If an agent is on a call, can they accept a chat in Amazon Connect?

In Amazon Connect, when an agent is actively engaged on a voice call, they are typically not able to accept a chat simultaneously. This design ensures that the agent can focus on the call at hand without being distracted by other incoming communications. The system prioritizes voice interactions to maintain a high quality of service and effective communication during the call.

Chat and voice channels are handled separately within the Amazon Connect environment, so engaging in a chat while on a call could lead to potential issues with response quality, customer experience, and overall efficiency. Agents are usually encouraged to complete their current engagement before taking on new tasks, such as accepting a chat. This approach enhances the overall productivity and experience for both the agent and the customer.

In scenarios where a chat might come from the same customer, or if an agent has access to multiple devices, those situations do not change the fundamental operating principle; hence, the ability to handle chats while on a call remains restricted.