@cxbuilder/flow-config 2.1.1 → 2.2.0

package/docs/UserGuide-Edit.md

@@ -0,0 +1,313 @@
+# FlowConfig User Guide - Edit User
+
+This guide is for business users with **Edit** access who can modify variable values and prompt content in existing flow configurations.
+
+## Table of Contents
+
+- [Getting Started](#getting-started)
+- [Understanding Your Role](#understanding-your-role)
+- [Editing Variables](#editing-variables)
+- [Editing Prompts](#editing-prompts)
+- [Common Scenarios](#common-scenarios)
+- [Best Practices](#best-practices)
+
+---
+
+## Getting Started
+
+### Accessing FlowConfig
+
+1. Log into the **Amazon Connect Agent Workspace**
+2. Click the **Apps** dropdown in the top right
+3. Select **FlowConfig** (or your customized app name)
+
+![Landing Page - Edit User](screenshots/landing-edit.png)
+
+The application opens showing all flow configurations in the system.
+
+### Your Access Level
+
+As an **Edit** user, you can:
+
+- **View** all flow configurations
+- **Edit variable values** within predefined constraints set by administrators
+- **Edit prompt content** for all languages and channels
+- **Preview voice prompts** using Amazon Polly
+
+You **cannot**:
+
+- Create new flow configurations
+- Delete flow configurations
+- Add or remove variables
+- Change variable names
+- Change variable schema types or options
+- Access application settings
+
+---
+
+## Understanding Your Role
+
+### What Are Flow Configurations?
+
+Flow configurations control how Amazon Connect contact flows behave. They contain:
+
+- **Variables**: Settings that affect routing, features, and behavior
+- **Prompts**: Messages played or displayed to customers
+
+Your administrators have created these configurations and defined the schema types that control how you interact with variables.
+
+### Why Your Changes Matter
+
+When you update a flow configuration:
+
+- **Changes take effect immediately** for new customer contacts
+- **No IT involvement required** for approved changes
+- **Business agility** - respond quickly to changing needs
+
+**Example**: During a fire alarm, you can immediately set `closure: true` to route all calls to a closure message, then set it back to `false` when operations resume.
+
+---
+
+## Editing Variables
+
+Variables control contact flow behavior. Administrators have defined the **schema type** for each variable, which determines how you interact with it.
+
+![Variables - Edit User](screenshots/detail-variables-edit.png)
+
+### Variable Types
+
+#### Text Variables
+
+Simple text input for values like queue names or skill levels.
+
+**Example**: `skillLevel`
+- Current value: `advanced`
+- You can change it to any text value
+- Common uses: skill assignments, routing categories
+
+#### Number Variables
+
+Numeric input for values like wait times or queue depths.
+
+**Example**: `maxWaitTime`
+- Current value: `600`
+- You can only enter numbers
+- Common uses: timeout values, queue limits, retry counts
+
+#### Boolean Variables
+
+True/false toggle for feature flags and on/off settings.
+
+**Example**: `closure`, `offerCallback`
+- Current value: Checkbox (checked = true, unchecked = false)
+- Click to toggle between true and false
+- Common uses: feature flags, emergency closures, service availability
+
+#### Select Variables
+
+Dropdown with predefined options set by administrators.
+
+**Example**: `priority`
+- Current value: `medium`
+- Click dropdown to see all available options (e.g., low, medium, high)
+- You can only select from the provided options
+- Common uses: priority levels, routing modes, service tiers
+
+### Editing a Variable Value
+
+1. Click on a flow configuration from the list
+2. Locate the variable in the **Variables** section
+3. Modify the value:
+   - **Text**: Type directly in the input field
+   - **Number**: Type a numeric value
+   - **Boolean**: Click the checkbox to toggle
+   - **Select**: Click the dropdown and choose an option
+4. Click **Save Changes** to apply
+
+### All Variables Are Editable
+
+As an Edit user, you have access to modify all variables in all flow configurations. The schema type (Text, Number, Boolean, Select) controls how you interact with each variable, but all are editable.
+
+---
+
+## Editing Prompts
+
+Prompts are messages delivered to customers via voice calls or chat.
+
+![Prompts - Edit User](screenshots/detail-edit.png)
+
+### Understanding Prompt Structure
+
+Each prompt can have:
+
+- **Multiple languages** (e.g., en-US, es-US, fr-CA)
+- **Two channels per language**:
+  - **Voice Content**: Played on phone calls
+  - **Chat Content**: Displayed in chat (optional)
+
+### Editing Prompt Content
+
+1. Click on a flow configuration from the list
+2. Scroll to the **Prompts** section
+3. Expand a prompt by clicking its name
+4. Edit the **Voice Content** or **Chat Content** text area
+5. Click **Save Changes** to apply
+
+### Voice Content
+
+Voice content is played to customers on phone calls.
