{"Version":"2019-10-30","StartAction":"bd520e55-dbf5-4a81-a928-2edd410b7aeb","Metadata":{"entryPointPosition":{"x":14.4,"y":69.6},"ActionMetadata":{"afc52077-6f09-4d31-acf6-af39ccf771ea":{"position":{"x":741.6,"y":160}},"bd520e55-dbf5-4a81-a928-2edd410b7aeb":{"position":{"x":66.4,"y":213.6}},"1e1b45ca-0b5c-490c-8408-d02fb3560cab":{"position":{"x":336,"y":81.6},"conditions":[],"conditionMetadata":[{"id":"b4a6eb53-4098-4805-8635-79577715fa88","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"CHAT"}]},"4e15a857-eac8-4539-877e-2a12edc92ca8":{"position":{"x":399.2,"y":288}},"3794e518-5a01-4033-925f-bed3733cbf25":{"position":{"x":102.4,"y":382.4},"parameters":{"EventHooks":{"CustomerRemaining":{"displayName":"Chat Disconnect Flow"}}},"contactFlow":{"text":"Chat Disconnect Flow","id":"arn:aws:connect:ap-southeast-2:243910111328:instance/cde3244d-b64e-4354-a37e-3313ac7ac852/contact-flow/c5a8da41-19d1-4213-99d4-f1548551332d"}},"efaae87c-4f76-4d94-aafe-0d45c60fb3f3":{"position":{"x":4048,"y":765.6}},"ae88c1a2-4872-4e71-8140-a40e80eb5451":{"position":{"x":632,"y":331.2},"parameters":{"QueueId":{"displayName":"BasicQueue"}},"queue":{"text":"BasicQueue"}},"c3d9dd5c-c894-4211-9ed1-dc1619de225e":{"position":{"x":1340,"y":804.8}},"4fe9f9ff-46de-420c-a864-3877f32cc3fa":{"position":{"x":1108,"y":852}},"504ae875-a2d7-45bb-a94a-6a30213d789d":{"position":{"x":859.2,"y":606.4}},"23dde282-44e9-4293-9e73-4154c26b3eb0":{"position":{"x":1514.4,"y":272.8},"parameters":{"LexV2Bot":{"AliasArn":{"useDynamic":false,"useLexBotDropdown":true,"lexV2BotName":"ZendeskChat"},"displayName":"ZendeskChat"}},"useLexBotDropdown":true,"lexV2BotName":"ZendeskChat","conditionMetadata":[{"id":"0e2dbebd-ef07-4316-9fe1-aa5823bfd172","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"GetCustomerName"},{"id":"6feb304f-3718-4123-9cab-d1ebe77caabe","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"GetCustomerEmail"},{"id":"d5a15f9e-d242-4d09-b154-1d0b12c0397a","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"GetCustomerNumber"}]},"eb438112-2a8e-42c3-bb3c-944ec923f927":{"position":{"x":3814.4,"y":640},"parameters":{"TimeLimitSeconds":{"unit":1}},"timeoutUnit":{"display":"Seconds","value":"second"}},"2846569a-2e36-4a32-8349-93b098ef7d74":{"position":{"x":1798.4,"y":676},"parameters":{"Attributes":{"customer_number":{"useDynamic":true}}},"dynamicParams":["customer_number"]},"90e4baa1-974b-4f20-97ed-86029ed3b68a":{"position":{"x":1745.6,"y":188},"dynamicParams":[]},"a5ec8ff5-3400-4bd5-ae17-16cf8c0cf775":{"position":{"x":1808,"y":387.2},"parameters":{"Attributes":{"customer_email":{"useDynamic":true}}},"dynamicParams":["customer_email"]},"2f300102-d957-4b13-949a-b93708954128":{"position":{"x":3568,"y":504.8}},"df398920-661f-4640-8f90-edebe1a63064":{"position":{"x":3551.2,"y":317.6}},"15a18618-ac00-43d9-8c7d-74b8f267bc8a":{"position":{"x":1249.6,"y":472.8},"conditions":[],"conditionMetadata":[{"id":"e5308488-2820-43a0-9995-9c58de436912","operator":{"name":"Is greater