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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

amazonconnect
Dan Bloy
Published Mar 9, 2025
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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.
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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.
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Once this is completed the resulting customer experience can be seen below
Many Thanks
Dan
 
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