Set up in-app, web, video calling, and screen sharing 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.

Important things to know

• During a video call or screen sharing session, agents are able to see the customer's video or screen share even when the customer is on hold. It is the customer's responsibility to handle PII accordingly. If you want to change this behavior, you can build a custom CCP and communication widget. For more information, see Integrate in-app, web, video calling, and screen sharing natively into your application.

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, video, and screen sharing. The following image shows the Communication options section of the page when it's configured for all of these options.

Multi-user in-app, web, and video calling

You can add up to four additional users to an ongoing or scheduled web, in-app or video call, for a total of six participants: the agent, the first user, and four other participants (users or agents).

For example, to help close a mortgage transaction, you can have the agent and the customer, the customer's spouse, a translator, and even a supervisor (that is, another agent) on the call to help resolve any issues quickly.

To learn how to enable multi-user web, in-app and video calling, see Enable multi-user in-app, web, and video calling.

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

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

• Option 1: Configure 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: Integrate in-app, web, and video calling natively into your mobile application . 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 and screen sharing.