Messaging Queue Support for Amazon Connect Contact Center Groups

Supported Queue Types

When you set up queues for your Amazon Connect contact center, each queue can handle one or more channel types based on the objects assigned to the queue.

How Channel Synchronization Works

When queue management is enabled, Salesforce automatically synchronizes the correct channel settings with Amazon Connect routing profiles. You don’t have to update routing profiles manually in Amazon Connect.

• Adding a queue to a contact center group: Salesforce reads the queue’s supported objects and updates the associated Amazon Connect routing profile with all correct channels enabled. For example, if the queue supports both VoiceCall and MessagingSession, both Voice and Chat channels are enabled on the routing profile.
• Removing a queue from a contact center group: Salesforce removes all channel mappings for that queue from the routing profile. If the removed queue was the only source of a particular channel (for example, Chat), that channel is removed from the routing profile.

Changes synchronize one way, from Salesforce to Amazon Connect. Changes made directly in Amazon Connect aren’t pushed back to Salesforce.

Note Don’t modify the supported objects (VoiceCall or MessagingSession) on a queue while it’s assigned to a contact center group. Changing the supported objects directly can cause incorrect channel mappings in the associated Amazon Connect routing profile. To update a queue’s supported objects, first remove the queue from the contact center group, make the changes, and then add the queue back.

Import Flow for Messaging Queues

The import maps all queue types from Amazon Connect into Salesforce, including Messaging Only and Mixed queues. During import, Salesforce associates the appropriate supported objects (VoiceCall, MessagingSession, or both) with each queue based on the Amazon Connect routing profile’s channel configuration.

The import processes routing profiles in batches of 10 to comply with Amazon Connect’s API rate limits. When the import is complete, you receive an email notification.

These are the requirements to use import flow for messaging queues:

• Enable queue management in your Amazon Setup settings.
• Use contact center version 22.0 or later for messaging queue support.

Maximum Concurrent Chats

For contact center groups that support both voice and messaging, you can configure the maximum number of chat sessions a rep can handle simultaneously. This setting appears in the contact center group details and applies to all reps assigned to the group.

• The valid range is from 1 through 10 concurrent chat sessions per rep.
• Voice capacity is always 1 and can’t be changed. Reps can handle only one voice call at a time, regardless of this setting.
• The maximum concurrent chats value syncs with the corresponding Amazon Connect routing profile’s chat concurrency setting.

Considerations

• You can associate up to 10 queues with a contact center group.
• Mixed queues route both voice calls and messaging sessions through the same queue. Configure the maximum concurrent chats setting for each contact center group to control how many chat sessions reps in that group can handle at the same time.
• The import batches 10 routing profiles per request. Larger contact centers with many routing profiles take longer to import.
• After import, check whether the supported objects on each queue match the expected channel configuration.