Amazon Connect now supports two-way Short Messaging Service (SMS) capabilities, making it easy for you to resolve customer issues via text messaging. SMS offers a ubiquitous and convenient channel for customers to get help, while enabling you to deliver personalized experiences at a lower cost.
To get started, claim your two-way SMS number from Amazon Pinpoint and associate the number with your Amazon Connect instance. Amazon Connect SMS uses the same automation, routing, configuration, analytics, and agent experience as calls and chats, making it easy to deliver seamless omnichannel customer experiences. Customers can request assistance by simply sending a text message to one of your claimed numbers, or by responding to a proactive message initiated by an outbound campaign. For example, a customer can reply to an appointment reminder sent via SMS to reschedule, or connect with an agent. Agents have access to the full conversation history allowing them to deliver personalized responses.
Amazon Connect SMS is available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Singapore), Canada (Central), Europe (Frankfurt), and Europe (London).