Amazon Connect chat and messaging allows you to help customers through text-based communication channels, such as web chat, mobile chat, SMS, Apple Messages for Business and other third-party messaging applications. 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. This includes Amazon Q in Connect, which delivers responses, actions, and information to agents in real-time, eliminating the need to search multiple knowledge sources.
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.
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.
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.
Capabilities
-
Channels
-
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.
Native and third-party messaging integrations
Amazon Connect offers native integration with Apple Messages for Business and can seamlessly integrate with third-party messaging apps, such as 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
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.
Chat experiences using step-by-step guides Use Amazon Connect step-by-step guides to proactively offer self- serve chat and post-chat experiences to your customers to help resolve their issues faster and improve the customer experience. 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 such as building integrations with third-party messaging applications (e.g., WhatsApp, Facebook Messenger, Google Business Messages), 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.