Enable SMS and digital customer service channels in Amazon Connect

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Published Feb 20, 2025

Today, consumers can pick from a range of messaging apps to communicate with friends and family. Some example include: SMS, Facebook Messenger, iMessage, WhatsApp, WeChat, Viber and more. Increasingly, consumers are interested in using these messaging channels to reach out to companies because of their convenience, ease and flexibility. It’s critical that all companies—regardless of size—meet their customers’ evolving communication preferences and expectations. With Amazon Connect’s new message streaming APIs, you can easily integrate these popular channels with your Amazon Connect contact center, enabling you to provide personalized, real-time support to your customers on the channels they prefer. Join our tech talk to discover how to enable SMS and digital customer service channels in Amazon Connect.

Learning Objectives:
* Learn about Amazon Connect Chat’s new APIs that allow you to subscribe to a real-time stream of chat messages
* Discover how you can support use cases like integrating Amazon Connect with SMS solutions and third party social media and business messaging applications (e.g., Facebook Messenger).
* Follow our demo to build an SMS channel for Amazon Connect using the message streaming APIs and Amazon Pinpoint’s two-way SMS functionality.

***To learn more about the capabilities featured in this talk, please visit:
https://aws.amazon.com/connect
https://aws.amazon.com/blogs/contact-center/building-personalized-customer-experiences-over-sms-through-amazon-connect/
https://aws.amazon.com/blogs/contact-center/adding-digital-messaging-channels-to-your-amazon-connect-contact-center/
https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html Subscribe to AWS Online Tech Talks On AWS:
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