---
schema_version: "1"
id: e0dd10200d1711386946b8fb0248dce6c55f232dccc383d67e7b34176ef75be3
title: Create a Rule in Amazon Connect That Identifies Intelligence Signals
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_intelligence_amazon_rule_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_intelligence_amazon_rule_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 36ee410e96071d32b05bd098cfd84f85f20d5808430839c0f122fb15ab42ea9d
description: Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria.
products:
  - Service Cloud
release: "264"
---
# Create a Rule in Amazon Connect That Identifies Intelligence Signals

Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

After creating the rule in Amazon Connect, you must create a corresponding Conversation Intelligence rule in Salesforce scoped to a specific service channel instance. To apply the same action across multiple channels, create a separate Salesforce Conversation Intelligence rule for each channel and add the rule to your Amazon Connect instance as well.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)

Tip To perform exact keyword matching without any other conditions, create a rule that automatically triggers an action based on detected keywords.

1. In Amazon Connect, click **Rules**.
    
    ![The Rules option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_connect_rules_option.png)
2. Click **Create a rule** | **Contact lens**.
3. From the When dropdown, select **A Contact Lens real-time analysis is available**.
    
    Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) doesn't support Contact Lens Post-Call Analysis.
4. To define a condition, click **Add condition**, select the condition type, and then enter the condition.
    
    ![Add the condition in the Amazon rule.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_rule_condition.png)
5. Add more conditions if needed. If you add multiple conditions, specify whether any or all conditions must be met.
    
    ![The conditions appear in the rule.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_connect_rule_conditions.png)
6. Click **Next.**
7. Enter a descriptive name of the category, such as Service-Cancellation. The category name is the signal value that’s sent to the custom component when a rule is detected.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)
    
    Tip Don’t add an action in Amazon Connect. Instead, in a later step, you set up and trigger an action in Salesforce based on this category.
    
    ![Category name for rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_connect_rule_create.png)
8. Click **Next**.
9. Review the rule, and then click **Save and publish**.
    
    A new rule applies only to contacts that occur after the rule is added.

#### See Also

- [Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&release=264.0.0&type=5 "Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.”")
- [_Amazon Documentation_: Create Rules with Contact Lens](https://docs.aws.amazon.com/connect/latest/adminguide/build-rules-for-contact-lens.html)