Amazon GREF facilities support

Last reviewed: 2026-10-15

Use the Amazon GREF Salesforce app for the Harbor facilities demonstration. Maya Chen first asks about room 4B, then reports a recurring cold-room problem in 4C. Alex handles the follow-up with Agent Assist. The scene uses October 12, 2026, at 9:10 a.m. New York time; “today” and the 10 a.m. workshop refer to that demonstration clock.

The voice agent is Amazon GREF — Facilities Self Service (4927). The listening agent is Amazon GREF — Facilities Copilot (4928). The optional Spanish email scene is not included.

Voice self-service

Call +1 800-520-8156, or start the voice agent in Studio Preview. On the Connect route, a recorded welcome introduces the AI assistant while the support Case is prepared. The AI then asks what you need help with. The welcome does not establish your identity. Complete the approved demonstration verification when requested. A familiar caller name does not establish verification.

In Studio Preview v3, open the verification notification, then select Open link. The phone shows a labelled Preview simulation with a Face ID animation. Wait for confirmation and the return to the call. This is simulated verification. An actual inbound call uses the separate secure passkey page; first-time devices select Save a passkey, then Verify with your new passkey.

Ask for the air-conditioning request in Harbor, room 4B. The current record is WO-10481 — Scheduled, with a visit window of today, 2–4 p.m. Answering this question does not complete the maintenance order.

Then explain that room 4C is too cold again, this is the third report this week, and a workshop for 12 people starts at 10 a.m. The voice agent retrieves the prior record and offers human coordination. Accept the transfer. The saved handoff includes the actual conversation and retrieved sources.

Studio's Show AI Activity lets the presenter inspect the lookup and handoff results while the employee stays on voice. Starting separate voice and Copilot previews does not automatically bridge their audio. The app is available from the DevSDO App Launcher as Amazon GREF.

Take a call through Amazon Connect

  1. Open Amazon GREF in the same DevSDO org as Allianz.
  2. Open Omni-Channel, then Phone. Sign into the existing Amazon Connect adapter as erigolden@deloitte.com, allow microphone access, and select the existing Allianz - Available presence status.
  3. Call +1 800-520-8156. The facilities voice agent answers first.
  4. Ask for a representative and accept the transfer. Accept the incoming call in Omni. Its caller label is Maya Reyes and its Call Reason is Recurring Temprature Issue. The saved GREF Case opens with the actual handoff.
  5. GREF Copilot starts on answer. Check that both sides of the human conversation appear in the transcript before demonstrating spoken capture.

A normal goodbye ends the self-service call. Human assistance does not require the caller to complete verification, but unverified Cases keep their protected sources hidden.

For a browser call through the same Connect route, open agent 4927 v3 in Studio, open full-screen Preview and turn on Telephony. Select the DCCDev Connect connection and Amazon GREF - Facilities Self Service. Enter ANI with its country code and leave DNIS blank. Then start the call. Telephony uses the published agent configured in Connect.

If no offer arrives, check the Phone sign-in, Omni availability and capacity. If the call connects but Copilot stays blank, check the human-call reference on the Case and reopen it. A failed Copilot start does not disconnect the human call. The voice path, native queue routing and representative headset/audio should be checked together before a live presentation.

Salesforce follow-up

Open the resulting Case in Amazon GREF. Review the handoff before greeting Maya. The left sidebar shows the employee portrait, verified identity, contextual insights, and expandable Contact Details and Site Details. Missing details remain “Not provided.” The center retains Salesforce Case highlights and Case Summary, Details and Related tabs. Case Summary opens with Room 4C — Snapshot: Prior work, Recurrence, and Current report. Select View work order to open the source details in the related list. Onset and surrounding-room impact remain unconfirmed until supplied in the call. The separate Current Case activity panel shows real Salesforce handoff and Task records; search them, expand details, or select a record title to open it. The right panel contains Agent Assist and Transcript tabs. Before a call is attached, that rail shows guidance from the saved Case. Spoken field capture starts when the human conversation is connected to Copilot.

AI Transfer Summary is a short summary in Agent Assist and starts expanded. It groups Handled by AI agent and Open Items, and stays open as the form changes; you can collapse it yourself. The full saved context remains available to the copilot. Case Summary contains Work-order history (2), initially collapsed and styled as a normal related list. Select View work order or expand the history, then select WO-10492 to show the technician note and source details. These are facilities demo service records.

  1. In Agent Assist, review the short handoff and expand View procedure · KB-FAC-07 · Version 1 to inspect the procedure. Select Start follow-up to open the native form in Case Summary. The history collapses below the form and remains available.
  2. Confirm when the issue returned, reported symptoms, affected area, workshop headcount and time, and whether alternative-space assistance was requested. If a field remains blank, ask a short follow-up or enter the employee’s confirmed answer. For a conditional room request, explicitly confirm whether to request alternative-space assistance. Agent Assist shows three progress groups: current conditions, workshop impact and alternative space. The highlighted field is waiting for an answer; captured values still need review.
  3. Review the captured values. Preserve uncertainty such as “other rooms unverified.” Manual changes take precedence over later suggestions.
  4. Review the facilities destination and message, then check the review box.
  5. Select Submit follow-up. The UI first confirms the saved draft, then the accepted follow-up.

F-10493 — Awaiting facilities review is a demonstration queue receipt linked to WO-10492. It does not mean a technician was dispatched or the room was repaired. The earlier work order remains Completed. Requesting alternative-space assistance does not book a room.

Request another room

When Maya has explicitly requested alternative-space help, select Request alternative space after the facilities receipt appears. The middle of Case Summary changes to the room-request form. Headcount and workshop start come from the reviewed follow-up; no duration is assumed.

Ask when the workshop ends and whether there are location or equipment preferences. In the extended script Maya says, “We finish at eleven this morning. Preferably on the same floor, and we need a screen.” The new details populate from her speech. Unstated preferences can remain blank.

Review the requirements with Maya, check the review box and select Send room request. Wait for the separate WS-… · Awaiting availability receipt. It records a workplace support request on the same Case. A room has not been reserved. Only the open form listens for speech; closing a form preserves its local draft, and Save draft persists it.

Employee update and wrap-up

Agree the proposed 9:30 a.m. progress update with Maya, before the authored 10 a.m. workshop. Review the message and check the confirmation, then select Send demo update. Both request references appear in the message when alternative-space help was requested. Wait for Delivered (demo) before describing the message as delivered in the demonstration. This outbox does not send a real SMS or email.

After the call, select Wrap up in Case Summary or Agent Assist. The familiar Salesforce wrap-up modal opens. Review the summary, facilities request type and customer intents. Keep the Case open while the follow-up awaits review, then select Mark as Complete. Press Escape to leave the modal without completing the call activity.

The call is complete; the Case remains open awaiting facilities review. Agent Assist now shows the saved completion state with the short handoff expanded. The Transcript tab still opens the human conversation. The 9:30 a.m. commitment belongs to Alex in the authored October 12 scenario. It is not an Amazon service-level promise or repair ETA.

If a save fails, read the error and refresh to check the saved state before retrying. Unverified Cases hide their source context and cannot submit a facilities follow-up.