+
+**Tips:**
+- Write naturally as if speaking to a customer
+- Keep messages concise and clear
+- SSML tags (e.g., `<break time="1s"/>`) are supported for advanced users
+- Test your changes using the Preview feature
+
+**Example**:
+```
+Thank you for calling technical support. Your call is important to us.
+Please continue to hold for the next available specialist.
+```
+
+### Chat Content (Optional)
+
+Chat content is displayed to customers using chat.
+
+**Why customize chat content?**
+- Adapt language for written communication
+- Change "calling" to "contacting"
+- Remove voice-specific phrases
+
+**Example**:
+- **Voice**: "Thank you for calling XYZ Company"
+- **Chat**: "Thank you for contacting XYZ Company"
+
+If you leave chat content blank, the system will automatically use voice content (with SSML tags removed).
+
+### Preview Voice
+
+Before saving, preview how your voice content will sound:
+
+1. Select a **voice** from the Preview dropdown (e.g., Joanna, Matthew)
+2. Click the **speaker icon**
+3. Listen to the preview using Amazon Polly text-to-speech
+
+This helps you verify pronunciation and pacing before customers hear it.
+
+---
+
+## Common Scenarios
+
+### Scenario 1: Emergency Closure
+
+**Situation**: Fire alarm requires immediate closure of the call center.
+
+**Action**:
+1. Open the appropriate flow configuration (e.g., `main-queue`)
+2. Find the `closure` variable
+3. Click the checkbox to set it to **true**
+4. Optional: Set `offerCallback` based on expected downtime
+   - `true` if you'll return soon
+   - `false` if closure is indefinite
+5. Click **Save Changes**
+6. Changes take effect immediately for new callers
+
+**When resolved**:
+1. Reopen the flow configuration
+2. Uncheck the `closure` variable (set to **false**)
+3. Click **Save Changes**
+
+### Scenario 2: Updating Seasonal Hours
+
+**Situation**: Holiday hours change and customers need to hear updated information.
+
+**Action**:
+1. Open the flow configuration for your queue
+2. Find the `welcome` or `hours` prompt
+3. Edit the voice content to reflect new hours
+4. Preview the changes using the Preview feature
+5. Click **Save Changes**
+
+**Example Update**:
+```
+Before:
+"Our office hours are Monday through Friday, 9 AM to 5 PM."
+
+After:
+"Our holiday hours are Monday through Friday, 10 AM to 3 PM. We are closed December 24th and 25th."
+```
+
+### Scenario 3: Adjusting Queue Settings
+
+**Situation**: Call volume is higher than expected, and you need to increase queue capacity.
+
+**Action**:
+1. Open the flow configuration
+2. Find the `maxQueueDepth` variable (Number type)
+3. Increase the value (e.g., from `25` to `40`)
+4. Click **Save Changes**
+
+---
+
+## Best Practices
+
+### 1. Test Before Saving
+
+- Use the **Preview** button to verify voice prompts sound natural
+- Double-check spelling and grammar
+- Ensure numeric values are reasonable
+
+### 2. Make Incremental Changes
+
+- Change one thing at a time
+- Test the impact before making additional changes
+- Keep notes on what you changed and when
+
+### 3. Coordinate with Your Team
+
+- Communicate changes to your team
+- Avoid conflicting changes from multiple users
+- Consider using a change log for critical configurations
+
+### 4. Understand the Impact
+
+- Know which contact flows use each configuration
+- Understand how variable changes affect customer experience
+- When in doubt, ask your administrator
+
+### 5. Emergency Access
+
+- Know which configurations control emergency scenarios
+- Have the app accessible on mobile devices if needed
+- Keep login credentials secure but accessible
+
+---
+
+## Troubleshooting
+
+### Changes aren't reflected in the contact flow
+
+- Verify you clicked **Save Changes**
+- Contact flows may cache briefly - test with a new contact
+- Verify you're editing the correct configuration
+
+### Preview voice isn't working
+
+- Check your network connection
+- Try refreshing the page
+- Ensure the voice content contains text
+
+### I don't see a flow configuration I need
+
+- Verify the configuration exists by contacting your administrator
+- The configuration may have been deleted or renamed
+
+---
+
+## Need Help?
