Start chats using your own applications

You can use Amazon Connect APIs to start chats in your own applications.

To start a chat, use the StartChatConnect API.

When you explore the chat experience for the first time, you'll notice that chats aren't counted in the Contacts Incoming metric in your historical metrics report. This is because the initiation method for the chat in the contact record is API.

The following image of a contact record shows the Initiation Method set to API.

After a chat is transferred to an agent, the Contacts Incoming metric is incremented. The contact record for the transfer no longer increments the API, but it does increment Contacts Incoming.