Amazon Connect Chat and Messaging
Transform your customer engagement with intelligent chat and messaging experiences
Overview
Amazon Connect 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, Amazon Q in Connect provides an out-of-the-box generative AI-powered virtual assistant for end-customers 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 contact centers to lower costs by directing more customers towards self-service options. Agents can simultaneously handle multiple customers, increasing their productivity. Amazon Q in Connect enhances self-service and agent efficiency with generative 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 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
Capabilities
Mobile and web chat
Amazon Connect 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
Amazon Connect SMS makes it easy to add SMS (Short Message Service) as a communication channel to your contact center.
Native and third-party messaging integrations
Amazon Connect 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 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. Seamlessly transfer to agents with full conversation history when needed.
Chat experiences using step-by-step guides
IUse Amazon Connect 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 Amazon Connect agent workspace.
Customer experience designer
Design the messaging experience with a drag-and-drop workflow designer. Create unified customer experiecnes 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.
Page topics
FAQs
Open allHow are chat and messaging features priced?
To review the pricing information for Amazon Connect Chat and messaging capabilities, please visit: https://aws.amazon.com/connect/pricing/
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.
Can I use a chatbot to power my messaging conversations? How do I set this up for messaging conversations?
Yes, you can build chatbots within Amazon Connect using flows. To learn more about Amazon Connect flows, see here.
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.
What third-party messaging channels can I integrate into Amazon Connect?
You can use Amazon Connect’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.
In which regions are chat, SMS, and third-party messaging available?
For latest region availability, see Amazon Connect feature availability by region.