than","value":"GreaterThan","shortDisplay":">"},"value":"A"}]},"bf1ee0be-9b9f-4d54-ac36-1fd100388105":{"position":{"x":1134.4,"y":13.6},"conditions":[],"conditionMetadata":[{"id":"93041a6e-4abc-4ed8-a6a5-4bb53b86f012","operator":{"name":"Contains","value":"Contains","shortDisplay":"contains"},"value":"@"}]},"0833a36f-22a8-411f-995b-8ed6e11c984e":{"position":{"x":1184.8,"y":254.4},"conditions":[],"conditionMetadata":[{"id":"6452841a-91f9-4ba3-bbee-d4f3f9061ff0","operator":{"name":"Is greater than","value":"GreaterThan","shortDisplay":">"},"value":"0"}]},"b495d14a-3906-4a8a-a001-ca269559c3a4":{"position":{"x":2108.8,"y":553.6}},"2a275d07-c22c-4e2f-9224-b3a59c94cc61":{"position":{"x":2084.8,"y":361.6}},"14519a6d-7b18-4eca-877f-3d7883fc4d10":{"position":{"x":2560.8,"y":84.8},"parameters":{"Attributes":{"zendesk_ticket":{"useDynamic":true}}},"dynamicParams":["zendesk_ticket"]},"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3":{"position":{"x":3322.4,"y":754.4}},"53b4dd83-f077-4fcc-aa12-6df2bcddc643":{"position":{"x":2564.8,"y":420.8},"dynamicParams":[]},"7ba8e800-3333-4e70-aebc-2b3fc0a161c0":{"position":{"x":2792,"y":93.6}},"c0430d09-1522-44b4-8abd-0fa91459345d":{"position":{"x":2829.6,"y":405.6}},"caaf2d7b-6a30-45d6-98b3-2617ffae0c86":{"position":{"x":3317.6,"y":274.4}},"d5390b0a-efda-40fb-96aa-83a85a8657d5":{"position":{"x":2340,"y":108},"parameters":{"LexV2Bot":{"AliasArn":{"useDynamic":false,"useLexBotDropdown":true,"lexV2BotName":"ZendeskChat"}}},"useLexBotDropdown":true,"lexV2BotName":"ZendeskChat","conditionMetadata":[{"id":"41194758-23dd-40f9-a6ae-a8eb0863adde","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"ExistingTicket"},{"id":"7e3027f2-e954-4260-8052-881df4bb17f7","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"NewTicket"},{"id":"13845091-20a8-4ee7-9fba-0cec76b155a7","operator":{"name":"Equals","value":"Equals","shortDisplay":"="},"value":"DontKnow"}]},"25613dc5-6219-4e6a-b38b-6792d5fc7e11":{"position":{"x":3069.6,"y":94.4}}},"Annotations":[],"name":"Zendesk_SampleFlow_Chat","description":"Chat Demo including out of hours and at capacity handling","type":"contactFlow","status":"published","hash":{}},"Actions":[{"Parameters":{},"Identifier":"afc52077-6f09-4d31-acf6-af39ccf771ea","Type":"DisconnectParticipant","Transitions":{}},{"Parameters":{"FlowLoggingBehavior":"Enabled"},"Identifier":"bd520e55-dbf5-4a81-a928-2edd410b7aeb","Type":"UpdateFlowLoggingBehavior","Transitions":{"NextAction":"3794e518-5a01-4033-925f-bed3733cbf25"}},{"Parameters":{"ComparisonValue":"$.Channel"},"Identifier":"1e1b45ca-0b5c-490c-8408-d02fb3560cab","Type":"Compare","Transitions":{"NextAction":"afc52077-6f09-4d31-acf6-af39ccf771ea","Conditions":[{"NextAction":"4e15a857-eac8-4539-877e-2a12edc92ca8","Condition":{"Operator":"Equals","Operands":["CHAT"]}}],"Errors":[{"NextAction":"afc52077-6f09-4d31-acf6-af39ccf771ea","ErrorType":"NoMatchingCondition"}]}},{"Parameters":{"Text":"Hi, welcome to Zendesk demo chat flow."