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Test Your Omni-Channel Implementation

Follow the Salesforce documentation to start testing your Omni-Channel implementation. By default, chat contacts will be routed to Amazon Connect agents assigned to the queue SCC-BasicQueue, as this is the default queue for SCC-AC inbound chat contact flow Sample SCC Inbound Flow.

If the messaging channel is configured to route using an Omni-Queue (or an Omni-Flow with a fallback queue) which has been mapped to an Amazon Connect queue in this contact center, the chat contact will be routed using the mapped Amazon Connect queue instead of SCC-BasicQueue. For more information please refer to Map Your Salesforce Queues to Telephony Provider Queues.

Before testing, make sure the agent is added in Salesforce to the same contact center as the unified routing contact flow, and that their routing profile in Amazon Connect includes either SCC-BasicQueue or the targeted mapped queue. For more information, please refer to Set Up Contact Center Users.

Start a test chat​

  1. With Omni-Channel opened with Active status for the agent under test, open a new incognito browser window (or use a different browser) and log into your AWS account.
  2. Log into your Amazon Connect instance with administrator privileges.
  3. Choose Test chat on the home page of the Amazon Connect instance (or visit the /test-chat path). test-chat
  4. Choose the test settings button at the top of the page, and ensure the Sample SCC Inbound Flow is selected as the contact flow. Choose Apply. test-chat test-chat
  5. (Optional) To test with a custom clientId value, you can pass it in the Contact Attributes field as a JSON object, for example: test-chat
  6. If all is configured correctly, a new chat session should begin when you choose Apply, and your Salesforce agent should see an incoming chat in Omni-Channel.