Set up in-app, web, and video calling capabilities - Amazon Connect
Communication widgetHow to set up in-app, web, and video calling

Set up in-app, web, and video calling capabilities

The Amazon Connect in-app, web, and video calling capabilities enable your customers to contact you without ever leaving your web or mobile application. You can use these capabilities to pass contextual information to Amazon Connect. This enables you to personalize the customer experience based on attributes such as the customer's profile or other information, like actions previously taken within the app.

Communication widget: Configure chat, voice, and video all in one place

To set up in-app, web, and video calling, you use the Communication widgets page. It supports chat, voice, and video. The following image shows the Communication options section of the page when it's configured for all of these options.

The Communication options section of the Create a communication widget page.

How to set up in-app, web, and video calling

There are two ways to embed Amazon Connect in-app, web, and video calling onto your website or mobile application:

  • Option 1: Choose this option to set up an out-of-the-box communications widget. You can use the no-code UI builder to customize the font and colors, and secure the widget so that it can be launched only from your website.

  • Option 2: Choose this option to build a communications widget from scratch and integrate it with your mobile application or website. Use the Amazon Connect APIs and Amazon Chime SDK client APIs to integrate natively into your mobile application or website.

Note

If you have custom agent desktops, you don’t need to make any changes for Amazon Connect in-app and web calling. However, you need to integrate video calling.