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Is Lex stream supported in Connect?

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I have a Lex bot being used in Connect through a "Get Customer Input" block. In Lex, I have set "Fulfillment updates" messages (fulfillment start and periodic update) and delay to be 1 second. The "Fulfillment updates" toggle is set to "Active". My lambda takes 4 seconds to complete. As results, It did not work. I did not received fulfillment start message or periodic update message. When tested using Connect test chat, the lambda took about 4 seconds to fulfill and the conversation simply moved on. The documentation states that Fulfillment updates only works in Lex streaming mode. Therefore my questions are:

  1. Is Lex integration with Connect in streaming mode? 2a) If no to (1), what alternative solutions can offer "fulfillment updates" when using Lex in Connect? 2a) If yes to (1), what I potentially did wrong with my setup. Any references on the topic of Lex fulfillment updates with Connect I can study.

Much appreciated.

Topics
Application IntegrationServerlessMachine Learning & AIComputeBusiness Applications
Tags
Amazon ConnectAWS LambdaAmazon Lex
Language
English
asked a year ago355 views
1 Answer
1
Accepted Answer

Based on the information available, I can address your questions about Lex streaming support in Amazon Connect:

Currently, Lex fulfillment updates through streaming are not supported in Amazon Connect's standard integration The integration between Amazon Connect and Lex does not support streaming mode or fulfillment updates since Connect uses PutSession API for Lex integration rather than StartConversation. The fulfillment updates feature is only available when using the StartConversation operation with Lex. The standard Connect-Lex integration follows a turn-based conversation model aligned with PutSession API's functionality, which is why fulfillment progress updates are not supported in the default integration.

For alternative solutions when using Lex in Connect, there are a few approaches:

1)Implement a custom solution using a Lambda function as an intermediary between Connect and Lex. This Lambda can initiate the Lex interaction while simultaneously triggering a prompt in Connect during the wait period.

2)Consider breaking the interaction into smaller steps to manage the conversation flow more effectively.

While these suggestions serve as general guidelines. For detailed assistance with your requirements, we recommend reaching out to AWS Support for more targeted solutions with access to your complete context and resources.

Sources
Lex and Connect | AWS re:Post
Integrating an Amazon Lex V2 bot with a contact center - Amazon Lex https://docs.aws.amazon.com/lexv2/latest/dg/streaming-progress.html

answered a year ago
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reviewed a year ago
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reviewed a year ago
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revised a year ago

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