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I am not clear on what you mean by "backend site"? Do agents have access to this backend site?
If yes, then you can either embed Amazon Connect's CCP (softphone) within your backend site as an IFrame or build a custom CCP using Amazon Connect Streams API (Streams). Refer https://github.com/amazon-connect/amazon-connect-streams.
answered 4 months ago
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If you’re using Connect for chat it makes sense for you to use the CCP, superficially a custom CCP where you can control what the agent sees. If you don’t want to use the CCP for the agent UI then I would say it might be better to use some other chat system and not Connect as you’re pretty much going to have to recreate a lot of the things that Connect does for you out of the box if you don’t want to use the CCP.
david
answered 4 months ago
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Backend site means I want to integrate the live chat messages, reply action from my management system, not AWS CCP. Is is possible? If I don't use CCP, Can I get the live chat messages, and do reply action from my backend site?