Amazon Connect: Implementing Chat in Connect

This is a course within the Amazon Connect curriculum. We introduce you to how you can use Amazon Connect Chat to communicate with customers. We explore how Amazon Connect Chat aligns with your organizational needs and integrates with AWS services to manage the chat experience.

• Course level: Intermediate
• Duration: 1 Hour

Activities

This course includes presentations, e-learning interactions, video, and knowledge checks.

Course objectives

In this course, you will learn to do the following:

• Use chat communication capabilities in an Amazon Connect Instance
• Select and implement a chat solution to accomplish your organizational goals
• Describe the deployment options for Amazon Connect Chat

Intended audience

This course is intended for the following:

• Technical professionals who work with, or would like to work with the implementation, management, and optimization of the contact center.

The primary audience is small, medium, and enterprise-size contact center professionals. This includes the roles of agents, administrators, quality analysts, supervisors, call center managers, developers, and AWS partners. We assume that the audience might have general to extensive experience and knowledge of contact centers.

Prerequisites

We recommend that attendees of this course have done the following:

• Completed the Introduction to Amazon Connect and the Contact Control Panel (CCP) course
• Completed the Introduction to Amazon Connect Administrative Interface course
• Completed the Creating and Managing Amazon Connect Instances course
• Used the AWS Console to create and manage an Amazon Connect instance
• Received authorization to perform all relevant actions in the AWS Console, such as AWS Identity and Access Management (IAM) roles and
• Amazon Connect, like Security Profiles
• Developed functional knowledge of a form of skills-based routing
• Developed foundational knowledge of omnichannel contact centers and web-based chat communication

Course outline

Lesson 01: Introduction to Amazon Connect Chat

•       Overview of Amazon Connect Chat

•       What is Amazon Connect Chat?
•       Scenario: Quickly connect customers to agents
•       Benefits of using Amazon Connect Chat
•       How does Amazon Connect Chat work?

•       Features of Amazon Connect Chat

•       Built-in features

•       Asynchronous messaging
•       Attachments and rich text support

•       Optional integrations and customizations

•       Amazon Lex
•       Interactive messaging
•       Apple Messages for Business
•       Real-time chat message streaming

•       Why choose Amazon Connect Chat?

•       Increase agent efficiency
•       Automate business processes
•       Increase customer satisfactions
•       Optimize business practices

•       Metrics and reports

•       Real-time metrics reports
•       Historical metrics reports

•       Amazon Connect Chat experience

•       Agent experience
•       Customer experience

•       Knowledge Check
•       Summary

Lesson 02: Configure Amazon Connect Chat

•       Configure agent routing profiles

•       Configure agent routing profiles
•       Channels and concurrency
•       Queues
•       Priority and delay
•       Contact flows

•       Test the Amazon Connect Chat experience

•       Locate link to test chat utility
•       Identify the key areas of the Test chat utility page
•       Prepare for the Test chat experience
•       The customer chat interface
•       The agent chat interface
•       End the chat

•       Video: Walkthrough of the chat configuring process
•       Knowledge Check
•       Summary

Lesson 03: Integrate Amazon Connect Chat

•       Five modes to use Amazon Connect Chat

•       Implement Chat with the out-of-the-box widget
•       Customize Chat with ChatJS
•       Integrate to Apple Messages for Business
•       Implement real-time chat message streaming
•       Use AWS Software Development Kits

•       Choose an integration
•       Knowledge Check
•       Summary

Lesson 04: Considerations

•       Service Quotas

•       Amazon Connect service quotas
•       Rate of API requests

•       Integrate with AWS services

•       How to integrate
•       Self-service
•       Amazon Lex and agent interaction
•       Interactive messages

•       Manage the conversation

•       Chat durations
•       Contact attributes

•       Additional resources to implement Amazon Chat

•       Amazon Connect Participant Service API
•       Implement sample chat applications

•       Troubleshoot Amazon Connect

•       Error in Widget
•       Real-time message streaming

•       Knowledge Check
•       Summary

Lesson 05: Summary

•       Summary of each lesson

•       What is Amazon Connect Chat?
•       Configure Amazon Connect Chat
•       Integrate with Amazon Connect Chat
•       Considerations

•       Moving Forward

Lesson 06: Course Assessment

Lesson 07: Additional Resources

Lesson 08: Feedback