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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