the recipients' email client will display. - - 3. Select an **Email Message Template** to use when sending. - - 4. Select the **Template Alias or Version** number to use with the campaign. If you select an alias, then the contents of emails sent by the campaign may change when the alias is updated to point to a new template version. If you select a version, the campaign will always send the exact same content for the life of the campaign. - - - - - - -Agent Assisted Voice - - - 1. Select the **Contact Flow** to use for the outbound call. If you want reattempts, call classification, or waiting for a prompt, then the flow must contain a [Check call progress](https://docs.aws.amazon.com/connect/latest/adminguide/check-call-progress.html) block. The Check call progress block is not supported for preview dialing mode. - - 2. Select an **Agent Queue** to use for the outbound calls. Any call originating from the campaign is routed to agents assigned to this queue. - - 3. Select a **Source Phone Number**. This is a phone number associated with the Connect Customer instance. - - - - -###### Important - - * Not all phone numbers can be used for Connect Customer Outbound campaigns. Outside of the US, UK, Japan, you need to check whether your number is outbound campaigns capable. If you have problems with a specific number not working, contact AWS Support to verify whether your number can be enabled for Outbound campaigns calls. - - * Telecom regulations in certain countries dictate use of phone numbers from specific carriers for outbound calling. For more information, see the [Connect Customer Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf) to learn more. - - * Select the dialing mode. See [Best practices for Outbound Campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/campaign-best-practices.html) for more information on the dialing modes. - - * Disable call classification when using preview dialing mode. - - * Enable call classification and waiting for a prompt. - - * Input the desired **Dialing Capacity Allocation**. Allocates dialing capacity for this campaign between multiple active campaigns. - -The purpose of this field is you can indicate the most telecom capacity to be allocated for that specific campaign by the predictive dialer algorithm. - -For example, if there are 3 campaigns concurrently running, and this field has been configured to say: - - * 50% for Campaign1 - - * 70% for Campaign2 - - * 90% for Campaign3 - -The dialer will allocate the most capacity to Campaign3 (up to 90%), then to Campaign2 (up to 70%) and then to Campaign1 (up to 50%) of the telecom capacity dynamically available. - -If two campaigns are idle and only third one has contacts, it get full capacity. Its capacity reduces if any other campaigns start actively dialing. - - * Enter the desired **Agent Allocation**. This allocation is a weight assigned to this campaign and used to determine the total number of _available_ agents belonging to the provided queue for which an outbound call should be placed. This allocation is converted to a percentage based on the allocation provided to all other campaigns using the same queue. - - - - -###### Note - - * To reduce call connection latency between your customers and available agents we recommend disabling the use of call classification. - - * If you disable call classification, and if your flow includes the [Check call progress](https://docs.aws.amazon.com/connect/latest/adminguide/check-call-progress.html) block, the contact is routed down the Error branch. - - * For preview dialing mode, a contact is enqueued only when there is a [Transfer to queue](./transfer-to-queue.html) set in the flow. For a list of supported blocks, see **Chat** channel of [Supported channels for flow blocks in Connect Customer](./block-support-by-channel.html). - - * Preview dialing mode does not support [agent whisper flow](./create-contact-flow.html#contact-flow-types), however the [outbound whisper flow](./create-contact-flow.html#contact-flow-types) can play the intended whisper to the agent. - - * For preview dialing mode, please adjust contact flow to use profile id as the default search key in agent workspace. For more information, see [ Use contact attributes to autopopulate customer profiles](https://docs.aws.amazon.com/connect/latest/adminguide/auto-pop-customer-profile.html). - - { - "profileSearchKey": "_profileId", - "profileSearchValue": "$.Attributes.connect_customer-profile_profile-id" - } - - - - * Ensure **Enable wait for prompt** is selected. If it is not selected, the ML-powered call classifier won't listen for a voicemail prompt, and instead the next block in the flow will be triggered immediately. - - - - - - -Automated Voice - - - 1. Select the **Contact Flow** to use for the outbound call. If **Reattempts** , call classification, or waiting for a prompt is desired, then the flow must contain a [Check call progress](https://docs.aws.amazon.com/connect/latest/adminguide/check-call-progress.html) block. - - 2. Select a **Source Phone Number**. This is a phone number associated with your Connect Customer instance. - - - - -###### Important - - * Not all phone numbers can be used for Connect Customer Outbound campaigns. Outside of the US, UK, Japan, you need to check whether your number is outbound campaigns capable. If you have problems with a specific number not working, contact AWS Support to verify whether your number can be enabled for Outbound campaigns calls. - - * Telecom regulations in certain countries dictate use of phone numbers from specific carriers for outbound calling. For more information, see the [Amazon Connect Telecoms Country Coverage Guide](https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf) to learn more. - - * Enable call classification if desired. - - - - - - -SMS - - - 1. Select an **Originator**. This is the phone number used to _send_ the text messages. For more information, see [Step 1: Request a number in AWS End User Messaging SMS](./setup-sms-messaging.html#get-sms-number). - - 2. Select an **SMS Message Template** to use when sending. - - 3. Select the **Template alias or version** number to use with the campaign. If you select an alias, then the contents of SMS sent by the campaign may change when the alias is updated to point to a new template version. On the other hand, if select a version, the campaign will always send the exact same content for the life of the campaign. - - - - - - -WhatsApp - - -###### Important - -To enable Connect Customer Outbound Campaigns to send messages and Amazon Q Connect to manage and create WhatsApp message templates, your WhatsApp Business Account (WABA) in AWS End User Messaging Social must be tagged with `AmazonConnectEnabled`: `True`. - -If you linked your WABA to Connect Customer after WhatsApp support for Connect Customer Outbound Campaigns was launched, this tag is automatically applied. For WABAs linked before this launch, you must manually add this tag to enable these capabilities. - -For information about adding tags to your WABA, see [Getting started with AWS End User Messaging Social](https://docs.aws.amazon.com/social-messaging/latest/userguide/getting-started-whatsapp.html). - - 1. Select an **Originator**. This is the phone number used to _send_ the text messages. For more information, see [Set up WhatsApp Business messaging](./whatsapp-integration.html). - - 2. Select a **WhatsApp Message Template** to use when sending. - - 3. Select the **Template alias or version** number to use with the campaign. If an alias is selected, then the contents of WhatsApp sent by the campaign might change when the alias is updated to point to a new template version. If a Version is selected, the campaign will always send the exact same content for the life of the campaign. - - - - - - -## Outbound campaigns attempts -