Local Measure Engage provides full SMS routing capabilities for Amazon Connect. A key benefit is that all messages are routed via Amazon Connect - and not brought into the agent desktop on the side - which means that all queue and agents reports are also available for the SMS channel.
Prerequisites
- Correct configuration of Amazon Pinpoint
- Deployment of the Local Measure Engage CloudFormation stack with the required information specified
- A Distribution flow having been specified in Local Measure Engage
Add SMS channel in Engage
Open Engage in your web browser, click "Settings" on the left, and choose "Add new" under the Channels tab.
Within the "Add new channel" window, select the "Add a number for SMS" button.
In the “SMS Setup” window, enter a “name” for the SMS channel and the “phone number” you claimed in AWS Console, Amazon Pinpoint service.
Select the "Save" button.
This action will add the SMS channel to Engage, enabling you to send and receive text messages from the designated phone number.
[.callout-primary--book]Further reading: SMS Routing[.callout-primary--book]