# MIT No Attribution

# Copyright Amazon.com, Inc. or its affiliates. All Rights Reserved.

# Permission is hereby granted, free of charge, to any person obtaining a copy of this
# software and associated documentation files (the "Software"), to deal in the Software
# without restriction, including without limitation the rights to use, copy, modify,
# merge, publish, distribute, sublicense, and/or sell copies of the Software, and to
# permit persons to whom the Software is furnished to do so.

# THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED,
# INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
# PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT
# HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION
# OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE
# SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

AWSTemplateFormatVersion: 2010-09-09
Description: >
  "CloudFormation for re:Invent 2022 - BIZ310 - Real-time churn prediction in AI powered contact centres - Contact Flows"

Parameters:
  AmazonConnectInstanceARN:
    Default: "**** Enter the Full Amazon Connect Instance ARN ****"
    Description: The Amazon Connect Instance ARN
    Type: String
  BasicQueueARN:
    Default: "**** Enter the Full Basic Queue ARN ****"
    Description: The Basic Queue ARN
    Type: String
  RetentionQueueARN:
    Default: "**** Enter the Full Retention Queue ARN ****"
    Description: The Retention Queue ARN
    Type: String
  LexV2BotID:
    Default: "**** Enter the ID of the LexV2 Bot ****"
    Description: LexV2 Bot ID
    Type: String

Resources:

# Tasks Contact Flow
  ContactFlowTask:
    Type: AWS::Connect::ContactFlow
    Properties:
      Content: !Sub |
        {
          "Version": "2019-10-30",
          "StartAction": "61eee341-76a0-4d86-bb5a-94d77f07c757",
          "Metadata": {
            "entryPointPosition": {
              "x": 40,
              "y": 40
            },
            "ActionMetadata": {
              "61eee341-76a0-4d86-bb5a-94d77f07c757": {
                "position": {
                  "x": 123.2,
                  "y": 163.20000000000002
                }
              },
              "afdf6fe7-d393-4bf6-be3f-c0b76afd6c3f": {
                "position": {
                  "x": 678.4000000000001,
                  "y": 144
                }
              },
              "8961872e-a115-4890-b3c7-98ccc1428e37": {
                "position": {
                  "x": 380,
                  "y": 144
                },
                "parameters": {
                  "QueueId": {
                    "displayName": "RetentionQueue"
                  }
                },
                "queue": {
                  "text": "RetentionQueue"
                }
              },
              "5107034a-f3f5-4946-952b-82e49e5bb996": {
                "position": {
                  "x": 580,
                  "y": 379.20000000000005
                }
              }
            }
          },
          "Actions": [
            {
              "Parameters": {
                "FlowLoggingBehavior": "Enabled"
              },
              "Identifier": "61eee341-76a0-4d86-bb5a-94d77f07c757",
              "Type": "UpdateFlowLoggingBehavior",
              "Transitions": {
                "NextAction": "8961872e-a115-4890-b3c7-98ccc1428e37"
              }
            },
            {
              "Parameters": {},
              "Identifier": "afdf6fe7-d393-4bf6-be3f-c0b76afd6c3f",
              "Type": "TransferContactToQueue",
              "Transitions": {
                "NextAction": "5107034a-f3f5-4946-952b-82e49e5bb996",
                "Errors": [
                  {
                    "NextAction": "5107034a-f3f5-4946-952b-82e49e5bb996",
                    "ErrorType": "QueueAtCapacity"
                  },
                  {
                    "NextAction": "5107034a-f3f5-4946-952b-82e49e5bb996",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "QueueId": "${RetentionQueueARN}"
              },
              "Identifier": "8961872e-a115-4890-b3c7-98ccc1428e37",
              "Type": "UpdateContactTargetQueue",
              "Transitions": {
                "NextAction": "afdf6fe7-d393-4bf6-be3f-c0b76afd6c3f",
                "Errors": [
                  {
                    "NextAction": "5107034a-f3f5-4946-952b-82e49e5bb996",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {},
              "Identifier": "5107034a-f3f5-4946-952b-82e49e5bb996",
              "Type": "DisconnectParticipant",
              "Transitions": {}
            }
          ]
        }

