Set up SMS messaging
You can enable SMS messaging on Amazon Connect so your customers can text you from their mobile device. With Amazon Lex, you can automate responses to their questions, saving agents valuable time and effort.
This topic explains how to set up and test SMS messaging for Amazon Connect. You use Amazon Pinpoint SMS to procure an SMS-enabled phone number, enable two-way SMS on the number, and then import it into Amazon Connect.
Contents
Step 1: Request a number in Amazon Pinpoint SMS
Important
Some countries require phone numbers and sender IDs to be registered for use in the country. It can take up to 15 business days to process a registration request after it is submitted. We strongly recommend you begin this process early. For more information about registering, see Registrations.
We also strongly recommend reviewing Best practices for requesting SMS numbers before requesting a number.
For instructions for using the CLI to perform this step, see Request a phone number in the Amazon Pinpoint SMS User Guide.
Open the AWS SMS console at https://console.aws.amazon.com/sms-voice/
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In the navigation pane, under Configurations, choose Phone numbers and then Request originator.
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On the Select country page you must choose the Message destination country from the drop down that messages will be sent to. Choose Next.
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On the Messaging use case section, enter the following:
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Under Number capabilities choose either SMS or Voice, depending on your requirements.
Important
Capabilities for SMS and Voice can't be changed after the phone number has been purchased.
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SMS – Choose if you need SMS capabilities.
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Voice (text to audio) – Choose if you need voice capabilities.
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Under Estimated monthly SMS message volume per month – optional choose the estimated number of SMS messages you will send each month.
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For Company headquarters - optional choose either of the following:
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Local – Choose this if your company headquarters is in the same country as your customers who will receive SMS messages. For example, you would choose this option if your headquarters is in the United States and your users who will receive messages are also in the United States.
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International – Choose this if your company headquarters is not in the same country as your customers who will receive SMS messages.
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For Two-way messaging choose Yes if you require two-way messaging.
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Choose Next.
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Under Select originator type choose one of the recommended phone number type or one of the available number types. The available options are based on the use case information you filled out in the previous steps.
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If you choose 10DLC and already have a registered campaign, you can choose the campaign from the Associate to registered campaign.
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If the number type you want isn't available, you can choose Previous to go back and modify your use case. Also check the Supported countries and regions (SMS channel) to make sure the originator type you want is supported in the destination country.
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If you want to request a short code or long code, you need to open a case with AWS Support. For more information, see Requesting short codes for SMS messaging with Amazon Pinpoint SMS and Requesting dedicated long codes for SMS messaging with Amazon Pinpoint SMS.
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Choose Next.
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On Review and request you can verify and edit your request before submitting it. Choose Request.
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A Registration Required window may appear depending on the type of phone number you requested. Your phone number or sender ID is associated with this registration and can't send messages until your registration has been approved. For more information about registrations requirements, see Registrations.
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For Registration form name enter a friendly name.
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Choose Begin registration to finish registering the phone number or Register later.
Important
Your phone number or sender ID can't send messages until your registration has been approved.
You are still billed the recurring monthly lease fee for the phone number regardless of registration status.
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Step 2: Enable two-way SMS on the phone number
After you have successfully procured a phone number from Amazon Pinpoint SMS, you enable two-way SMS on the phone number with Amazon Connect as the message destination. You can enable two-way SMS messaging for individual phone numbers. When one of your customers sends a message to your phone number, the message body is sent to Amazon Connect.
For instructions for using the CLI to perform this step, see Two-way SMS messaging in the Amazon Pinpoint SMS User Guide.
Note
Amazon Connect for two-way SMS is available in the AWS Regions listed in Chat messaging: SMS subtype.
Open the AWS SMS console at https://console.aws.amazon.com/sms-voice/
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In the navigation pane, under Configurations, choose Phone numbers.
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On the Phone numbers page choose a phone number.
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On the Two-way SMS tab choose the Edit settings button.
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On the Edit settings page choose Enable two-way message, as shown in following image.
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For Destination type choose Amazon Connect.
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For Amazon Connect in Two-way channel role choose Choose existing IAM roles.
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In the Existing IAM roles drop down choose an existing IAM role as the message destination. For example IAM policies, see IAM policies for Amazon Connect in the Amazon Pinpoint SMS User Guide.
Tip
If you can't create a policy or role, double-check that your Amazon Connect instance is in a Region supported by Amazon Connect SMS.
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Choose Save changes.
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In the Import Phone Number to Amazon Connect window:
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For the Incoming messages destination drop down choose the Amazon Connect instance that will receive incoming messages.
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Choose Import Phone Number.
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After the number is successfully imported to Amazon Connect, you can view it in the Amazon Connect admin website: In the left navigation, choose Channels, Phone numbers. The SMS number appears on the Phone numbers page, as shown in the following image.
Step 3: Update flows to branch on SMS contacts
If you have existing flows that you want to branch when a contact uses SMS, add a Check contact attributes block to your flows. This block enables you to send SMS contacts to a specific queue, or take another action.
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Add a Check contact attributes block to your flow, and open the Properties page.
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In Attribute to check section, set Namespace to Segment attributes and key to Subtype.
For more information about Segment attributes, see SegmentAttributes in the ContactTraceRecord topic.
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In the Conditions to check section, set condition to Equals and value to connect:SMS.
The following image of a Properties page shows it's configured to branch when the contact comes in on the SMS channel.
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Associate the SMS phone number with the flow: In the left navigation, choose Channels, Phone numbers, choose the SMS number, and then choose Edit.
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Under Flow/IVR, choose the flow you updated, and then choose Save.
Tip
When you first purchase a phone number, the phone number's status is Pending. When the phone number is ready to use, the phone number's status is Active. If the phone number requires registration, then you must complete that step before the phone number's status changes to Active.
Step 4: Test sending and receiving SMS messages
In this step you use the Contact Control Panel (CCP) and a mobile phone to test sending and receiving SMS messages.
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In your CCP, set your status to Available.
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Using a mobile device, send an SMS to the phone number that you requested in Step 1: Request a number in Amazon Pinpoint SMS.
Tip
If your Amazon Pinpoint SMS phone number is still in the SMS sandbox, you can only test sending and receiving SMS messages with verified destination numbers that you have configured. For move instructions, see Moving from the SMS sandbox to production.
Next steps
We recommend the following steps to provide the best experience for your agents and customers.
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Enable persistent chat: Customers can resume previous conversations with the context, metadata, and transcripts carried forward. They don't need to repeat themselves when they return to a chat, and agents have access to the entire conversation history.
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Create quick responses for use with chat contacts: Provide agents with pre-written responses to common customer inquiries that they can use while they chat with customers. Quick responses make it faster for agents to respond to customers.
