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Amazon Connect: Up and Running

You're reading from   Amazon Connect: Up and Running Improve your customer experience by building logical and cost-effective solutions for critical call center systems

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Product type Paperback
Published in Apr 2021
Publisher Packt
ISBN-13 9781800563834
Length 338 pages
Edition 1st Edition
Tools
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Author (1):
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Jeff Armstrong Jeff Armstrong
Author Profile Icon Jeff Armstrong
Jeff Armstrong
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Table of Contents (17) Chapters Close

Preface 1. Section 1: Planning
2. Chapter 1: Benefits of Amazon Connect FREE CHAPTER 3. Chapter 2: Reviewing Stakeholder Objectives 4. Chapter 3: Sketching Your Contact Flows 5. Chapter 4: Connect Costing 6. Section 2: Implementation
7. Chapter 5: Base Connect Implementation 8. Chapter 6: Contact Flow Creation 9. Chapter 7: Creating AI Bots 10. Chapter 8: Interfacing Enterprise Applications 11. Chapter 9: Implementing Callbacks 12. Chapter 10: Implementing Voicemail 13. Chapter 11: Implementing Call Analytics 14. Chapter 12: Implementing Contact Lens 15. Chapter 13: Implementing Chat 16. Other Books You May Enjoy

Connecting to Amazon Connect

By default, Connect cannot just use Lex bots after they are created—they need to be attached first. To make this connection, we will have to enter the AWS Management Console and edit the instance. This function isn't performed in the Connect Administration Console. Let's use the following steps to build this connection:

  1. To begin, click on Amazon Connect in the AWS console. See the following screenshot for reference:

    Figure 7.20 – Amazon Connect

  2. You will be presented with a list of your Connect instances. Find the instance that you deployed as part of Chapter 5, Base Connection implementation. You will want to click the link in the leftmost column (Figure 7.21) to access the AWS Management Console for this instance. If you click the Uniform Resource Locator (URL) in the second column, you will be taken to the Connect Management Console. We will get to those configurations in the next section. The instance list is shown...
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