+
+- **Questions about what to change**: Consult your supervisor or team lead
+- **Technical issues**: Contact your IT administrator
+- **Access requests**: Contact your Amazon Connect administrator
+- **Understanding variables**: Ask the contact flow designer or administrator who created the configuration
+

package/docs/UserGuide-Read.md

@@ -0,0 +1,324 @@
+# FlowConfig User Guide - Read-Only User
+
+This guide is for users with **Read** access who can view flow configurations but cannot make changes.
+
+## Table of Contents
+
+- [Getting Started](#getting-started)
+- [Understanding Your Role](#understanding-your-role)
+- [Viewing Flow Configurations](#viewing-flow-configurations)
+- [Understanding Variables](#understanding-variables)
+- [Understanding Prompts](#understanding-prompts)
+- [Common Use Cases](#common-use-cases)
+
+---
+
+## Getting Started
+
+### Accessing FlowConfig
+
+1. Log into the **Amazon Connect Agent Workspace**
+2. Click the **Apps** dropdown in the top right
+3. Select **FlowConfig** (or your customized app name)
+
+![Landing Page - Read User](screenshots/landing-read.png)
+
+The application opens showing all flow configurations you have access to.
+
+### Your Access Level
+
+As a **Read-only** user, you can:
+
+- **View** flow configurations assigned to you
+- **See all variable values**
+- **Read all prompt content** for all languages and channels
+- **Preview voice prompts** using Amazon Polly
+- **Search and filter** configurations
+
+You **cannot**:
+
+- Create new flow configurations
+- Edit variable values
+- Edit prompt content
+- Delete flow configurations
+- Add or remove variables or prompts
+
+---
+
+## Understanding Your Role
+
+### Why Read-Only Access?
+
+Read-only access is ideal for:
+
+- **Auditors** reviewing configuration settings
+- **Contact flow designers** verifying integration details
+- **Quality assurance** teams reviewing customer-facing content
+- **Stakeholders** monitoring current settings
+- **Trainees** learning how configurations work
+
+### What Are Flow Configurations?
+
+Flow configurations contain settings and content that Amazon Connect contact flows use to interact with customers:
+
+- **Variables**: Control flow behavior, routing, and features
+- **Prompts**: Messages customers hear (voice) or see (chat)
+
+---
+
+## Viewing Flow Configurations
+
+![Detail View - Read User](screenshots/detail-read.png)
+
+### Opening a Configuration
+
+1. From the landing page, click on any flow configuration ID
+2. The detail view shows:
+   - **Basic Information**: ID and description
+   - **Variables**: All variable names and current values
+   - **Prompts**: All prompts with voice and chat content
+
+### Searching for Configurations
+
+Use the search box to find specific configurations:
+
+1. Type any part of the ID or description
+2. Results filter automatically as you type
+3. Click a result to view its details
+
+---
+
+## Understanding Variables
+
+Variables are key-value pairs that control contact flow behavior.
+
+![Variables - Read User](screenshots/detail-variables-read.png)
+
+### Variable Display
+
+Each variable shows:
+
+- **Variable Name**: The identifier used in contact flows
+- **Value**: The current setting
+
+### Variable Types
+
+You may see different types of variable values:
+
+#### Text Variables
+
+Simple text values displayed as-is.
+
+**Example**:
+- `skillLevel`: `advanced`
+
+#### Number Variables
+
+Numeric values for timeouts, limits, or counts.
+
+**Example**:
+- `maxWaitTime`: `600`
+
+#### Boolean Variables
+
+True/false values displayed with checkmarks and color indicators:
+- ✓ **true** (green)
+- ✗ **false** (red)
+
+**Example**:
+- `closure`: ✗ false
+- `offerCallback`: ✓ true
+
+#### Select Variables
+
+Values chosen from a predefined list of options.
+
+**Example**:
+- `priority`: `medium` (other options might include low, high)
+
+### What Variables Control
+
+Common variable use cases:
+
+- **Feature Flags**: Enable/disable features (`offerCallback`, `enableIVR`)
+- **Emergency Settings**: Closure flags and alternate routing
+- **Queue Settings**: Wait times, capacity limits
+- **Routing Logic**: Priority levels, skill requirements
+- **Business Rules**: Hours of operation, service availability
+
+---
+
+## Understanding Prompts
+
+Prompts are messages delivered to customers.
+
+![Prompts - Read User](screenshots/detail-prompts-read.png)
+
+### Prompt Structure
+
+Each prompt may contain:
+
+- **Multiple Languages**: Support for international customers
+  - `en-US`: English (United States)
+  - `es-US`: Spanish (United States)
+  - `fr-CA`: French (Canada)
+  - And more...
