Creating Quick Connects (Engage Legacy)

Quick connects in Amazon Connect are shortcuts for transferring contacts to a queue, a specific agent, or an external number. They help agents efficiently handle contacts by reducing the steps required for a transfer.

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Creating quick connects

When you create a Quick Connect, you specify the following:

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Type: Determines where the contact can be transferred. It could be a queue, a user, or an external number.

Destination: The specific queue, user, or number where the contact will be transferred.

Description: A short note to describe the purpose of the quick connect.

Phone Type: For 'External Number' type, you also specify whether it's a Direct Inward Dial number (DID) or a Toll-Free number.

Note: E.164 format is required for external phone-number-based quick connects

Here's how to create quick connects:

In the Amazon Connect Dashboard go to Routing and then Quick connects.

Click Add quick connect.

Fill out the details like name, description, type, and contact destination.

Save the quick connect.

Remember, Quick Connects are made available to agents through routing profiles. You can assign multiple Quick Connects to a routing profile, providing agents with various transfer options based on the current contact or situation.

For more information on quick connects please see the AWS documentation:

https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html

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