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Web Chat

Amazon Connect Chat is supported in NEONNOW. NEONNOW allows admin control over some features of Amazon Connect Chat. By default, Agents are allowed to send file attachments. This feature can be turn ON/OFF from Contact Centre--> instance --> Settings --> Channels--> Chat.

To allow agents to view and use rich text, toggle this option ON from Contact Centre--> instance --> Settings --> Channels--> Chat.

Additional Features​

The following advanced features can be utilised for the Chat Channel:

  • Attached data - The Attached Data feature allows the population of key information when agent receiving inbound interactions. Attached data equips agents with relevant information for handling calls.
  • After Call Work - add disposition codes following (or during) a live chat.
  • Interaction History - view agent call history
  • Missed Interaction - control the agent state behaviour after a missed chat
  • Templated Responses - add canned templates for agents to use in chats.