Enable Amazon Connect quick responses in a custom Contact Control Panel (CCP)

PDFRSS

To enable your agents to use quick responses for an embedded or custom CCP, you use the Amazon Connect Streams library on GitHub to call the SearchQuickResponse API and return a list of quick response search results to CCP. For more information, see Amazon Connect Streams Documentation on Github.

Note

To prevent search API misuse, we implemented default values for the following request parameters:

• debounceTime – 250ms between subsequent SearchQuickResponse API calls

• maxSearchResults – 25

• Search priority order:

  1. shortcut key

  2. name

  3. content

  4. description

For information about the agent's experience using quick responses, see Search for quick responses to customers.