SetWhisperFlow

Configure whisper flows that play to agents or customers before connecting.

Signature

IFlowBuilder SetWhisperFlow(
    string flowName, 
    string whisperType = "Agent", 
    string? identifier = null)

Parameters

Parameter	Type	Required	Description
flowName	string	Yes	Name or ARN of the whisper flow
whisperType	string	No	Type: "Agent", "Customer", or "Both" (default: "Agent")
identifier	string?	No	Optional identifier for the action

Whisper Types

Type	Description
Agent	Plays to agent before connecting to customer
Customer	Plays to customer while waiting for agent
Both	Plays to both parties

Examples

Agent Whisper for VIP

Flow.Create("VIP Routing")
    .InvokeLambda("GetCustomerInfo")
        .OnSuccess(s => s
            .CheckContactAttribute(check =>
            {
                check.Attribute(Attributes.External("Tier"))
                    .Equals("VIP", vip => vip
                        .SetWhisperFlow("VIPAgentWhisper", "Agent")
                        .TransferToQueue("VIPSupport"))
                    .Otherwise(regular => regular
                        .TransferToQueue("General"));
            }))
        .OnError(e => e.TransferToQueue("General"))
    .Disconnect();

Customer Whisper

Flow.Create("Customer Notification")
    .SetWhisperFlow("CustomerConnectingWhisper", "Customer")
    .TransferToQueue("Support")
    .Disconnect();

Creating a Whisper Flow

// Agent whisper flow
Flow.Create("VIPAgentWhisper")
    .SetType(FlowType.AgentWhisper)
    .SetDescription("Notifies agent of VIP customer")
    .PlayPrompt($"VIP customer: {Attributes.Contact("CustomerName")}. Account: {Attributes.Contact("AccountId")}.")
    .EndFlowExecution();

AWS Connect Block Type

This block generates the UpdateContactTargetQueue action with whisper configuration.

Best Practices

1. Keep whispers short - 2-5 seconds maximum
2. Include relevant info - Customer name, tier, issue summary
3. Use SSML - Control timing and emphasis
4. Test timing - Ensure whisper completes before connection

See Also

• TransferToQueue - Queue transfers
• PlayPrompt - Audio prompts
• EndFlowExecution - End whisper flow