Chapter 13: Implementing Chat

As we discussed in Chapter 1, Benefits of Amazon Connect, the implementation of chat into your Amazon Connect instance is a major benefit to your organization. By implementing chat in Connect, you can use the same staff and skills to answer website and mobile application questions as you would on the phone. This synergy not only saves you expenses but also improves your customer experience by providing a universal feel.

The implementation of chat is highly dependent on your specific use case, be that a mobile application or a website, and what this is implemented with from a technology perspective. To understand the implementation of chat, we will take an approach similar to the one we took in Chapter 8, Interfacing Enterprise Applications, for the enterprise application integration. We will create a small mockup so that you can gain experience and background in the implementation of chat and then translate that into your environment. In this chapter...