Troubleshoot issues with message streaming
Messages are not getting published to SNS
When this happens, we recommend checking the information in Step 1: Create a standard SNS topic:
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Make sure you are using standard SNS and not Amazon SNS FIFO (first in, first out). Currently, the message streaming APIs support only standard SNS for real-time streaming of messages.
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Make sure an SNS resource-based permission is applied correctly in your account.
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If server-side encryption is enabled, you need to give the same Amazon Connect service principal permission for encrypt and decrypt.
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Flow doesn't start
If you're using the message streaming APIs in place of websockets, send a connection acknowledgment event; see Step 4: Create the participant connection. This is synonymous to connecting to websocket. The flow begins only after that the connection acknowledgement event.
Call CreateParticipantConnection after StartContactStreaming to mark Customer as connected; see
Step 3: Enable message streaming on the
contact.
This ensures messages are sent after you have confirmed that the customer is ready
to receive them.
Issue not resolved?
If after trying the previous solutions you still have issues with message streaming, contact AWS Support for help.
Amazon Connect administrators can choose one of the following options to contact support:
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If you have an AWS Support account, go to Support Center
and submit a ticket. -
Otherwise, open the AWS Management Console
and choose Amazon Connect, Support, Create case.
It is helpful to provide the following information:
Your contact center instance ID/ARN. To find your instance ARN, see Find your Amazon Connect instance ID/ARN.
Your Region.
A detailed description of the issue.