},"Identifier":"4e15a857-eac8-4539-877e-2a12edc92ca8","Type":"MessageParticipant","Transitions":{"NextAction":"ae88c1a2-4872-4e71-8140-a40e80eb5451"}},{"Parameters":{"EventHooks":{"CustomerRemaining":"arn:aws:connect:ap-southeast-2:243910111328:instance/cde3244d-b64e-4354-a37e-3313ac7ac852/contact-flow/c5a8da41-19d1-4213-99d4-f1548551332d"}},"Identifier":"3794e518-5a01-4033-925f-bed3733cbf25","Type":"UpdateContactEventHooks","Transitions":{"NextAction":"1e1b45ca-0b5c-490c-8408-d02fb3560cab","Errors":[{"NextAction":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","ErrorType":"NoMatchingError"}]}},{"Parameters":{},"Identifier":"efaae87c-4f76-4d94-aafe-0d45c60fb3f3","Type":"DisconnectParticipant","Transitions":{}},{"Parameters":{"QueueId":"arn:aws:connect:ap-southeast-2:243910111328:instance/cde3244d-b64e-4354-a37e-3313ac7ac852/queue/1837697b-4a03-4e70-a828-0927f6f4746d"},"Identifier":"ae88c1a2-4872-4e71-8140-a40e80eb5451","Type":"UpdateContactTargetQueue","Transitions":{"NextAction":"504ae875-a2d7-45bb-a94a-6a30213d789d","Errors":[{"NextAction":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Sorry, you reached us outside of our operational hours, please contact us again tomorrow from 8:00 am – 8:00 pm. Thank you."},"Identifier":"c3d9dd5c-c894-4211-9ed1-dc1619de225e","Type":"MessageParticipant","Transitions":{"NextAction":"eb438112-2a8e-42c3-bb3c-944ec923f927"}},{"Parameters":{"Text":"Sorry, an unexpected technical error occurred. Please try again a bit later."},"Identifier":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","Type":"MessageParticipant","Transitions":{"NextAction":"eb438112-2a8e-42c3-bb3c-944ec923f927"}},{"Parameters":{},"Identifier":"504ae875-a2d7-45bb-a94a-6a30213d789d","Type":"CheckHoursOfOperation","Transitions":{"NextAction":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","Conditions":[{"NextAction":"bf1ee0be-9b9f-4d54-ac36-1fd100388105","Condition":{"Operator":"Equals","Operands":["True"]}},{"NextAction":"c3d9dd5c-c894-4211-9ed1-dc1619de225e","Condition":{"Operator":"Equals","Operands":["False"]}}],"Errors":[{"NextAction":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"To progress your query faster, please enter either your email address, or your phone number, or first and last name","LexV2Bot":{"AliasArn":"arn:aws:lex:ap-southeast-2:243910111328:bot-alias/YINIWEIQVS/MYDJVYCPAL"}},"Identifier":"23dde282-44e9-4293-9e73-4154c26b3eb0","Type":"ConnectParticipantWithLexBot","Transitions":{"NextAction":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","Conditions":[{"NextAction":"90e4baa1-974b-4f20-97ed-86029ed3b68a","Condition":{"Operator":"Equals","Operands":["GetCustomerName"]}},{"NextAction":"a5ec8ff5-3400-4bd5-ae17-16cf8c0cf775","Condition":{"Operator":"Equals","Operands":["GetCustomerEmail"]}},{"NextAction":"2846569a-2e36-4a32-8349-93b098ef7d74","Condition":{"Operator":"Equals","Operands":["GetCustomerNumber"]}}],"Errors":[{"NextAction":"b495d14a-3906-4a8a-a001-ca269559c3a4","ErrorType":"NoMatchingCondition"},{"NextAction":"4fe9f9ff-46de-420c-a864-3877f32cc3fa","ErrorType":"NoMatchingError"}]}},{"Parameters":{"TimeLimitSeconds":"10"},"Identifier":"eb438112-2a8e-42c3-bb3c-944ec923f927","Type":"Wait","Transitions":{"NextAction":"efaae87