Using Amazon Q (Engage Legacy)

Amazon Q in Connect is a feature designed to assist agents by recommending relevant content during interactions.

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How to access Amazon Q articles

Amazon Q articles can only be accessed from within Engage while an interaction is in progress. There are two ways to access these articles. The first way is to select the Suggested actions tab from the right-side panel.

The Suggested actions tab may recommend certain task templates along with the Amazon Q articles. You can recognize which of the suggested actions are Amazon Q articles by looking at the icon that appears along with it.

Amazon Q articles will always display a book icon in front of the name.

The search bar can be used to search for specific articles. For example, one can search for ‘Password’ to find the corresponding information from the Amazon Q knowledge base. The results returned from using the search bar will include Amazon Q articles as well as task templates. This is illustrated in the image below.

To view the article simply click on the name. It will appear as shown in the image below. At the bottom of the article are two buttons. You can click the button on the right labeled ‘Close’ to exit the article. The button on the left is a ‘copy’ button. This will copy the link to the source of the article. You can use this to quickly access the source of the article or to send the article source link to the customer.

Note: If the source of the article is not publicly accessible (e.g. if the article comes from Salesforce), the customer will not be able to view the article.

The second way to access Amazon Q articles is by selecting the lightbulb icon from the bottom of the middle panel near the chat box. This will recommend articles as well as task templates. Remember that you can identify which are Amazon Q articles by the book icon that appears in front of the name.

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If you want complete articles to be accessible by an Agent, they must be either HTML or plain text files.