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Inbound SMS handoff to Live Agent

0

Exploring a use case where a customer can trigger an engagement with a live agent via two-way SMS. I see that I can setup the Pinpoint number to launch an SNS topic which triggers a Lambda function, however I'm not finding anything on how I can hand off from Lambda to an Amazon Connect routing flow to determine the proper queue and ultimately handoff the communication to a live agent.

Topics
ServerlessComputeApplication IntegrationBusiness ApplicationsMachine Learning & AI
Tags
AWS LambdaAmazon ConnectAmazon LexAmazon Simple Notification Service (SNS)
Language
English
rbartolu
asked 6 months ago242 views
1 Answer
1

Hello,

If you setup two way messaging for Pinpoint, reply can be sent to an SNS topic and then this can trigger Lambda as you can subscribe Lambda to SNS, but from there Lambda needs communicate with Amazon Connect. It does seem to be a custom solution.

You can build personalized customer experiences over SMS through Amazon Connect [+] https://aws.amazon.com/blogs/contact-center/building-personalized-customer-experiences-over-sms-through-amazon-connect/

AWS
SUPPORT ENGINEER
rePost-User-2584070
answered 6 months ago
profile pictureAWS
EXPERT
AWS-samfred
reviewed 6 months ago

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