Step 5: Edit the contact flow greeting in the GUI - AI Contact Centre Walkthrough

Open ndx-try-aicc-main-flow in the Connect console, change the greeting to ‘hi this is a funky test’, save, and dial in to hear the difference.

Step 5 of 8 • 5 minutes

Step 5 5 minutes

Edit the contact flow greeting in the GUI

Open the contact flow ndx-try-aicc-main-flow in the Connect console, click the 'Greet and get intent via Lex' block, change its prompt text to 'hi this is a funky test', save and publish, then dial the council's number to hear your edit live.

The Flows page in the Connect admin lists every flow on the instance. Search for ndx-try-aicc-main-flow.

The flow editor, with ndx-try-aicc-main-flow loaded. The mini-map at the bottom-right shows the full graph (48 blocks).

Search the designer for 'Greet' to jump to the 'Greet and get intent via Lex' block. Click into it and edit the prompt text in the right-hand properties panel.

Expected outcome

• ✓ You can find ndx-try-aicc-main-flow under Routing → Flows in the Connect admin console
• ✓ You can click the 'Greet and get intent via Lex' block and edit its prompt
• ✓ Save and Publish complete without errors
• ✓ Dialling the council's number after publishing plays the new greeting

Why this matters

Contact flows are configurable. They are not a developer-only black box. A non-developer in your customer services team can change the words a caller hears in under a minute. This step proves it.

Find the flow

1. From the Connect admin home, open the left-hand nav and click Routing, then Flows.
2. In the flow list, search for ndx-try-aicc-main-flow and click into it. The visual flow editor opens.
3. The flow starts on the left. Find the block labelled "Greet and get intent via Lex". It's the first Get customer input block after the entry point. The icon shows a Lex bot.

Edit the greeting

1. Click the "Greet and get intent via Lex" block. The properties panel slides in from the right.
2. Scroll to the "Prompts" section. The current text reads something like "Hello, you've reached Aldershire District Council. This is an NDX:Try session. What can I help with?"
3. Click the prompt text and replace it with: hi this is a funky test
4. Click Save at the top right. A toast confirms "Flow saved".
5. Click Publish next to Save. A confirmation dialog appears. Click Publish in the dialog.

Hear it live

Dial the council's number from step 1. Instead of the corporate Aldershire greeting, you hear:

"Hi, this is a funky test."

The bot still does intent recognition after that line, so saying "bin collection" or "fly-tip" still routes correctly. You changed the words, not the routing.

Note: this change lives in your sandbox session only. Re-deploying the AI Contact Centre stack from CloudFormation, or running isb terminate on your sandbox lease, resets the flow to its IaC-defined wording. To make a permanent change, edit cloudformation/scenarios/ai-contact-centre/template.yaml in the source repository.

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