+
+- **Two Content Types per Language**:
+  - **Voice Content**: Played on phone calls
+  - **Chat Content**: Displayed in chat conversations
+
+### Viewing Prompt Content
+
+1. Expand a prompt by clicking its name
+2. Expand a language by clicking the language code
+3. Read the voice and chat content
+
+### Voice Content
+
+Voice content is what customers hear when they call.
+
+**Key Points**:
+- May include SSML tags for enhanced speech (e.g., `<break time="1s"/>`)
+- Designed to be spoken naturally
+- Selected automatically based on customer's language preference
+
+### Chat Content
+
+Chat content is what customers see in chat conversations.
+
+**Key Points**:
+- Often customized to sound more natural in text
+- If empty, voice content is used (with SSML removed)
+- Example differences:
+  - Voice: "Thank you for calling"
+  - Chat: "Thank you for contacting us"
+
+### Previewing Voice Prompts
+
+To hear how a voice prompt sounds:
+
+1. Locate the prompt and language you want to preview
+2. Select a voice from the **Preview Voice** dropdown
+3. Click the **speaker icon**
+4. Listen to the preview using Amazon Polly
+
+This shows you exactly what customers will hear.
+
+---
+
+## Common Use Cases
+
+### Use Case 1: Auditing Configuration Settings
+
+**Scenario**: Quality assurance team reviews monthly configurations.
+
+**Actions**:
+1. Access FlowConfig from Agent Workspace
+2. Review each flow configuration assigned to you
+3. Check variable values align with business requirements
+4. Verify prompt content follows brand guidelines
+5. Document any discrepancies for administrator review
+
+### Use Case 2: Verifying Contact Flow Integration
+
+**Scenario**: Contact flow designer confirms variable names and values before deploying a new flow.
+
+**Actions**:
+1. Open the flow configuration that will be used
+2. Note all variable names (e.g., `closure`, `maxWaitTime`)
+3. Verify expected values are present
+4. Confirm prompt names match what the contact flow expects
+5. Use this information to update contact flow Lambda calls
+
+### Use Case 3: Content Review
+
+**Scenario**: Marketing team reviews customer-facing prompts for brand consistency.
+
+**Actions**:
+1. Access FlowConfig
+2. Review all prompts across configurations
+3. Check language, tone, and branding
+4. Verify multi-language content is accurate
+5. Provide feedback to administrators for content updates
+
+### Use Case 4: Training and Documentation
+
+**Scenario**: New team member learning how the contact center is configured.
+
+**Actions**:
+1. Review flow configurations to understand operational settings
+2. Read variable descriptions and values
+3. Listen to prompt previews to understand customer experience
+4. Document learnings for future reference
+
+---
+
+## Best Practices
+
+### 1. Regular Review
+
+- Periodically review configurations relevant to your role
+- Stay informed about current settings
+- Report discrepancies to your administrator
+
+### 2. Documentation
+
+- Take notes on configurations you frequently reference
+- Document variable meanings for your team
+- Create reference guides for common scenarios
+
+### 3. Communicate Findings
+
+- Report outdated or incorrect content to administrators
+- Suggest improvements based on customer feedback
+- Coordinate with Edit users on planned changes
+
+### 4. Use Preview Feature
+
+- Listen to voice prompts to understand customer experience
+- Test different voices to hear variations
+- Verify pronunciation of technical terms or proper nouns
+
+---
+
+## Understanding Access Levels
+
+If you need to make changes to flow configurations, contact your administrator to request elevated access:
+
+- **Edit Access**: Allows changing variable values and prompt content
+- **Full Access**: Allows creating, editing, and deleting configurations
+
+Your administrator will evaluate your request based on your role and responsibilities.
+
+---
+
+## Troubleshooting
+
+### I can't see a configuration I need
+
+- You may not have access to that configuration
+- Contact your administrator to request access
+- Verify you're searching with the correct ID or keywords
+
+### Preview voice isn't working
+
+- Check your network connection
+- Refresh the page and try again
+- Ensure the prompt contains text content
+
+### I found incorrect information
+
+- Document what you found (screenshot if possible)
+- Contact the administrator or Edit user responsible for that configuration
+- Do not attempt to modify it yourself
+
+---
+
+## Need Help?
+
+- **Questions about configurations**: Contact your administrator or the team that manages flow configs
+- **Technical issues**: Contact your IT support team
+- **Access requests**: Contact your Amazon Connect administrator
+- **Understanding variables**: Ask the contact flow designer or configuration owner
+

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@cxbuilder/flow-config",
-  "version": "2.1.1",
+  "version": "2.2.0",
   "license": "MIT",
   "description": "Amazon Connect third-party app for configuring variables and prompts in Connect contact flows",
   "author": {