Automatic messages are triggered when a new conversation comes into the inbox or when either the agent or customer has been idle for a while. You will need Administrator access in Engage in order to configure automatic messages.
Personalization tokens
Welcome and idle messages can be customized using personalization tokens to improve the customer experience, an example of this is illustrated below.
Adding a Welcome message
Welcome messages can be set up as a default for your organization and at a queue level.
To access the Administrator settings in Engage for Amazon Connect, click on the cogs icon on the left-hand side of the screen.
Click on the Workflows tab.
To add your Welcome message, click on the Edit workflow button and scroll down to Automatic Messages.
To add a Welcome message, click on the New Conversation button.
Add a custom welcome message and select whether it must be sent automatically or if the agent should be prompted before sending it.
Once you have completed the welcome message, click on Save Workflow in the right-hand corner of the screen to save your new welcome message.
Adding an Idle message
Agent idle and Customer idle are two kinds of automatic messages. Agent idle sends a message when the agent hasn’t responded for a set amount of time, and Customer idle does the same when the customer hasn’t responded.
To add an Idle message, click on either Agent idle or Customer idle in your Automatic Messages section under the Workflows tab.
If you choose Agent idle, the screen below will appear. Add your custom message, the idle time in seconds and select how often this message should be triggered. Also select if this should be sent automatically or if it should prompt the agent before sending.
Once you have completed the idle message, click on Save Workflow in the right-hand corner of the screen to save your new message.
To create a customer idle message select Customer idle and follow the same process.