Category: AWS End User Messaging

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 […]

Introduction Video calling capabilities in Amazon Connect enable organizations to provide face-to-face interactions between human agents and customers. However, organizations must be mindful of implementing this feature securely while ensuring proper authentication. In this blog post, we will demonstrate how you can easily and quickly set up secure video calling in Amazon Connect with end-user […]