Create quick responses for use with chat contacts

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

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 in CCP.

Contents

• Assign security profile permissions
• Set up an Amazon Q in Connect knowledge base
• Add quick responses for use with chat contacts
• Add attributes for personalizing quick responses
• Edit quick responses
• Delete quick responses
• Import quick responses
• View import history
• Enable quick responses in a custom CCP