      Description: Tasks Contact Flow
      InstanceArn: !Ref AmazonConnectInstanceARN
      Name: 2.reInvent-Tasks
      State: ACTIVE
      Type: CONTACT_FLOW

# Incoming Contact Flow
  ContactFlowIncoming:
    Type: AWS::Connect::ContactFlow
    Properties:
      Content: !Sub |
        {
          "Version": "2019-10-30",
          "StartAction": "ae3966a1-ebc6-41e3-8237-a7cbca8659d4",
          "Metadata": {
            "entryPointPosition": {
              "x": 14.4,
              "y": 14.4
            },
            "ActionMetadata": {
              "ae3966a1-ebc6-41e3-8237-a7cbca8659d4": {
                "position": {
                  "x": 40.800000000000004,
                  "y": 164
                }
              },
              "8f71e817-5f20-4f6b-ae41-2a86401296c2": {
                "position": {
                  "x": 56,
                  "y": 336
                }
              },
              "4f149db0-fb18-4f04-9751-1f3495bb2cd4": {
                "position": {
                  "x": 365.6,
                  "y": 522.4
                }
              },
              "006a7e00-4664-46b7-b3dd-ac39734ae865": {
                "position": {
                  "x": 352.8,
                  "y": 292
                }
              },
              "ceb1c83e-7310-4dee-9b43-1e5186116e39": {
                "position": {
                  "x": 54.400000000000006,
                  "y": 520
                },
                "overrideConsoleVoice": false
              },
              "8c956eef-1264-4f94-87ff-6833037e0cb1": {
                "position": {
                  "x": 301.6,
                  "y": 52
                },
                "dynamicMetadata": {}
              },
              "29dee670-0fff-4ace-8b48-00fea708f82f": {
                "position": {
                  "x": 2447.2000000000003,
                  "y": 19.200000000000003
                }
              },
              "2139df13-e56a-48b4-95f4-a3fd134a18da": {
                "position": {
                  "x": 2618.4,
                  "y": 392.8
                }
              },
              "44a7641e-984f-43f3-9a70-73a4ebe90498": {
                "position": {
                  "x": 2635.2000000000003,
                  "y": 597.6
                }
              },
              "5bffcccf-5352-47d4-8953-2c6440a3e86f": {
                "position": {
                  "x": 562.4,
                  "y": 40.800000000000004
                },
                "parameters": {
                  "Attributes": {
                    "customerid": {
                      "useDynamic": true
                    },
                    "firstName": {
                      "useDynamic": true
                    },
                    "lastName": {
                      "useDynamic": true
                    },
                    "contractedMonths": {
                      "useDynamic": true
                    },
                    "phoneNumber": {
                      "useDynamic": true
                    },
                    "email": {
                      "useDynamic": true
                    },
                    "customerProfile": {
                      "useDynamic": true
                    }
                  }
                },
                "dynamicParams": [
                  "customerid",
                  "firstName",
                  "lastName",
                  "contractedMonths",
                  "phoneNumber",
                  "email",
                  "customerProfile"
                ]
              },
              "7a63aba6-03c1-454f-afa6-4eef2dc8f42b": {
                "position": {
                  "x": 2096,
                  "y": -30.400000000000002
                }
              },
              "6fcad9a5-6a5b-4cb0-a0e6-046876bb8526": {
                "position": {
                  "x": 1600,
                  "y": 5.6000000000000005
                },
                "dynamicMetadata": {}
              },
              "2660417b-2e85-425a-ac1b-a0669549ad30": {
                "position": {
                  "x": 1629.6000000000001,
                  "y": 356.8
                }
              },
              "a55bb9f7-0698-4722-bbfd-cfae5defb313": {
                "position": {
                  "x": 825.6,
                  "y": 40
                }
              },
              "03241672-8698-4e89-a49d-b4a88f6a298f": {
                "position": {
                  "x": 1330.4,
                  "y": 24.8
                },
                "parameters": {
                  "Attributes": {
                    "customerSentiment": {
                      "useDynamic": true
                    }
                  }
                },
                "dynamicParams": [
