Inbound SMS handoff to Live Agent

Question

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.

rePost-User-2584070 · Answer

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/

Inbound SMS handoff to Live Agent

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