c-4f76-4d94-aafe-0d45c60fb3f3","Conditions":[{"NextAction":"efaae87c-4f76-4d94-aafe-0d45c60fb3f3","Condition":{"Operator":"Equals","Operands":["WaitCompleted"]}}],"Errors":[{"NextAction":"efaae87c-4f76-4d94-aafe-0d45c60fb3f3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Attributes":{"customer_number":"$.Lex.Slots.customer_number"},"TargetContact":"Current"},"Identifier":"2846569a-2e36-4a32-8349-93b098ef7d74","Type":"UpdateContactAttributes","Transitions":{"NextAction":"2a275d07-c22c-4e2f-9224-b3a59c94cc61","Errors":[{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Attributes":{"customer_name":"$.Lex.Slots.first_name $.Lex.Slots.last_name"},"TargetContact":"Current"},"Identifier":"90e4baa1-974b-4f20-97ed-86029ed3b68a","Type":"UpdateContactAttributes","Transitions":{"NextAction":"2a275d07-c22c-4e2f-9224-b3a59c94cc61","Errors":[{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Attributes":{"customer_email":"$.Lex.Slots.customer_email"},"TargetContact":"Current"},"Identifier":"a5ec8ff5-3400-4bd5-ae17-16cf8c0cf775","Type":"UpdateContactAttributes","Transitions":{"NextAction":"2a275d07-c22c-4e2f-9224-b3a59c94cc61","Errors":[{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Sorry, there was an error while connecting you to one of our representatives. Please try again a bit later."},"Identifier":"2f300102-d957-4b13-949a-b93708954128","Type":"MessageParticipant","Transitions":{"NextAction":"eb438112-2a8e-42c3-bb3c-944ec923f927"}},{"Parameters":{"Text":"Sorry, due to increased demand we're unable to reply to chat straight away. Please try again a bit later."},"Identifier":"df398920-661f-4640-8f90-edebe1a63064","Type":"MessageParticipant","Transitions":{"NextAction":"eb438112-2a8e-42c3-bb3c-944ec923f927"}},{"Parameters":{"ComparisonValue":"$.Attributes.customer_name"},"Identifier":"15a18618-ac00-43d9-8c7d-74b8f267bc8a","Type":"Compare","Transitions":{"NextAction":"23dde282-44e9-4293-9e73-4154c26b3eb0","Conditions":[{"NextAction":"d5390b0a-efda-40fb-96aa-83a85a8657d5","Condition":{"Operator":"NumberGreaterThan","Operands":["A"]}}],"Errors":[{"NextAction":"23dde282-44e9-4293-9e73-4154c26b3eb0","ErrorType":"NoMatchingCondition"}]}},{"Parameters":{"ComparisonValue":"$.Attributes.customer_email"},"Identifier":"bf1ee0be-9b9f-4d54-ac36-1fd100388105","Type":"Compare","Transitions":{"NextAction":"0833a36f-22a8-411f-995b-8ed6e11c984e","Conditions":[{"NextAction":"d5390b0a-efda-40fb-96aa-83a85a8657d5","Condition":{"Operator":"TextContains","Operands":["@"]}}],"Errors":[{"NextAction":"0833a36f-22a8-411f-995b-8ed6e11c984e","ErrorType":"NoMatchingCondition"}]}},{"Parameters":{"ComparisonValue":"$.Attributes.customer_number"},"Identifier":"0833a36f-22a8-411f-995b-8ed6e11c984e","Type":"Compare","Transitions":{"NextAction":"15a18618-ac00-43d9-8c7d-74b8f267bc8a","Conditions":[{"NextAction":"d5390b0a-efda-40fb-96aa-83a85a8657d5","Condition":{"Operator":"NumberGreaterThan","Operands":["0"]}}],"Errors":[{"NextAction":"15a18618-ac00-43d9-8c7d-74b8f267bc8a","ErrorType":"NoMatchingCondition"}]}},{"Parameters":{"Text":"Sorry, didn't quite get that. But that's OK."