Chat Transfers

SCC-AC supports transferring contacts to another agent or to another queue via the Amazon Connect quick connect feature, and the transfer button in the Omni-Channel enhanced messaging component. Please refer to the Amazon Connect documentation for information on how to create quick connects and assign them to queues so they are visible to agents.

For SCC-AC, ensure that the transfer flow used for agent quick connects (for directly transferring to a specific agent) is Sample Agent Transfer Flow. For queue quick connects (for transferring to a queue), the transfer flow should be Sample Queue Transfer Flow. It’s possible to customize the contents of these contact flows, as long as the Lambda function block remains as the first block in the flow.