Adding Digital Messaging Support to Your Contact Center with Amazon Connect Chat's Message Streaming APIs and AWS Serverless Services

Overview

This solution enables you to extend your contact center's capabilities by adding support for digital messaging channels such as Facebook Messenger and Slack using Amazon Connect Chat's Message Streaming APIs and various serverless services on AWS. By following this guide, you will understand how Amazon API Gateway receives data from messaging apps, processes it through Lambda functions, utilizes Amazon Connect for message streaming, queries contact context on Amazon DynamoDB, and finally delivers reply messages to customers via APIs from the source channel.

Prerequisites

Before you begin implementing this solution, ensure you have the following prerequisites in place:

AWS Account: You should have an AWS account to create and configure the required services.

Amazon Connect Instance: Set up an Amazon Connect instance that you want to enhance with digital messaging channels.

Facebook Messenger/Slack Developer Account: Access to the respective developer platforms for Facebook Messenger and Slack to create and configure messaging applications.

API Gateway and Lambda Access: Basic knowledge of Amazon API Gateway and AWS Lambda services.

Amazon SNS Topic: Create an Amazon Simple Notification Service (SNS) topic for message delivery.

Amazon DynamoDB: Set up an Amazon DynamoDB table to store contact context information.

Architecture Solution Diagram https://github.com/vkolyvas/awsDigital-Messaging/blob/ea738542b9ad5b5d04c5a2f41f5637197c59687b/awsDigital_messaging.drawio.png

Implementation Steps Follow these steps to implement the solution:

1. Create API Gateway Endpoints Set up an API Gateway in AWS to expose endpoints for receiving messages from external messaging channels (e.g., Facebook Messenger or Slack). Ensure that you configure the necessary security, such as authentication and authorization, based on your requirements.
2. Lambda Functions for Data Processing Develop Lambda functions that handle incoming messages from the API Gateway. These Lambda functions should perform tasks such as message validation, formatting, and routing.
3. Message Streaming with Amazon Connect Configure Amazon Connect Chat's Message Streaming API to receive messages from Lambda functions. Integrate this API with your Amazon Connect instance to enable real-time chat messaging.
4. Store Contact Context in DynamoDB Create a Lambda function that queries and updates contact context information in Amazon DynamoDB. This Lambda function should be invoked by the Amazon Connect Chat Message Streaming API whenever a message is received.
5. Reply Message Delivery Develop Lambda functions or use the existing ones to generate reply messages based on the contact context stored in DynamoDB.
6. API Gateway Integration Configure the API Gateway to expose endpoints for delivering reply messages to the respective messaging channels (e.g., Facebook Messenger or Slack).
7. Test and Monitor Thoroughly test the entire workflow, including message reception, context storage, and reply message delivery. Implement logging and monitoring using AWS CloudWatch or other relevant services to ensure the solution's reliability and performance.

Usage

Receiving Messages: External messaging channels (e.g., Facebook Messenger or Slack) will send messages to the API Gateway endpoints you've set up.

Message Processing: The Lambda functions responsible for message processing will validate, format, and route the incoming messages.

Message Streaming: Messages will be streamed in real-time to Amazon Connect using the Message Streaming API.

Contact Context: The Lambda function responsible for querying and updating contact context in DynamoDB will be invoked by the Message Streaming API.

Reply Messages: Lambda functions will generate reply messages based on the contact context stored in DynamoDB.

Message Delivery: Reply messages will be delivered to the customer through the API Gateway endpoints that you've configured for the respective messaging channels.

Conclusion

By following this guide, you can seamlessly integrate digital messaging channels into your contact center using Amazon Connect Chat's Message Streaming APIs and AWS serverless services. This solution provides a scalable and efficient way to enhance customer communication and support through various messaging platforms.

For more detailed instructions and code samples, refer to the documentation and code samples provided in the associated repository.

Happy messaging!

Note: This README provides a high-level overview of the solution. Detailed implementation steps and code samples may be available in the associated repository or documentation.