Managing the Amazon Pinpoint voice channel

Important

Amazon Pinpoint has updated their user guide documentation. This page may no longer have the most up-to-date information. To get the latest information regarding how to create, configure, and manage your Amazon Pinpoint SMS and voice resources, see the new Amazon Pinpoint SMS user guide.

You can use the Amazon Pinpoint console to enable the voice channel for a project and to manage settings that apply to the voice channel for your Amazon Pinpoint account. For example, you can request production access for your account, or request dedicated phone numbers for sending voice messages.

Enabling the voice channel

Before you can use Amazon Pinpoint to send voice messages, you have to enable the voice channel for one or more projects. To learn how to create a new project and enable the voice channel for it, see Setting up the Amazon Pinpoint voice channel. To enable the voice channel for an existing project, complete the following steps.

Note that the settings that you choose for the voice channel also apply to the SMS channel for the project. If you want to send both voice and SMS messages from the project, choose settings that support your goals for both channels. To learn more, see Amazon Pinpoint SMS channel.

To enable the voice channel for an existing project

1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

2. On the All projects page, choose the project that you want to enable the voice channel for.

3. In the navigation pane, under Settings, choose SMS and voice.

4. On the SMS and voice page, next to SMS settings, choose Edit.

5. Select Enable the voice channel for this project.

6. Choose Save changes.

7. On the SMS and voice page, under Number settings, refer to the table to determine whether any phone numbers that are already associated with your account can be used to send voice messages. If there are, the Voice column displays Enabled next to each phone number that you can use to send voice messages. If there aren't, request a phone number for the voice channel.

Requesting production access

When you first start using the voice channel, your account is in the sandbox.

To remove these quotas from your account, you can request to have your account removed from the sandbox. When your account is removed from the sandbox, it has production access.

Note

Before you request production access, you must send at least one voice message from your Amazon Pinpoint account. You can send a voice message on the Test Messaging page, or by using the SendMessages Amazon Pinpoint REST API.

If you are using SendVoiceMessage from the Amazon Pinpoint SMS and Voice API, version 2 API while in the sandbox you will be required to verify the destination numbers you're sending messages to. You can verify phone numbers through a one-time password sent via text message.

To request production access

1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

2. On the Support menu, choose Support Center, as shown in the following image.

   

3. Under Open support cases, choose Create case.

4. Choose the Looking for service limit increases? link.

5. For Limit type, choose Pinpoint Voice.

6. (Optional) Complete the following information:

   • What's the maximum number of voice messages that you plan to send per day?

   • What will be the average length of each call that you send?

   • How do you obtain the phone numbers that you plan to send voice messages to?

   • How many dedicated phone numbers will you use to send your messages? Why did you choose this number?

   • How many calls do you expect to make from each phone number? (1 to X) messages per (day/week/month/other)

   • How do you obtain consent to send voice messages to your customers?

   • How can customers opt out of receiving messages from you? How will you process these requests?

7. Under Requests, for Region, choose the AWS Region that you use to send voice messages.

8. For Limit, verify that Production Access is selected.

9. For New limit value, enter any number—the value that you enter in this field is not important.

10. Under Case description, for Use case description, provide the following details:

    • The website or app of the company or service that will send voice messages.

    • The service that's provided by your website or app, and how your voice messages contribute to that service.

11. Under Contact options, for Preferred contact language, choose whether you want to receive communications for this case in English or Japanese.

12. When you finish, choose Submit.

The AWS Support team provides an initial response to your request within 24 hours.

In order to prevent our systems from being used to send unsolicited or malicious content, we have to consider each request carefully. If we’re able to do so, we'll grant your request within this 24-hour period. However, if we need to obtain additional information from you, it might take longer to resolve your request.

We might not be able to grant your request if your use case doesn’t align with our policies.

Requesting phone numbers

You can use the Amazon Pinpoint console to request and lease phone numbers for sending voice messages. These phone numbers are referred to as origination numbers. The type of origination number depends on the destination country and can include Long Code, Toll Free and 10DLC.

To request a dedicated long code for sending voice messages

1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

2. In the navigation pane, under Settings, choose SMS and voice.

3. Under Phone numbers, choose Request phone number.

4. On the Define your phone numbers page, for Country, choose the country where your recipients are located. You can choose only one country at a time, but you can add more countries later if necessary.

   Tip

   Not having a phone number from a country where your recipients are located can cause deliverability issues as such deliveries are on best effort basis.

5. Specify the use case for the phone number. You can choose one of the following options:

   • Promotional – Choose this option for sending marketing messages or messages promoting your business or service.

   • Transactional – Choose this option for sending time-sensitive messages, such as password resets or transaction alerts.

   In some countries and regions, the value that you choose may determine the price that you pay for each message that you send. Transactional messages are optimized for high deliverability, resulting in a higher cost in many countries. Promotional messages are optimized for cost-effectiveness. For more information about SMS pricing, see Amazon Pinpoint Pricing.

6. The Summary section displays information about the number. The Price per month shows the cost for a single number.

7. For Quantity, choose the quantity of numbers you want to purchase. You can purchase up to 10 numbers in a single request. You can purchase additional numbers later. The Subtotal updates to display the total monthly cost for the quantity of phone numbers that you're purchasing.

8. (Optional) If you want to purchase additional phone numbers, choose Add a country or region.

9. When you're done purchasing phone numbers, choose Next.

10. The Review and request page displays the number request details for each destination country.

11. The Total cost displays the total cost for all numbers for all countries you've chosen.

12. Choose Request if you're ready; otherwise, choose Previous to go to back and make any changes. Once you choose Request you can no longer make changes.

13. Typically, the request is approved instantaneously, and a confirmation appears at the top of the page noting that the phone numbers were added successfully. You can now access those numbers on the Phone numbers tab of the SMS and voice page.

    If the request encounters any errors, an error message displays at the top of the page. Common errors might be that there were no long codes available for one of your selected countries or an error occurred while trying to provision a long code. In some cases, your account might require additional review prior to approving your request. Should this message appear, you'll need to create a support ticket providing further information about your request.

Relinquishing phone numbers

If you don't need a dedicated phone number (long code) for your account anymore, you can relinquish and end your lease for it. When you relinquish a dedicated long code, we stop charging you for it in your bill for the next calendar month.

Important

If you relinquish a dedicated long code, you might not be able to obtain the same long code again in the future.

To relinquish a dedicated long code

1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

2. In the navigation pane, under Settings, choose SMS and voice.

3. In the navigation pane, under Settings, choose SMS and voice.

4. On Phone numbers, select the long code that you want to relinquish, as shown in the following image. Choose Remove phone number.

   Note

   You can also remove a phone number by choosing the phone number link, and then choosing Remove phone number from the number details page.

   

5. In the Remove number confirmation window, confirm that you want to relinquish the long code by entering delete, and then choose Delete.