Enable Digital Messaging Channels in Amazon Connect Customer

Publication date: November 23, 2021 (Diagram history)

This reference architecture diagram shows how to add support for digital messaging channels (such as Facebook Messenger and Slack) to your contact center. It uses the chat message streaming APIs in Amazon Connect Customer and serverless services on AWS.

Enable Digital Messaging Channels in Amazon Connect Customer diagram

1. Customer sends a message from the digital messaging channel to the webhook hosted on Amazon API Gateway.

2. API Gateway sends the message to AWS Lambda.

3. Lambda writes the chat contact context to Amazon DynamoDB.

4. If this is the first message for the contact, Lambda calls the StartChatContact, StartContactStreaming, and CreateParticipantConnection APIs. If there is an existing chat, Lambda sends the message to Connect Customer.

5. Connect Customer streams Agent and System messages to Amazon Simple Notification Service (Amazon SNS).

6. Amazon SNS invokes Lambda.

7. Lambda queries DynamoDB for chat contact context.

8. Lambda delivers the reply message to the customer through APIs from the source channel.

Further reading

For additional information, refer to

• AWS Architecture Icons

• AWS Architecture Center

• AWS Well-Architected

• Amazon Connect Customer product page