Amazon Connect handoff

Ada’s Amazon Connect integration allows an AI Agent conversation to be escalated to a human agent in Amazon Connect via live chat or voice transfer. When a conversation escalates over live chat, the connector starts a Chat Contact in Amazon Connect, routes it through the Contact Flow you specify, and bidirectionally relays messages and attachments between the end user (via Ada) and the human agent (via the Amazon Connect Contact Control Panel).

Capabilities

The integration supports the following:

• Text messages from the end user to the agent (and vice versa)
• Attachments from the end user to the agent (and vice versa, up to 20 MB)
• Routing through any Amazon Connect Contact Flow specified per handoff
• Custom Amazon Connect Contact Attributes (via the attributes field or custom named fields)
• Checking queue hours of operation as a separate utility action

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Amazon Connect integration, complete the steps in this order:

1. Initial configuration — collect your AWS identifiers, create an SNS topic, and provision an IAM user.
2. Configure the handoff — set up the handoff block in your AI Agent and test the integration end-to-end.
3. Custom contact attributes (optional) — pass additional data to Amazon Connect on each handoff.
4. Additional actions (optional) — check queue hours of operation before escalating.