                  "customerSentiment"
                ]
              },
              "325f8335-720e-4c9f-9510-4d7360c65192": {
                "position": {
                  "x": 1089.6000000000001,
                  "y": 48
                },
                "parameters": {
                  "LexV2Bot": {
                    "AliasArn": {
                      "useDynamic": false,
                      "useLexBotDropdown": true,
                      "lexV2BotName": "reInvent2022-LexBot"
                    }
                  }
                },
                "useLexBotDropdown": true,
                "lexV2BotName": "reInvent2022-LexBot",
                "conditionMetadata": [
                  {
                    "id": "a3119770-88e0-456e-85b8-b9b5a1a348a0",
                    "operator": {
                      "name": "Equals",
                      "value": "Equals",
                      "shortDisplay": "="
                    },
                    "value": "Agent"
                  },
                  {
                    "id": "ed8b19de-19e6-4b83-8c74-705a47c3c9bf",
                    "operator": {
                      "name": "Equals",
                      "value": "Equals",
                      "shortDisplay": "="
                    },
                    "value": "FallbackIntent"
                  }
                ]
              },
              "95bf16b1-031e-422b-8b83-01b562911870": {
                "position": {
                  "x": 1841.6000000000001,
                  "y": 22.400000000000002
                },
                "conditionMetadata": [
                  {
                    "id": "f94367ec-1435-4a09-9544-2fc600242cc6",
                    "operator": {
                      "name": "Equals",
                      "value": "Equals",
                      "shortDisplay": "="
                    },
                    "value": "NEGATIVE"
                  },
                  {
                    "id": "03851dd5-c2d4-416f-9da6-405a31f7c25e",
                    "operator": {
                      "name": "Equals",
                      "value": "Equals",
                      "shortDisplay": "="
                    },
                    "value": "POSITIVE"
                  }
                ]
              },
              "28b1864c-89fa-43f9-a3b1-c1c523c522e2": {
                "position": {
                  "x": 2390.4,
                  "y": 288.8
                },
                "parameters": {
                  "QueueId": {
                    "displayName": "BasicQueue"
                  }
                },
                "queue": {
                  "text": "BasicQueue"
                }
              },
              "c176c71b-ac83-481f-a157-3c4ee01727e6": {
                "position": {
                  "x": 2103.2000000000003,
                  "y": 155.20000000000002
                }
              }
            }
          },
          "Actions": [
            {
              "Parameters": {
                "FlowLoggingBehavior": "Enabled"
              },
              "Identifier": "ae3966a1-ebc6-41e3-8237-a7cbca8659d4",
              "Type": "UpdateFlowLoggingBehavior",
              "Transitions": {
                "NextAction": "8f71e817-5f20-4f6b-ae41-2a86401296c2"
              }
            },
            {
              "Parameters": {
                "RecordingBehavior": {
                  "RecordedParticipants": [
                    "Agent",
                    "Customer"
                  ]
                },
                "AnalyticsBehavior": {
                  "Enabled": "True",
                  "AnalyticsLanguage": "en-US",
                  "AnalyticsRedactionBehavior": "Disabled",
                  "AnalyticsRedactionResults": "None",
                  "AnalyticsMode": "RealTime"
                }
              },
              "Identifier": "8f71e817-5f20-4f6b-ae41-2a86401296c2",
              "Type": "UpdateContactRecordingBehavior",
              "Transitions": {
                "NextAction": "ceb1c83e-7310-4dee-9b43-1e5186116e39"
              }
            },
            {
              "Parameters": {},
              "Identifier": "4f149db0-fb18-4f04-9751-1f3495bb2cd4",
              "Type": "DisconnectParticipant",
              "Transitions": {}
            },
            {
              "Parameters": {
                "Text": "Sorry we had an issue with your phone number or you are not in the database."
              },
              "Identifier": "006a7e00-4664-46b7-b3dd-ac39734ae865",
              "Type": "MessageParticipant",
              "Transitions": {
                "NextAction": "4f149db0-fb18-4f04-9751-1f3495bb2cd4",
                "Errors": [
                  {
