Join a live chat session with AWS Support - AWS Support

Join a live chat session with AWS Support

When you request a live chat for your case, you choose to either use a new chat channel or a thread in the current channel for you and the AWS Support agent. Use this chat channel or thread to communicate with the support agent and any others that you invited to the live chat.

Important

Anyone who joins a channel with a live chat can view details about the specific support case and the chat history. Its a best practice to add only users that require access to your support cases. Any member of a chat channel or thread can also participate in an active chat.

Note

Live chat channels and threads also receive notifications when a correspondence is added to the case outside of the live chat session. This occurs before, during, and after a chat session, so you can use a chat channel or thread to monitor all updates for a case. If you chose to use a new chat channel, use the configuration channel that you invited the AWS Support App to reply to these correspondences.

To join a live chat session with AWS Support in a new channel

  1. In the Slack application, navigate to the channel that the AWS Support App creates for you. The channel name includes your support case ID, such as awscase-1234567890.

    Note

    The AWS Support App adds a pinned message to the live chat channel that contains details about your support case. From the pinned message, you can end the chat or resolve the case. You can find all pinned messages in this channel under the channel name.

  2. When the support agent joins the channel, you can chat about your support case. Until a support agent joins the channel, the agent won't see messages in that chat and the messages don't appear in your case correspondence.

    Screenshot of how to create a live chat in Slack.

  3. (Optional) Add other members to the chat channel. By default, chat channels are private.

  4. After the support agent joins the chat, the chat channel is active and the AWS Support App records the chat.

    You can chat with the agent about your support case and upload any file attachments to the channel. The AWS Support App automatically saves your files and chat log to your case correspondence.

    Note

    When you chat with a support agent, note the following differences in Slack for the AWS Support App:

    • Support agents can't view shared messages or threads. To share text from a message or thread, enter the text as a new message.

    • If you edit or delete a message, the agent still sees the original message. You must enter your new message again to show the revision.

    Example : Live chat session

    The following is an example of a live chat session with a support agent to fix a connectivity issue for two Amazon Elastic Compute Cloud (Amazon EC2) instances.

    Chat window with a live support agent in the Slack channel.

  5. (Optional) To stop the live chat, choose End chat. The support agent leaves the channel and the AWS Support App stops recording the live chat. You can find the chat history attached to the case correspondence for this support case.

  6. If the issue is resolved, you can choose Resolve case from the pinned message or enter /awssupport resolve.

    Example : End a live chat

    The following pinned message shows the case details about an Amazon EC2 instance. You can find the pinned messages under the Slack channel name.

    End a chat or resolve a support case in the Slack channel.
    Example : Correspondence notification in chat channel

    The following is an example of a live chat channel receiving a notification when the another collaborator adds an update after the chat has ended.

    Reply to support case in the Slack chat channel.

    The notification will indicate the chat status (requested, in progress, or ended) and whether the correspondence was added by an agent or by another collaborator. The Support App will also attempt to link back to the original Slack thread or channel where this chat was requested. You can reply to this case from that channel, or any other channel with access to this case.

To join a live chat session with AWS Support in the current channel

  1. In the Slack application, navigate to the thread in the current channel that the AWS Support App uses for the chat. In most cases, this will be the thread that started when the case was first created.

  2. When the support agent joins the thread, you can chat about your support case. Until a support agent joins the thread, the agent won't see messages in that thread, and the messages won't appear in your case correspondence when the chat ends.

    Note

    Messages sent to this channel outside of the chat thread are never seen by AWS Support, even while a chat is active.

    AWS Support chat interface showing a case about Alexa services with status updates.

  3. (Optional) Tag other channel members to notify them on the chat thread.

  4. After the support agent joins the chat, the chat thread is active and the AWS Support App records the chat. Similar to the new chat channel option, you can chat with the agent about your support case and upload any file attachments to the thread. The AWS Support App automatically saves your files and chat log to your case correspondence.

  5. (Optional) To stop the live chat, choose End chat from the initial message for this thread. The support agent leaves the thread and the AWS Support App stops recording the live chat. You can find the chat history attached to the case correspondence for this support case.

  6. If the issue is resolved, you can choose Resolve case from the initial message for this thread.

    AWS Support chat interface showing a new case about Alexa services with no agent joined yet.