You'll see the full transcript of what the contact has already typed. If applicable, you'll also see what a bot or another agent has entered. In the following image,Johnis the name of the customer,BOTis the Amazon Lex bot, andJaneis the name of the agent. ...
An AWS Serverless application deployed to your AWS environment For a detailed walk-through and setup of the full CTI Adapter capabilities for Salesforce Lightning, see theAmazon Connect CTI Adapter for Salesforce Lightning installation guide.