                    "NextAction": "4f149db0-fb18-4f04-9751-1f3495bb2cd4",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "TextToSpeechVoice": "Joanna"
              },
              "Identifier": "ceb1c83e-7310-4dee-9b43-1e5186116e39",
              "Type": "UpdateContactTextToSpeechVoice",
              "Transitions": {
                "NextAction": "8c956eef-1264-4f94-87ff-6833037e0cb1"
              }
            },
            {
              "Parameters": {
                "LambdaFunctionARN": "arn:aws:lambda:${AWS::Region}:${AWS::AccountId}:function:CustomerProfiles",
                "InvocationTimeLimitSeconds": "3"
              },
              "Identifier": "8c956eef-1264-4f94-87ff-6833037e0cb1",
              "Type": "InvokeLambdaFunction",
              "Transitions": {
                "NextAction": "5bffcccf-5352-47d4-8953-2c6440a3e86f",
                "Errors": [
                  {
                    "NextAction": "006a7e00-4664-46b7-b3dd-ac39734ae865",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {},
              "Identifier": "29dee670-0fff-4ace-8b48-00fea708f82f",
              "Type": "TransferContactToQueue",
              "Transitions": {
                "NextAction": "2139df13-e56a-48b4-95f4-a3fd134a18da",
                "Errors": [
                  {
                    "NextAction": "2139df13-e56a-48b4-95f4-a3fd134a18da",
                    "ErrorType": "QueueAtCapacity"
                  },
                  {
                    "NextAction": "2139df13-e56a-48b4-95f4-a3fd134a18da",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Text": "Sorry there was an error with the system, please call us back later."
              },
              "Identifier": "2139df13-e56a-48b4-95f4-a3fd134a18da",
              "Type": "MessageParticipant",
              "Transitions": {
                "NextAction": "44a7641e-984f-43f3-9a70-73a4ebe90498",
                "Errors": [
                  {
                    "NextAction": "44a7641e-984f-43f3-9a70-73a4ebe90498",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {},
              "Identifier": "44a7641e-984f-43f3-9a70-73a4ebe90498",
              "Type": "DisconnectParticipant",
              "Transitions": {}
            },
            {
              "Parameters": {
                "Attributes": {
                  "customerid": "$.External.customerid",
                  "firstName": "$.External.firstName",
                  "lastName": "$.External.lastName",
                  "contractedMonths": "$.External.contractedMonths",
                  "phoneNumber": "$.CustomerEndpoint.Address",
                  "email": "$.External.email",
                  "customerProfile": "$.External.customerProfile"
                }
              },
              "Identifier": "5bffcccf-5352-47d4-8953-2c6440a3e86f",
              "Type": "UpdateContactAttributes",
              "Transitions": {
                "NextAction": "a55bb9f7-0698-4722-bbfd-cfae5defb313",
                "Errors": [
                  {
                    "NextAction": "a55bb9f7-0698-4722-bbfd-cfae5defb313",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Text": "I am sorry to hear you are not feeling happy today, let me find out somebody to help you ASAP."
              },
              "Identifier": "7a63aba6-03c1-454f-afa6-4eef2dc8f42b",
              "Type": "MessageParticipant",
              "Transitions": {
                "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                "Errors": [
                  {
                    "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "LambdaFunctionARN": "arn:aws:lambda:${AWS::Region}:${AWS::AccountId}:function:LexSentimentUpdate",
                "InvocationTimeLimitSeconds": "8"
              },
              "Identifier": "6fcad9a5-6a5b-4cb0-a0e6-046876bb8526",
              "Type": "InvokeLambdaFunction",
              "Transitions": {
                "NextAction": "95bf16b1-031e-422b-8b83-01b562911870",
                "Errors": [
                  {
                    "NextAction": "95bf16b1-031e-422b-8b83-01b562911870",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Text": "Sorry there was an error capturing your request, you will be transferred to an agent."
              },
              "Identifier": "2660417b-2e85-425a-ac1b-a0669549ad30",
              "Type": "MessageParticipant",
              "Transitions": {
                "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                "Errors": [
                  {
                    "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Text": "Hi $.External.firstName $.External.lastName welcome to the churn prediction re Invent workshop."
              },
              "Identifier": "a55bb9f7-0698-4722-bbfd-cfae5defb313",
