When we launched Amazon Connect, we began offering chat support via chat.laits.utexas.edu. When you complete a chat, copy the transcript of the chat into the ServiceNow incident that you create for the contact. Chat transcripts are logged in S3 and are accessible if need be, contact Cummings, Antonino if you need to review a chat transcript. As a part of supporting remote instruction, LAITS has begun supporting some online classes as described here. If you are in a role or routing profile that may take chatbot escalations, you must use the custom agent control panel found here: https://chat.laits.utexas.edu/agent
To use the custom agent control panel, simply log in to Amazon Connect as normal and then open https://chat.laits.utexas.edu/agent in a new window rather than clicking the phone icon.
Routing profiles may be edited and assigned by Amazon Connect Admins under Users > User Management > Selecting a User > Edit. All full time employees have this permission.
| Profile Name | Description |
|---|
| LAITS Voice Only | Only takes voice calls | | LAITS Chat Only | Only takes chats that come in through chat.laits.utexas.edu | | LAITS Voice/Chat/Student Chat | Takes voice calls and chats from faculty/staff AND chats escalated by the chat bot. You MUST use the custom control panel when assigned this profile. | | LAITS Chat/Student Chat | Takes both faculty/staff chats AND chats escalated by the chat bot. You MUST use the custom control panel when assigned this profile. | | LAITS Student Chat | Takes only chats escalated escalated by the chat bot. You MUST use the custom control panel when assigned this profile. | | LAITS Voice/Chat backup | Has a lower priority and takes voice calls and chats from chat.laits.utexas.edu when agents assigned to other profiles are busy. | | LAITS AV Support | Takes only voice calls from faculty/staff who select 1 from the call menu for classroom technology issues. |
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