AWS Connect Agent - Notification


Hi There,

Tool: AWS Connect Agent

Wondering if it is possible to be notified via text (sms) or email that a call is in the queue? In case the agent is away from his desk.

Thanks, Dan

1 Answer

There are multiple ways to do this. One way is to create a Lambda function to send email out with information about the statistic of the queue of interest via Pinpoint/SES to a mailing list. In your Customer Queue flow, set a timeout to branch and check the queue using the Check queue status block if there are calls in queues, if so, call invoke the Lambda from this flow with the proper parameters that you need to email your agents.

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