},"Identifier":"b495d14a-3906-4a8a-a001-ca269559c3a4","Type":"MessageParticipant","Transitions":{"NextAction":"d5390b0a-efda-40fb-96aa-83a85a8657d5"}},{"Parameters":{"Text":"Got it. Thanks!"},"Identifier":"2a275d07-c22c-4e2f-9224-b3a59c94cc61","Type":"MessageParticipant","Transitions":{"NextAction":"d5390b0a-efda-40fb-96aa-83a85a8657d5"}},{"Parameters":{"Attributes":{"zendesk_ticket":"$.Lex.Slots.zendesk_ticket"},"TargetContact":"Current"},"Identifier":"14519a6d-7b18-4eca-877f-3d7883fc4d10","Type":"UpdateContactAttributes","Transitions":{"NextAction":"7ba8e800-3333-4e70-aebc-2b3fc0a161c0","Errors":[{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Sorry, an unexpected technical error occurred. Please try again a bit later."},"Identifier":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","Type":"MessageParticipant","Transitions":{"NextAction":"eb438112-2a8e-42c3-bb3c-944ec923f927"}},{"Parameters":{"Attributes":{"zendesk_ticket":"0"},"TargetContact":"Current"},"Identifier":"53b4dd83-f077-4fcc-aa12-6df2bcddc643","Type":"UpdateContactAttributes","Transitions":{"NextAction":"c0430d09-1522-44b4-8abd-0fa91459345d","Errors":[{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Great, thanks!"},"Identifier":"7ba8e800-3333-4e70-aebc-2b3fc0a161c0","Type":"MessageParticipant","Transitions":{"NextAction":"25613dc5-6219-4e6a-b38b-6792d5fc7e11"}},{"Parameters":{"Text":"No worries, thanks!"},"Identifier":"c0430d09-1522-44b4-8abd-0fa91459345d","Type":"MessageParticipant","Transitions":{"NextAction":"25613dc5-6219-4e6a-b38b-6792d5fc7e11"}},{"Parameters":{},"Identifier":"caaf2d7b-6a30-45d6-98b3-2617ffae0c86","Type":"TransferContactToQueue","Transitions":{"NextAction":"2f300102-d957-4b13-949a-b93708954128","Errors":[{"NextAction":"df398920-661f-4640-8f90-edebe1a63064","ErrorType":"QueueAtCapacity"},{"NextAction":"2f300102-d957-4b13-949a-b93708954128","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Is this conversation related to an existing issue or a new one?","LexV2Bot":{"AliasArn":"arn:aws:lex:ap-southeast-2:243910111328:bot-alias/YINIWEIQVS/MYDJVYCPAL"}},"Identifier":"d5390b0a-efda-40fb-96aa-83a85a8657d5","Type":"ConnectParticipantWithLexBot","Transitions":{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","Conditions":[{"NextAction":"14519a6d-7b18-4eca-877f-3d7883fc4d10","Condition":{"Operator":"Equals","Operands":["ExistingTicket"]}},{"NextAction":"53b4dd83-f077-4fcc-aa12-6df2bcddc643","Condition":{"Operator":"Equals","Operands":["NewTicket"]}},{"NextAction":"c0430d09-1522-44b4-8abd-0fa91459345d","Condition":{"Operator":"Equals","Operands":["DontKnow"]}}],"Errors":[{"NextAction":"25613dc5-6219-4e6a-b38b-6792d5fc7e11","ErrorType":"NoMatchingCondition"},{"NextAction":"b6cfa1f0-559c-4e22-8e3c-4dd8e9c532e3","ErrorType":"NoMatchingError"}]}},{"Parameters":{"Text":"Please wait, one of our agents will be with you shortly."},"Identifier":"25613dc5-6219-4e6a-b38b-6792d5fc7e11","Type":"MessageParticipant","Transitions":{"NextAction":"caaf2d7b-6a30-45d6-98b3-2617ffae0c86"}}]}