Amazon Connect launches the ability to initiate outbound SMS contacts
News
The article announces a new feature in Amazon Connect that allows initiating outbound SMS contacts with customers. This enables scenarios like post-contact surveys, appointment reminders, and service updates via SMS.
Specifically, the article covers:
- The ability to add a "Send message" block to contact flows or use the StartOutboundChatContact API to initiate outbound SMS contacts
- Use cases like post-contact surveys, appointment reminders, service updates, and allowing customers to switch to SMS while waiting in a call queue
- The feature is available in several AWS regions including US East, US West, Asia Pacific, Canada, Europe
- Links to documentation on using the new "Send message" flow block and StartOutboundChatContact API
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