AWS connect documentation change
Summary
Added Step 4 with detailed requirements for creating/submitting an experience review recording, updated support ticket instructions, and expanded Apple Messages for Business implementation guidelines
Security assessment
Changes focus on compliance with Apple's UX policies and operational procedures rather than addressing security vulnerabilities. While the update includes privacy policy handling recommendations (via Rich Links) and data handling practices (agents accessing conversation history), these are standard compliance/UX best practices rather than responses to security flaws. No mention of vulnerabilities, encryption, authentication, or incident response.
Diff
diff --git a/connect/latest/adminguide/apple-messages-for-business.md b/connect/latest/adminguide/apple-messages-for-business.md index 4d99d7ab9..f82875f2b 100644 --- a//connect/latest/adminguide/apple-messages-for-business.md +++ b//connect/latest/adminguide/apple-messages-for-business.md @@ -5 +5 @@ -Prerequisites: Determine if Apple Messages for Business is the right channel for your use caseStep 1: Register with AppleStep 2: Gather required informationStep 3: Link your Apple Messages for Business ID to Amazon Connect +Prerequisites: Determine if Apple Messages for Business is the right channel for your use caseStep 1: Register with AppleStep 2: Gather required informationStep 3: Link your Apple Messages for Business ID to Amazon ConnectStep 4: Create and Submit Experience Review Recording @@ -11 +11 @@ Your customers can engage directly with your contact center from within their Me -When you enable Apple Messages for Business, your customers can find answers to their questions and request help from agents to resolve issues — all while using the familiar Messages application they use every day to chat with friends and family. Any time customers use Search, Safari, Spotlight, Siri, or Maps to call your registered phone number, they will be provided with the option to chat with your contact center. +When you enable Apple Messages for Business, your customers can find answers to their questions and request help from agents to resolve issues, while using the familiar Messages application they use every day to chat with friends and family. Any time customers use Search, Safari, Spotlight, Siri, or Maps to call your registered phone number, they will be provided with the option to chat with your contact center. @@ -90 +90 @@ Looking for technical support? [Open an Support ticket here](https://console.aws - 3. Use the dropdown box to choose **Account**. For **Category** choose **Activation** , and then choose **Next step: Additional information**. + 3. Use the dropdown box to choose **Chime (End user)**. For **Category** choose **Activation** , and then choose **Next step: Additional information**. @@ -150,0 +151,62 @@ Additionally, pass the [Apple experience review](https://register.apple.com/reso +## Step 4: Create and Submit Experience Review Recording + +Record a demo experience for review by Amazon Connect and Apple Messages for Business. The video must accurately represent the user journey that occurs when the account is in production (all use cases). Only upload a recording of the user's point of view (user's device). You don't need to send recordings from the agent console or the bot activated on the backend. You can split the video into multiple parts if needed. Demonstrate the [Rich Features](https://register.apple.com/resources/messages/messaging-documentation/customer-journey#interactive-features) you have integrated in the experience, the live agent interaction, and any [out of hours messages](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). Make sure you follow Apple Messages for Business's [Best Practices](https://register.apple.com/resources/messages/messaging-documentation/ux-design#best-practices) and [Policies](https://register.apple.com/resources/messages/messaging-documentation/policies). + +###### Tips for developing the user experience + + * **Introductory/welcome message:** Auto-respond to first message in a new conversation should be provided within 5 seconds by an automated system. When the customer starts a conversation with an automated system, provide a message like **This is an automated agent** or **I'm an automated agent**. For more information, see [Automated Messaging](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). + + * **Terms of Use and Privacy Policy statements:** These should be handled via a [Rich Link](https://register.apple.com/resources/messages/msp-rest-api/type-richlink#rich-link-messages) to the brand's web site, allowing users to read the full terms at their convenience. Do not send large bubbles of legal text in the conversation. These should only be sent the first time a user engages in the channel with the brand, or when the terms have been updated. + + * **Initial triage:** A triage menu should be sent at the beginning of the interaction. This is a quick way to guide and help the user. You may use a Quick Reply message (up to 5 options). For more information, see [Triage Customers](https://register.apple.com/resources/messages/messaging-documentation/ux-design#triage-customers). + + * **Make an introduction:** Always introduce live agents when a conversation begins, and after transferring a customer to a new agent. + + * **Live support availability:** If a customer sends help outside of normal customer service hours when live agents aren't available, an automated response should let them know when a live agent is able to respond. For more information, see [Automated Messaging](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). + + * **Allow switching from an automated to a live agent:** A live agent must be reachable anytime the customer texts the word "help". Additionally, if an automated agent doesn't understand a request, the agent must seamlessly transition to a live agent after displaying a message like "I'm routing your message to a live agent to better assist you." + + * **Don't ask for previously provided information:** Agents can access the entire conversation history, including previous responses and recent transactions, so there should be no need to ask a customer to repeat information. + + * **Rich Link:** All URLs should be sent as Rich Links. This means that no tap-to-load issues or in-text links should be sent. For more information, see [Use rich links for URLs](./add-apple-messages-for-business-features.html#rich-links) . + + * **Feature bubbles:** Should have a relevant thumbnail image and call to action text, so customers are clear on the content of the feature and recognize it as a tap-able item. + + * **We encourage the use of satisfaction surveys:** Once you complete an interaction with a customer, you may want to provide them with a customer service satisfaction (CSAT) survey. For a better customer experience, provide the CSAT surveys after the experience and not after every FAQ. For more information, see [Satisfaction Surveys](https://register.apple.com/resources/messages/messaging-documentation/ux-design#satisfaction-surveys). + + * **Typing indicators:** When an agent, live or automated, starts typing, the typing indicator should be displayed, so the experience is consistent. The typing indicator should be displayed before any message type (text or interactive). For messages sent by bots, as well as messages in sequence, use only a 1-second typing indicators before each message. For more information, see [Typing Indicator Message](https://register.apple.com/resources/messages/msp-rest-api/common-specs#typingindicatormessage). + + + + +After your experience review recording is created, you can once again create an Amazon Connect support ticket to share. Feedback will be provided by Amazon Connect and Apple Messages for Business before final approval. + + 1. Create a [special Support ticket](https://support.console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-chime-end-user&categoryCode=other) to share your experience review recording. If prompted, login using your AWS account. + + 2. Choose **Account and billing**. + + 3. Use the dropdown box to choose **Chime (End user)**. For **Category** choose **Activation** , and then choose **Next step: Additional information**. + + 4. For **Subject** enter **Apple Messages for Business Experience Review request**. + + 5. In the **Description** box, copy and paste the following template: + + Subject: Apple Messages for Business Experience Review request + + Body: + + Apple Messages for Business Account ID (required): enter your account ID + + 6. Attach the experience review recording. + + 7. Choose **Next step**. + + 8. Choose **Contact us** , choose your **Preferred contact language** , and then choose **Web** as the contact method, if it's not selected by default. + + 9. Choose **Submit**. + + 10. Support will work directly with the Amazon Connect team on your request and follow up with any feedback. + + + +