Amazon Connect chat and messaging

Improve customer satisfaction and agent productivity with seamless chat and SMS experiences

Amazon Connect chat and messaging allows you to help customers through text-based communication channels, such as web chat, mobile chat, SMS, and third-party messaging apps, like WhatsApp and Facebook Messenger. Amazon Connect makes it simple to set up AI-powered chatbots and guided workflows in chat using step-by-step guides so customers can self-serve. If customers need assistance, agents get all of the prior context from the self-service interactions to ensure a seamless transition. To make agent responses more efficient, agents have access to everything they need in a unified, generative AI-powered agent workspace, including Amazon Q in Connect to deliver responses, actions, and information in real-time, eliminating the need to search multiple knowledge sources.  

Uncover trends and improve customer service

Engage with customers on their terms

With Amazon Connect’s messaging capabilities, customers can connect with companies where and when they prefer. Customers can reach out to your company through chat, SMS, or third-party messaging through any website or application. Any conversation can be conducted synchronously or asynchronously, so customers can get their questions answered quickly, easily pick up a conversation where they left off, or find their answer through self-service without waiting for an agent.

Improve agent productivity and customer service

Lower costs and increase agent productivity

Messaging allows contact centers to lower costs by directing more customers through self-service. Agents can also handle multiple customers at the same time, increasing agent productivity. Agents answer questions faster by leveraging Amazon Q in Connect to provide generative AI recommended responses to customer inquiries. And with Amazon Connect’s pay as you go pricing, you only pay for what you use with no upfront licensing costs or fees.

Automate follow-ups to improve customer experience

Get started quickly with out-of-the-box features

Setup SMS, configure communication widgets, create step-by-step guides in chat, and add AI-powered chatbots to your contact center in just a few clicks. Amazon Connect makes it simple to set up messaging channels and integrate them into your existing contact center workflows.

Messaging customers

Intuit logo
Origin logo
One.NZ logo
University of Auckland
Energy Ogre logo
News Corp logo
Amaysim logo
Ameriflex
See customer stories »

Capabilities

  • Channels
  • Mobile chat

    Add chat to your iOS and Android apps for on-the-go customer support. Amazon Connect allows you to customize the chat experience or add AI-powered self-service chatbots for self-service.

    Web chat

    Embed communication widgets into your existing websites with a few simple steps. Amazon Connect allows you to customize the chat experience or add Amazon Lex self-service chatbots.

    SMS

    Amazon Connect SMS makes it easy to add SMS (Short Message Service) as a communication channel to your contact center. 

    Third-party messaging services

    Amazon Connect can integrate with third-party messaging apps, like Facebook Messenger and WhatsApp.

       

     

     

  • Capabilities
  • Out-of-the-box communication widget

    Easily embed our customizable, omnichannel communication widget into your website. Use Amazon Connect’s open-source JavaScript library, or build your own UI using Amazon Connect’s APIs. Widgets can be customized with your logo, colors, fonts, and system messages. You can also programmatically configure size of the widget and launch options such as custom buttons and hyperlinks.

    Integrated chatbots for self-service

    Amazon Connect seamlessly integrates with Amazon Lex, empowering customers to get help across various messaging platforms. Our chatbots handle inquiries in natural language and, when necessary, transition customers to human agents with full conversation context.

    Step-by-step guides for self-service Use Amazon Connect step-by-step guides to proactively offer support topics and subsequent guided self-service workflows to your customers via chat to help resolve their issues faster. If agent assistance is needed, customers are passed through seamlessly and agents can continue the guided workflow in the Amazon Connect agent workspace.

    Customer experience designer

    Design the messaging experience with Amazon Connect’s drag and drop workflow designer. Seamlessly pass customer attributes, use customer input, or integrate with third-party apps to personalize the messaging experience. Build once and deploy across voice and messaging for consistent omnichannel experiences. 

    Rich interactive messaging
    Agents and customers can use rich text formatting, such as bold, italics, hyperlinks, bulleted lists, and numbered lists, when composing chat messages. Agents and customers can safely attach files to chat messages. This can be useful for sharing documents, images, or other types of files.

    Persistent chat
    With persistent chat, customers can resume previous conversations with the context, metadata, and transcripts carried forward. Customers don't need to repeat themselves when they return to a chat, and agents have access to the entire conversation history.
     
    Message streaming APIs
    Support use cases like building integrations with third-party messaging applications, enabling mobile push notifications, and creating analytics dashboards to monitor and track chat message activity.
     
    Agent assist
    Amazon Q in Connect provides generative AI-powered recommended responses, actions, and information to your agents based on chat dialogue and your knowledge base. Managers have the option to generate pre-approved responses that agents can access in the message editor, either through a search function or by using shortcut keys. This enables agents to provide quick, personalized, and high-quality responses.
    Messaging analytics
    Amazon Connect Contact Lens provides a suite of tools for contact center analytics and quality management. Monitor and enhance contact quality and agent performance with features like conversational analytics, real-time alerts for chat intervention, and sensitive data redaction from chat transcripts.
     
  • Q: How are messaging features priced?

    To review the pricing information for Amazon Connect Chat and Amazon Connect SMS please visit: https://aws.amazon.com/connect/pricing/

    Q: Will messaging conversations show up in Amazon Connect Customer Profiles?

    Yes, you can associate messaging conversations with the relevant customer record in Amazon Connect Customer Profiles. This can either be done automatically using Amazon Connect flows, or in the agent workspace, enabling you to deliver personalized customer experiences.

    Q: Can I use Lex chatbots to power my messaging conversations? How do I set up Lex for messaging conversations?

    Yes, Amazon Connect uses Lex chatbots to enable customers to self-serve before connecting with an agent. You can learn more about how to set up a Lex chatbot here.

    Q: How can I effectively use Amazon Connect Cases to track customer interactions across channels?

    You can use Amazon Connect Cases to track, collaborate, and resolve customer issues across multiple channels and touchpoints. To integrate messaging with Cases, you can either use the Cases flow block to automatically update details and status of the case, or the Cases tab in the agent workspace to update case details associated with the customer conversation.

    Q: What third-party messaging channels can I integrate into Connect?

    You can use Amazon Connect’s messaging APIs to easily integrate third-party messaging channels such as WhatsApp and Facebook Messenger into Amazon Connect, enabling you to provide personalized, real-time support to your customers on the digital channels they prefer. You can find more information on how to integrate with third-party messaging channels in this blog post.

    Q: In which regions are chat, SMS, and third-party messaging available?

    Amazon Connect messaging capabilities are available in the following regions: US East (N. Virginia), US West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West). The communication widget, attachments, persistent chat, message receipts, and SMS capabilities are not available in AWS GovCloud (US-West).

Learn more about Amazon Connect
Learn more about Amazon Connect

Visit the product overview page.

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Start building on the console
Start building on the console

Get started building with Contact Lens for Amazon Connect in the AWS Management Console.