Best practices for using the chat channel and
Amazon Lex
Following are some recommended best practices for using the chat channel and Amazon Lex together.
-
You can use the same bot for both the voice and chat channels. However, you may want the bot to respond differently based on the channel. For example, you want to return SSML for voice so a number is read as a phone number, but you want to return normal text to chat. You can do this by passing the Channel attribute. For instructions, see How to use the same Amazon Lex bot for voice and chat.
-
For voice, some words are best spelled phonetically to get the correct pronunciation, such as last names. If this is the case with your scenario, include it in the design of your bot. Or, you can keep the voice and chat bots separate.
-
Tell agents about the bot. When a contact is connected to the agent, the agent sees the entire transcript in their window. The transcript includes text from both the customer and the bot.
