Amazon Connect Customer Chat and Messaging
Transform your customer engagement with intelligent chat and messaging experiences
Overview
Amazon Connect Customer offers real-time and asynchronous communication through SMS, chat, and messaging capabilities, including native integration with third-party messaging services such as WhatsApp Business messaging and Apple Messages for Business. With user-friendly tools, businesses can easily set up AI-powered chatbots and guided workflows for efficient self-service. Additionally, Customer AI provides out-of-the-box agentic self-service across channels, enabling a more effective and personalized experience. If additional support is needed, agents receive full context from previous interactions, ensuring a seamless transition from self-service to human assistance.
Engage with customers on their terms
Customers can reach out to your company through chat, SMS, or third-party messaging through any website or application. Conversations can occur in real time 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.
Lower costs and increase agent productivity
Enables companies to lower costs by directing more customers towards self-service options. Agents can simultaneously handle multiple customers, increasing their productivity. Enhance self-service and agent efficiency with AI-powered assistance across channels, providing automated responses and recommended actions.
Get started quickly with out-of-the-box features
Setup SMS, configure communication widgets, create step-by-step guides in chat, and add agentic self-service to your customer experience in just a few clicks. Amazon Connect Customer makes it simple to set up messaging channels and integrate them into your existing contact center workflows.
Messaging customers
Capabilities
Mobile and web chat
Amazon Connect Customer enables you to seamlessly integrate customizable chat experiences into your iOS and Android apps and websites, with options to add AI-powered self-service chatbots for enhanced customer support on-the-go or online.
SMS
Simply add SMS (Short Message Service) as a communication channel to your contact center - empowering your team to engage customers through text messaging in minutes.
Native and third-party messaging integrationsAmazon Connect Customer offers native integration with WhatsApp Business messaging, Apple Messages for Business and can seamlessly integrate with other third-party messaging apps, such as Facebook Messenger and more.
Out-of-the-box communication widget
Embed communications into your website with the Amazon Connect Customer customizable widget. Use our JavaScript library or APIs to add branded chat interfaces with custom styling, messaging, and launch options, such as custom buttons or hyperlinks, to match your needs.
Integrated chatbots for self-service
Create AI-powered, multilingual self-service experiences with Amazon Connect Customer. Seamlessly transfer to agents with full conversation history when needed.
Chat experiences using step-by-step guides
Use Amazon Connect Customer step-by-step guides to help customers resolve their issues faster on their own. Seamlessly transfer to human agents when needed, who can continue the guided workflow in the Customer AI agent workspace.
Customer experience designer
Design the messaging experience with a drag-and-drop workflow designer. Create unified customer experiences that work across both voice and messaging channels.
Rich interactive messaging
Enable the exchange of formatted messages (e.g., rich text, lists, hyperlinks) and secure file attachments during chats.
Persistent chat
Preserve conversation history so customers can resume chats where they left off.
Message streaming APIs
Integrate with popular messaging apps (e.g., WhatsApp, Facebook Messenger, Google Business Messages), enable push notifications, and monitor and track chat analytics through customizable dashboards.
Agent assist
Provide generative AI-powered recommendations to your agents based on chat dialogue, customer information, and your knowledge base. Managers can create pre-approved responses for agents to use, ensuring quick and consistent communication.
Messaging analytics Gain conversational insights, real-time chat alerts, and sensitive data redaction for improved contact center performance.
FAQs
Open allTo review the pricing information for Amazon Connect Customer Chat and messaging capabilities, please visit: https://aws.amazon.com/connect/pricing/
Yes, you can associate messaging conversations with the relevant customer record in Amazon Connect Customer Customer Profiles. This can either be done automatically using Amazon Connect Customer flows, or in the agent workspace, enabling you to deliver personalized customer experiences.
Yes, you can build chatbots within Amazon Connect Customer using flows. To learn more about Amazon Connect Customer flows, see here.
You can use Amazon Connect Customer 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.
You can use Amazon Connect Customer’s messaging APIs to easily integrate third-party messaging channels such Facebook Messenger, 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 here.
For latest region availability, see Amazon Connect Customer feature availability by region.