Amazon Connect Chat now supports quick reply and carousel messages
Amazon Connect Chat now supports new interactive message types, including quick replies and carousels, enabling you to create richer customer experiences and resolve issues faster. Quick replies allow you to present a list of options that customers can click to respond (e.g., “Yes,” “No”), and carousels enable customers to browse through options (e.g., list of products) and make a selection. These interactive message types enable you to send customers pre-configured response options, eliminating the need for a customer to type their response.
Amazon Connect Chat now supports new interactive message types, including quick replies and carousels, enabling you to create richer customer experiences and resolve issues faster. Quick replies allow you to present a list of options that customers can click to respond (e.g., “Yes,” “No”), and carousels enable customers to browse through options (e.g., list of products) and make a selection. These interactive message types enable you to send customers pre-configured response options, eliminating the need for a customer to type their response.
Powered by Amazon Lex, interactive messages help to increase chatbot accuracy, reduce customer friction, and increase self-service rates. If a conversation is escalated from a chatbot to an agent, the agent can see the prompt and the customer’s reply, ensuring that the full context of the conversation is available to the agent without the customer having to repeat themselves.
Interactive messages are available in all AWS regions where the Amazon Connect chat widget is offered. Carousels and quick reply messages are priced at the same rate as chat messages. For more information, visit the Amazon Connect pricing page. To learn more and get started, please see the documentation or visit the Amazon Connect website.