Amazon Connect Chat

Amazon Connect

Amazon Connect is a contact center as a service (CCaS) solution that offers easy, self-service configuration and enables dynamic, personal, and natural customer engagement at any scale.

Amazon Connect Chat allows your customers to chat with contact center agents from any of your corporate applications, on the web, or on mobile devices. This makes interactions asynchronous, so customers can start a chat with a customer service representative or chatbot, disconnect from it, and then continue the conversation. You can even switch devices and resume chatting.

Agents have a single interface to help customers use voice and chat. This reduces the number of tools agents need to learn and the number of screens they need to interact with. Chat activities integrate with your existing contact center flows and the automation you've developed for the voice channel. You create your flows once and use them across multiple channels. Metrics, reports, and dashboards already used for telephony are also available for chat so that uniform reporting across various channels is guaranteed.

Services to use with Amazon Connect

To help provide a better contact center, you can use Amazon Connect with the following AWS services.

Steps to set up your contact center

Create an Amazon Connect instance. Use an instance to contain all the resources and settings related to your contact center. You specify how you plan to manage user accounts, whether your contact center will accept incoming calls and make outbound calls, and review the location where data will be stored in your Amazon S3 bucket.
Set up phone numbers for your contact center. If you're using voice, either claims a phone number that AWS provides, or port your current phone number to Amazon Connect. If you choose to port your numbers, we suggest claiming a number so you can test Amazon Connect and build your contact center while waiting for your numbers to be ported over.
Set up routing. Create your queues and routing profiles, and set your hours of operation. In your routing profiles, specify the channels that agents should use: voice, chat, tasks, or all three. You also specify how many chats and tasks an agent can manage at the same time.
Create Amazon Connect Flows. Establish a flow to define the customer experience with your contact center from start to finish. A single flow works for voice, chat, and tasks, which makes your design more efficient. When you build flows and configure the blocks, indicate how the flow should work for voice, chat, and tasks.
Add users, which are your managers and agents, and configure their settings. Assign a routing profile to each agent, specify whether they are using a softphone or desk phone, and set how long they have for After contact work. For instructions, see Add users to Amazon Connect and Set up agents.
If you're using chat, we provide several tools to help you enable your customer-facing app to engage with Amazon Connect chat. For more information, see Set up your customer's chat experience.
There's a lot you can do to optimize your contact center. Here are a couple of additional steps that you may find useful:
1. Set up recording behavior. Monitor live conversations and review past conversations. This is a way that managers can coach agents and help them improve. For voice conversations, set up recording in your flows. For chat conversations, set up recording at the instance level.
  To learn how to monitor conversations, see Set up live monitoring for voice and/or chat.
2. Add an Amazon Lex bot to Amazon Connect. Use Amazon Lex in your contact center to reduce the load on your agents. For example, a bot can handle the initial interaction before the chat is routed to an agent and also answer common questions for the customer.

Set up your Amazon Connect instance

Step 1: Launch Amazon Connect

Log in to the AWS Management Console (https://console.aws.amazon.com/console) using your AWS account.
In the AWS Management Console, at the top of the page, choose the Services drop-down menu.
In the search box, type Amazon Connect.
Choose Amazon Connect.
If this is the first time you've been to the Amazon Connect console, you'll see the following Welcome page.
Choose to Get started.

Step 2: Create an instance

On the Amazon Connect virtual contact center instances page, choose to Add an instance.
Type a unique name for your instance. For example, the following image shows mytest10089 as a name. Choose a different name for your instance. Then choose Next.
On the Add administrator page, add a new administrator account for Amazon Connect. Use this account to log in to your instance later using the unique access URL. Choose Next.
The user name will be your Amazon Connect login. It's case-sensitive.
The password must be between 8-64 characters and must contain at least one uppercase letter, one lowercase letter, and one number.
On the Telephony Options page, accept the default settings and choose Next.
On the Data storage page, accept the default settings and choose Next.
On the Review and create a page, choose Create instance.
After the instance is created, choose to Get started.
On the Welcome to Amazon Connect page, choose Skip for now.
You're now on the Amazon Connect dashboard. On the left is the navigation menu. Your instance name (also called an alias) displays in the URL.
Your instance alias is located in the first part of the URL. The navigation menu.

Step 3: Claim a phone number

On the navigation menu, choose Channels, and Phone numbers.
On the right side of the page, choose Claim a number.
Select the DID (Direct Inward Dialing) tab. Use the drop-down arrow to choose your country/region. When numbers are returned, choose one.
Write down the phone number. You call it later in this tutorial.
In the Description box, type this note: this number is for testing.
In the Flow / IVR box, choose the drop-down arrow, and then choose Sample inbound flow (first contact experience).
Choose Save.

Test the sample voice and chat experience

Step 1: Handle a voice contact

On the navigation menu, choose Dashboard.
On the Dashboard page, choose Test chat.
Choose Activate Contact Control Panel.
If your browser prompts you to grant microphone access, choose Allow.
If your browser prompts you to allow notifications, choose Allow.
In the test CCP, set your status to Available.
Use your mobile phone to call the phone number that you claimed earlier. If you didn't write down the number, you can find it by going to Channels, Phone numbers.
When your call is joined to Amazon Connect you'll hear "Press 1 to be put in queue for an agent, 2 to ..." This is the Sample inbound flow that Amazon Connect runs by default.
You can play around with the different options in the Sample inbound flow. To connect to an agent, press 1, 1, 1.
In the CCP, choose to Accept the call.
You'll see what the CCP looks like when an agent is connected to a customer.
Choose End call.
Now the contact is in the After Contact Work (ACW) state. This is when the agent might enter some notes about the contact.
Choose Close contact. This frees up the agent to take another incoming contact.

Step 2: Handle a chat contact

In Step 1, you used the Contact Control Panel (CCP) to manage a voice contact. In this step, you experience how to use the CCP to manage a chat contact.

Choose the chat bubble to start a chat.
The Sample inbound flow automatically transfers to you a queue. However, you can type a message as the customer and the agent receives it. For example, I need help resetting my password.
In the CCP, accept the incoming chat.
Use the CCP to send chat messages to the customer.
When you're done chatting, choose End chat. Then in the CCP, choose Close contact.

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