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Chat, SMS, WhatsApp, and the idle-chat quota — Learn it in 5 minutes
About five minutes of reading
A chat that has gone quiet is still an active chat. The default ceiling is 500, shared with SMS, WhatsApp, and Apple Messages for Business.
Connect Customer prices a chat message at 0.010 USD sent or received, and the worked example includes manager questions and AI replies as messages. SMS and third-party messaging are 0.014 USD per message before the provider's delivery fee. Basic prices are lower and listed separately.
Persistent chat is the documented way to avoid counting a long silence against the quota. Widget origins must be allowed or the browser will not start the session.
- StartChatContact is an API. Call it from your backend.
- The same queue and routing profile can include chat with its own concurrency.
- Attachments and rich messages have size limits. Email attachments are a different channel.
- Alarm on concurrent chats at 80 percent.
Number on this page: Concurrent chats 500. Includes idle chats
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Sources and go deeper
- 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