Create quick responses for use with chat and email contacts in Amazon Connect - Amazon Connect

Create quick responses for use with chat and email contacts in Amazon Connect

Quick responses provide contact center agents with pre-written responses in English that they can use during chat and email contacts. Quick responses are especially useful for answering common customer inquires. They help improve agent productivity, reduce handle times, and improve customer satisfaction scores. Quick responses are available in English only.

You can use the Amazon Connect admin website or Amazon Q in Connect actions to create quick responses. You can add single quick responses or import many of them at the same time. You can also personalize responses with user-defined attributes. In addition, you can assign shortcut keys to quick responses, and associate them with routing profiles so that agents can quickly access relevant content.

By default, CCP enables agents to search quick responses. Custom builders can use Amazon Connect Streams to programmatically implement quick response search in their implementations of CCP.

For information about how agents search for quick responses, see Search for quick responses to customers in the Contact Control Panel (CCP).

Tip

Even though quick responses use the Amazon Q in Connect APIs, quick responses don't lead to additional billing. You only pay for the chat message price or email price. For more information, see Amazon Connect Pricing.

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