Hi Everyone,
I am integrating Amazon Connect Chat with ServiceNow using OpenFrame/CCP.
My current implementation is as follows:
- A customer initiates a chat in Amazon Connect.
- The Create Interaction API successfully creates an Interaction record in ServiceNow.
- The Offer Work API is executed successfully.
- Advanced Work Assignment (AWA) routes the work to the correct queue and agent.
- OpenFrame/CCP is configured and being used for the integration.
After the work is assigned, the Interaction page opens successfully, and the work item is assigned to the agent. However, the Chat Workspace is not launched from the Interaction, preventing the agent from continuing the Amazon Connect chat.
I have verified the following:
- Create Interaction API is working correctly.
- Offer Work API returns success.
- AWA routing is working as expected.
- The work item is assigned to the correct agent.
My questions are:
- Is there any additional configuration required for the Chat Workspace to open after the Offer Work API completes?
- Is there any additional chat-specific configuration required in ServiceNow for Amazon Connect Chat to launch the Chat Workspace after the Interaction is created and the Offer Work API is successful?
- Has anyone successfully implemented Amazon Connect Chat with ServiceNow using Open Frame/CCP? If so, could you share the required configuration or troubleshooting steps?
Any suggestions or guidance would be greatly appreciated.
