Amazon Connect Chat and Messaging Fundamentals

Amazon Connect chat and messaging channels allow your customers to reach your organization through text-based communications. The supported Amazon Connect text-based channels are web chat, mobile chat, Short Message Service (SMS), and third-party messaging applications like WhatsApp and Facebook Messenger.

In this course, you will learn the benefits, typical use cases, and core concepts of Amazon Connect chat and messaging channels. You will explore the available integration options, and understand how to use these channels in alignment with your organizational needs.

-      Course level: Fundamental

-      Duration: 70 minutes

Activities

This course includes interactions and assessments.

Course objectives

In this course, you will learn to:

• Identify Amazon Connect chat and messaging channels.
• Recognize benefits of Amazon Connect chat and messaging channels.
• Recognize the built-in features and optional integrations of Amazon Connect chat and messaging channels.
• Recall the agent and customer experience using Amazon Connect chat and messaging.
• Recognize considerations for Amazon Connect chat and messaging service quotas.
• Recognize Amazon Connect chat and messaging security considerations.

Intended audience

This course is intended for Contact Center professionals, including those in roles such as:

contact center engineer. technologist, implementation consultant, and IVR designer.

Prerequisites

No prerequisites needed.

Course outline

Section 1: Introduction to Amazon Connect Chat and Messaging

·      Introduction to Amazon Connect Chat and Messaging Channels

·      Built-in Chat and Messaging Features

·      Optional Customization and Integrations

·      Customer and Agent Experience

·      Considerations

Section 2: Conclusion

·      Summary

Section 3: Knowledge Check Questions

·      Knowledge Check

Section 4: Getting Help

·      Learn More