An AWS account with administrator access.Prerequisitesįor this walkthrough, you should have the following prerequisites: To learn how to use these APIs to integrate Amazon Connect Chat with SMS, check out our other blog. The infrastructure deployed could be extended to support additional channels such as Twitter DM, WhatsApp, Slack, etc… This project includes end to end infrastructure to support the Facebook Messenger channel. In this blog post, we will deploy an example project from our Github repository. Once you set up Facebook Messenger (or any other digital channel) following the steps in this post, your agents can start receiving and replying to customer messages on that channel from the same agent desktop they already use for Amazon Connect voice, chat, and tasks. The steps and architecture outlined below can also be applied to integrating with other digital channels. In this blog post, we will walk you through how to integrate Facebook Messenger with your Amazon Connect contact center. Now, using Amazon Connect’s new message streaming APIs, you can easily integrate these digital channels into your Amazon Connect contact center, enabling you to provide personalized, real-time support to your customers on the digital channels they prefer. It’s critical that all companies-regardless of size-meet their customers’ evolving communication preferences. Increasingly, consumers are interested in using these digital channels to reach out to companies because of their convenience and flexibility.
These digital channels are pervasive and widely used: eMarketer estimates that over 3 billion people will use at least one of them in 2021. Some example include: Facebook Messenger, iMessage, WhatsApp, WeChat, Viber, Line, Telegram and more. Today, consumers can pick from a range of rich digital messaging apps to communicate with friends and family.
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