Category: Messaging

Introduction Government agencies and regulated organizations are required to apply protective markings to outbound email as a compliance and security control. A common approach is to add a custom X-Protective-Marking header, but Amazon Simple Email Service (Amazon SES) does not include custom headers in its DomainKeys Identified Mail (DKIM) signature. This means the marking can […]

Overview Manual DKIM signing on Amazon Simple Email Service (Amazon SES) gives you direct control over which headers your messages sign, including the ability to over-sign headers for DKIM replay attack mitigation. Amazon SES offers two DKIM signing paths, and the difference between them determines how much control you have. Easy DKIM: SES manages DKIM […]

Building a unified multi-channel agent experience Building a unified agent workspace for voice, SMS, and WhatsApp requires connecting three distinct communication channels — each with its own provisioning path, compliance model, and throughput characteristics — into a single routing and analytics experience. This post shows how to architect that unified workspace on Amazon Connect Customer, […]

If you manage email templates in Amazon Pinpoint and need to migrate them to Amazon Simple Email Service (Amazon SES) v2 before the October 30, 2026 end of support deadline, you know the challenge: renaming fields, converting placeholder syntax, handling click-tracking attributes, and deploying at scale, all tedious and error-prone when done manually across dozens […]

Introduction International two-way SMS with Amazon Connect Customer requires navigating country-specific telecom regulations, origination identity types, and registration processes. Contact centers serving global customers need to reach them via SMS in their local country, but each country has different origination identity types, registration requirements, and two-way messaging capabilities. Amazon Connect Customer natively supports two-way SMS […]

Today, supply chain teams are challenged by how long it takes to resolve urgent issues, and disruptions are estimated to cost the industry billions in losses each year. The problem isn’t a lack of trying. Teams are buried in coordination rather than focused on decisions. Legacy tools and processes can’t keep pace with a network […]

Introduction Booking.com is one of the world’s largest online travel platforms. Its customer service organization runs on Amazon Connect Customer, and a voice engineering team supports the contact experience across several lines of business and locales. Booking.com manages Amazon Connect Customer flows as code at scale, and its flow designers still work in the Amazon […]

How AcmePets unified disparate knowledge sources to deliver accurate, region-specific pet information to contact center agents worldwide Introduction AcmePets is a worldwide pet information service with global contact centers that helps callers from around the world access accurate information about pet care. A significant portion of their inquiry volume centers on vaccination requirements for cats […]

Amazon Connect Customer migrations stall because of common avoidable pitfalls that push timelines, inflate budgets, and erode stakeholder confidence. Based on our experience supporting dozens of enterprise contact center migrations, we’ve identified the most common reasons migrations stall and what organizations can do differently. This post is for migration program managers, IT leaders, and business […]

Onboarding agents into Amazon Connect Customer becomes a manual task when organizations standardize on AWS IAM Identity Center as the federation hub for their AWS environment, synchronizing their corporate identity provider (IdP) into a central Identity Store and using it for single sign-on across AWS applications. If you run Amazon Connect Customer this way, and […]