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Set up your customer's chat experience in Connect Customer - Amazon Connect Customer
More resources

Set up your customer's chat experience in Connect Customer

You can provide a chat experience to your customers by using one of the following methods:

More resources to customize the chat experience

  • Interactive messages provide customers with a prompt and pre-configured display options that they can select from. These messages are powered by Amazon Lex and configured through Amazon Lex using a Lambda. For instructions about how to add interactive messages through Amazon Lex, see this blog: Set up interactive messages for your Connect Customer chatbot.

    Connect Customer supports the following templates: a list picker and a time picker. For more information, see Add Amazon Lex interactive messages for customers in chat.

  • Enable Apple Messages for Business with Connect Customer

  • Connect Customer Service API Documentation, especially the StartChatContact API.

    The following example uses the AWS CLI to start a chat contact. The response returns the ContactId, ParticipantId, and ParticipantToken. Your back end uses these values to connect the participant by calling the Connect Customer Participant Service CreateParticipantConnection API.

    Call StartChatContact from a trusted back end

    The StartChatContact API uses AWS Signature Version 4 signing. Call it from your trusted back end (for example, an Lambda function), not directly from a customer's browser or mobile app. The following command is useful for testing and administration. For production chat integrations, use the Connect Customer ChatJS library. You can also use the startChatContactAPI back-end example in the Connect Customer Chat SDK and Sample Implementations on the GitHub website.

    In the following command, replace instance-id, contact-flow-id, and aws-region with your own values:

    aws connect start-chat-contact \
    --instance-id "instance-id" \
    --contact-flow-id "contact-flow-id" \
    --participant-details DisplayName="Jane Doe" \
    --initial-message ContentType="text/plain",Content="Hello, I need help" \
    --region "aws-region"

    The command returns the following response:

    {
    "ContactId": "00000000-0000-0000-0000-000000000000",
    "ParticipantId": "00000000-0000-0000-0000-000000000000",
    "ParticipantToken": "a-long-participant-token"
}

    Your back end can also get the connection information from this same call. Set the optional ConnectionTypes member on the request. Requesting WEBSOCKET returns a websocket URL. When your client connects to that URL, the participant is connected, so your back end does not call CreateParticipantConnection to connect the participant. Requesting CONNECTION_CREDENTIALS returns a connection token, but it does not connect the participant.

  • Connect Customer Participant Service API.

  • Connect Customer Chat SDK and Sample Implementations

  • Connect Customer Streams. Use to integrate your existing apps with Connect Customer. You can embed the Contact Control Panel (CCP) components into your app.

  • Enable message streaming for AI-powered chat