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What It Is

Web chat for Amazon Connect is an easy-to-implement communications channel that lets prospects and customers interact with your agents directly from your website. As part of USAN Contact Suite for Amazon Connect, agents have access to a single, unified interface in an all-in-one application. Inbound voice, outbound dialing campaigns, web chat, and email are fully integrated with Amazon Connect and support your customers on the channel of their choice.

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What It Does

Web chat uses the same sophisticated workflow engine that supports other Contact Suite applications. This provides a highly customizable platform that enables digital customer support for any type of product or service inquiry. Visitor metadata (or CRM data) displays full customer history and order details that can initiate a specific process or workflow during the live chat session.

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How It Helps

Web chat is an important piece of your omnichannel strategy because it gives your agents the necessary tools to support website visitors with real-time conversations. Because it’s pre-integrated with Amazon Connect, there are no set-up fees, and everything is managed from a single interface. Customer experience is improved with tailored, personalized responses, and agent efficiency improves with the ability to work in a blended digital/voice environment.


  • Access to website visitor data with full customer history
  • Easily brandable and configurable
  • Optional pre-chat or visitor forms for additional data capture
  • Shortcut buttons to share URLs and documents
  • Visitor authentication via configurable workflow tabs
  • Optional survey presented within the chat applet
  • Post-chat analytics using Amazon Kinesis


  • Increase customer satisfaction by using customer metadata for personalized responses
  • Single, unified interface allows you to differentiate your business by delivering consistent service across voice, email and web chat
  • Increase conversions/sales by providing website visitors with the information they need to make a purchasing decision in real-time
  • Boost agent efficiency with customizable shortcuts and workflows

For more information about Web Chat for Amazon Connect

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Amazon Connect Blogs

Amazon Connect: What's DIY and What's Not

It’s no wonder that “self-service” is one of the first adjectives Amazon uses to describe Amazon Connect. Self-service is quite possibly the most notable difference between the cloud-based contact center service and traditional contact center technology.  But self-service doesn’t necessarily mean you should do it all yourself.

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