              "Type": "MessageParticipant",
              "Transitions": {
                "NextAction": "325f8335-720e-4c9f-9510-4d7360c65192",
                "Errors": [
                  {
                    "NextAction": "325f8335-720e-4c9f-9510-4d7360c65192",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Attributes": {
                  "customerSentiment": "$.Lex.SentimentResponse.Label"
                }
              },
              "Identifier": "03241672-8698-4e89-a49d-b4a88f6a298f",
              "Type": "UpdateContactAttributes",
              "Transitions": {
                "NextAction": "6fcad9a5-6a5b-4cb0-a0e6-046876bb8526",
                "Errors": [
                  {
                    "NextAction": "6fcad9a5-6a5b-4cb0-a0e6-046876bb8526",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Text": "In a few words please tell us how can we help you today before we transfer you to an agent.",
                "LexV2Bot": {
                  "AliasArn": "arn:aws:lex:${AWS::Region}:${AWS::AccountId}:bot-alias/${LexV2BotID}/TSTALIASID"
                }
              },
              "Identifier": "325f8335-720e-4c9f-9510-4d7360c65192",
              "Type": "ConnectParticipantWithLexBot",
              "Transitions": {
                "NextAction": "2660417b-2e85-425a-ac1b-a0669549ad30",
                "Conditions": [
                  {
                    "NextAction": "03241672-8698-4e89-a49d-b4a88f6a298f",
                    "Condition": {
                      "Operator": "Equals",
                      "Operands": [
                        "Agent"
                      ]
                    }
                  },
                  {
                    "NextAction": "03241672-8698-4e89-a49d-b4a88f6a298f",
                    "Condition": {
                      "Operator": "Equals",
                      "Operands": [
                        "FallbackIntent"
                      ]
                    }
                  }
                ],
                "Errors": [
                  {
                    "NextAction": "03241672-8698-4e89-a49d-b4a88f6a298f",
                    "ErrorType": "NoMatchingCondition"
                  },
                  {
                    "NextAction": "2660417b-2e85-425a-ac1b-a0669549ad30",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "ComparisonValue": "$.Lex.SentimentResponse.Label"
              },
              "Identifier": "95bf16b1-031e-422b-8b83-01b562911870",
              "Type": "Compare",
              "Transitions": {
                "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                "Conditions": [
                  {
                    "NextAction": "7a63aba6-03c1-454f-afa6-4eef2dc8f42b",
                    "Condition": {
                      "Operator": "Equals",
                      "Operands": [
                        "NEGATIVE"
                      ]
                    }
                  },
                  {
                    "NextAction": "c176c71b-ac83-481f-a157-3c4ee01727e6",
                    "Condition": {
                      "Operator": "Equals",
                      "Operands": [
                        "POSITIVE"
                      ]
                    }
                  }
                ],
                "Errors": [
                  {
                    "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                    "ErrorType": "NoMatchingCondition"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "QueueId": "${BasicQueueARN}"
              },
              "Identifier": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
              "Type": "UpdateContactTargetQueue",
              "Transitions": {
                "NextAction": "29dee670-0fff-4ace-8b48-00fea708f82f",
                "Errors": [
                  {
                    "NextAction": "2139df13-e56a-48b4-95f4-a3fd134a18da",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            },
            {
              "Parameters": {
                "Text": "I am glad to hear you are feeling happy and energized today. Let me connect you to an agent now."
              },
              "Identifier": "c176c71b-ac83-481f-a157-3c4ee01727e6",
              "Type": "MessageParticipant",
              "Transitions": {
                "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                "Errors": [
                  {
                    "NextAction": "28b1864c-89fa-43f9-a3b1-c1c523c522e2",
                    "ErrorType": "NoMatchingError"
                  }
                ]
              }
            }
          ]
        }

      Description: Incoming Contact Flow
      InstanceArn: !Ref AmazonConnectInstanceARN
      Name: 1.reInvent-Incoming
      State: ACTIVE
      Type: CONTACT_FLOW