Deploy step-by-step guides in Amazon Connect chats

PDFRSS

You can enable step-by-step Guides within Amazon Connect chats to create interactive, self-service experiences. This feature helps you resolve customer issues faster by gathering and transferring context to your agents. You can present the same guide that you built for your agents to customers for better configuration management.

Enable step-by-step Guides in Amazon Connect chats

1. Ensure that you have enabled and configured step-by-step Guides for agents. After you configure the guides, confirm that they pop up when a contact is reserved for an agent to answer.

2. Set up your flow to invoke Views in the chat flow by using the Show View Block, in the same way that you would configure this for your agent. The following example will trigger the guide when the chat bubble is chosen by the customer. The flow will go through two views before transferring the chat to an agent.

   

3. Create a hosted chat widget from the admin page. Set the chat flow to the one you created.

   

   This hosted chat will generate a script similar to the following:

   
   <script type="text/javascript">
     (function(w, d, x, id){
       s=d.createElement('script');
       s.src='https://d38ij7tdo5kvz7.cloudfront.net/amazon-connect-chat-interface-client.js';
       s.async=1;
       s.id=id;
       d.getElementsByTagName('head')[0].appendChild(s);
       w[x] =  w[x] || function() { (w[x].ac = w[x].ac || []).push(arguments) };
     })(window, document, 'amazon_connect', '0b68a091-3538-4dcd-888e-f3b3ae64c5aa');
     amazon_connect('styles', { iconType: 'CHAT', openChat: { color: '#ffffff', backgroundColor: '#123456' }, closeChat: { color: '#ffffff', backgroundColor: '#123456'} });
     amazon_connect('snippetId', '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');
     amazon_connect('supportedMessagingContentTypes', [ 'text/plain', 'text/markdown' ]);
   </script>                                      
                       

   The last line contains an array of allowed messages. You can add interactive messages to it to enable Guides within chat. For example:

   
   amazon_connect('supportedMessagingContentTypes', ['text/plain', 'application/vnd.amazonaws.connect.message.interactive', 'application/vnd.amazonaws.connect.message.interactive.response']);                        
                       

4. Add the following to your allow list of URLs to allow step-by-step Guides to work within chat:

   • your-website-url/views/renderer/

   If you use a CSP for the chat widget to work on your website, you should already have a cloudfront url. For example:

   • https://unique-id.cloudfront.net/amazon-connect-chat-interface.js

Note

You can also use Guides in chat with a custom build communications widget. For more information about adding step-by-step guides into your custom communications widget, see the Amazon Connect chat interface on Github.