Select your cookie preferences

We use essential cookies and similar tools that are necessary to provide our site and services. We use performance cookies to collect anonymous statistics, so we can understand how customers use our site and make improvements. Essential cookies cannot be deactivated, but you can choose “Customize” or “Decline” to decline performance cookies.

If you agree, AWS and approved third parties will also use cookies to provide useful site features, remember your preferences, and display relevant content, including relevant advertising. To accept or decline all non-essential cookies, choose “Accept” or “Decline.” To make more detailed choices, choose “Customize.”

AWS Logo
Menu

Amazon Connect Chat using step-by-step guides

In this blog post we'll discuss how you can handle custom inputs when using Amazon Connect Step-By-Step Guides within the chat widget

Published Mar 9, 2025
Created in combination with Arie Hazekamp @ aws.
Amazon Connect chat has the ability to display step-by-step guides. This features provides a rich customer experience for situation such as dynamic menu buttons, data collection and form completion.
Image not found
However, the ability for a a customer to enter their own reply still exists by entering a message within the "Type a message" section shown above.
When the customer does this the No Match output is executed from within the Show View Flow block and therefore you need to handle this.
The content provided by the customer is then available within $.Views.ViewResultData.content and therefore can be used within Get Customer Input flow block that is handled by a LEX Bot.
Image not found
Once this is completed the resulting customer experience can be seen below
Many Thanks
Dan
 

Comments

Log in to comment