Another participant has been invited - This is a message from Amazon Connect to let the agent know that they (the agent) made a request to add a participant to this chat. Chat started with Agent2 - This message
A customer named Brian serving a humanitarian mission in Tanzania got on a customer service live chat with an Amazon agent. Brian shared with the chat agent that USPS had lost his books and was wondering if he could reorder those same books. To his surprise, the Amazon live chat agent offe...
At Adobe Inc., “building our own bots has been crucial for scaling our Digital Media customer service automation. Amazon Connect’s seamless integration with our in-house bots through custom bot participants has revolutionized our customer experience. By h...
With this branch, you can route the customer to the previous agent, previous queue, or set a new working queue or agent. In your inbound flow, add the Set Disconnect Flow block. Use it to specify that when the agent or Amazon Lex bot has disconnected from the chat and only the ...
Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the CreateParticipantConnection API in the Amazon Connect Participant Service.
Optionally, under Data encryption, choose Customize encryption settings (advanced) if you want to encrypt your data with a customer managed key in the AWS Key Management Service (AWS KMS). By default, Amazon AppFlow encrypts your data with a KMS key that AWS creates, uses, and manages for...
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rooms programmatically. For example, a webhook can notify a customer service team about the creation of a new, high-priority ticket and add a link to the ticket in the chat message. Webhooks require custom development or third-party tools that can help integrate external systems with Amazon ...
Agent training guide for the Contact Control Panel (CCP) and agent workspace in Amazon Connect Agent workspace enables interacting with customer contacts, viewing information, creating cases, searching knowledge articles, setting status, and transferring contacts. October 4, 2024 Discover highly rated ...