Track
Channels and campaigns
Each channel has its own quota, its own price unit, and its own way of getting stuck in an active state.
4 rooms. Open one, then use its quiz.
Chat, SMS, WhatsApp, and the idle-chat quota
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.
Email is a contact with a 90-day thread
An email is not a chat transcript and not a case, though it can create both.
Campaigns dial only after the quota is not zero
The default concurrent campaign call quota is 0. The symptom is a fast busy, and it is not a carrier outage.
In-app, web, and video
The customer does not dial. The widget starts a contact. You still pay for voice minutes plus the media type.
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
- Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
sources.json (ch-chat) sources.json (ch-email) sources.json (ch-campaigns) sources.json (ch-inapp)