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In-app, web, and video — Ecosystem

Glossary

Outbound campaign Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer.
Check call progress The block that branches on answering-machine detection. Campaign flows only.
Persistent chat A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.
WhatsApp A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees.

Mind map

Open the Channels and campaigns mind map

Sister technologies

Each channel has its own quota, its own price unit, and its own way of getting stuck in an active state.

Config and troubleshooting

Assuming the CCP allow list covers the customer's browser.

Chat, SMS, WhatsApp, and email do not share the voice concurrency of 1. Set MediaConcurrencies for the channel you are opening. Quotas for concurrent chats are still an instance limit.

RoutingProfile

CloudFormation study snippet

Resources:
  ChatProfile:
    Type: AWS::Connect::RoutingProfile
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: ChatAndVoice
      DefaultOutboundQueueArn: !GetAtt OrdersQueue.QueueArn
      MediaConcurrencies:
        - Channel: VOICE
          Concurrency: 1
        - Channel: CHAT
          Concurrency: 2

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10
Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10
Call centre - Wikipedia Wikipedia. last checked 2026-10

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