Customize chat flow experiences by integrating custom participants - Amazon Connect
Activate timers for customers who are joined to a custom participantTroubleshooting tip

Customize chat flow experiences by integrating custom participants

You can integrate other solutions, such as bots, with Amazon Connect chat to create customized chat flow experiences.

Following is an overview of how you can customize your chat flow experience. Implement these steps for each chat segment after the chat conversation is started. We recommend adding an Invoke AWS Lambda function block to call the APIs in your chat flow.

Important

Add a Play prompt block before a Invoke AWS Lambda function block. This is required only when an Invoke AWS Lambda block is the first block in your inbound chat flow.

  1. Enable real-time streaming of chat messages.

  2. Call the Amazon Connect CreateParticipant API to add a custom participant (ParticipantRole = CUSTOM_BOT) to the chat contact.

    1. For information about how to create the SDK client for calling Amazon Connect APIs, see the following topics:

    2. Keep the ParticipantToken that is obtained from CreateParticipant to call CreateParticipantConnection. CreateParticipantConnection returns a ConnectionToken, which you can use to call other Amazon Connect Participant APIs.

      When calling CreateParticipantConnection to create a connection for a custom participant:

      • Set ConnectParticipant to True to mark the custom participant as connected for message streaming.

      • Pass Type as CONNECTION_CREDENTIALS to call the subsequent Amazon Connect Participant Service APIs.

      • CreateParticipantConnection should be called within 15 seconds of calling CreateParticipant.

  3. After the participant is added to the contact, they can exchange messages with the customer by using Amazon Connect Participant Service APIs.

  4. To disconnect the participant, call the DisconnectParticipant API.

Note

  • A custom participant cannot be added to a chat when an agent or Amazon Lex bot is already present on the contact.

  • A custom participant will be disconnected when an agent or Amazon Lex bot joins a contact.

  • Only one custom participant can be present on a contact.

We recommend configuring how long a custom participant can chat with a contact:

  • Set the Timeout property on the Wait block for the ParticipantRole = CUSTOM_BOT.

  • If the custom bot participant is not disconnected before the timeout, then the contact is routed down the Time Expired branch. This allows you to decide which block to run next to resolve the customer's query.

Note

If a contact is routed down the Time Expired branch, they are not disconnected from the contact. You must call the DisconnectParticipant API to disconnect the participant.

Activate timers for customers who are joined to a custom participant

You can activate timers on customers who are joined to custom participants, such as custom bots. This enables you to detect when a customer stops responding so you can then terminate that bot conversation, and perform the next step in the flow. By terminating idle participants, you can reduce the number of open chats where there is a non-responsive customer engaged with a custom participant.

Perform the following steps to integrate an Idle Participant Custom Bot Extension and optionally set custom timer values. These steps assume that the you already use the custom participant feature for chat.

  1. Before the custom participant joins the chat, invoke the UpdateParticipantRoleConfig API for the customer.

    1. Timers activate only for the customer. Custom participants do not have idle participant or auto-disconnect timers.

    2. You can choose the method for invoking the API.

    3. Timer values configured in this step persist for the life of the chat. If you want different timer values for the customer and agent interaction, see Step 2.

    4. If your client is already set up this way, you don't need to take any other action to integrate your custom participant.

  2. (Optional) To configure timers and timer values that are different during the customer and agent interaction than during the customer and custom participant interaction:

For more information about chat timers, see Set up chat timeouts for chat participants.

Starting timers

A timer begins for the customer after the custom participant establishes a connection to them using the CreateParticipantConnection API.

What happens when non-compatible participants join a chat with a custom participant

Following is what happens when an agent or Lex bot participant joins a chat with a custom participant, and they are non-compatible participants:

  1. The custom participant is automatically disconnected from the chat.

  2. All previously active timers are terminated and new timers are created for the connected participants (if timers are configured).

  3. Each new timer is also updated with the latest configuration (if needed). This effectively establishes a new "Idle session" for the new set of active participants on the chat.

Interaction with the Wait block timer

The idle timer does not impact how the Wait block works.

The Wait block timer that starts when the chat contact enters a Wait block continues to work. If the Wait block timer expires, the contact resumes the flow and is routed down the Time Expired branch, regardless of whether any idle participant timers are active.

Troubleshooting tip

If you get a ResourceNotFoundException for the custom participant when calling the CreateParticipantConnection API, check whether the CreateParticipantConnection API was called within 15 seconds of CreateParticipant API.