About channels
Channels are how customers contact your support team and submit requests. They include a support website, email, an embedded chat widget, voice calls, and messaging apps. Each customer experience has its own channels that you can tailor to customers' needs.
Support websites
Support websites help customers get assistance when they need it. Customers can browse help articles, chat with an AI agent, submit forms, and track requests. You can customize the site's look and feel to match your brand and provide a seamless experience.
Read more about support websites.
Customers can send requests by email. When they email your support address, work items are created in the space linked to the customer experience, or in a space you choose on the default form.
Embed
You can embed a chat widget on your site so customers can start a conversation without leaving the page. The widget lets customers chat with your AI agent from anywhere on the site. The agent can answer questions, share articles, and escalate to your support team. You can customize the widget's placement, spacing, color, and chat style, and add a consent form so customers accept your terms before starting a conversation.
Read more about the embedded chat widget.
Voice
Customers can reach your support team by calling. The voice channel routes calls for voice conversations with customers. You can connect your AI agent to respond first or route calls directly to the support team.
Read more about setting up the voice channel for voice calls.
You can also connect your existing telephony by integrating Amazon Connect with the voice channel. Read more about Amazon Connect integration.
Messaging apps
Customers can start a conversation from a messaging app they already use, such as WhatsApp. When you connect a WhatsApp number to a customer experience, messages to that number arrive as conversations alongside conversations from a chat widget or voice calls. Messaging apps use the same chat settings as live chat, so the same AI agent or support team responds.
Messaging apps are available on Premium and Enterprise plans with Service Collection. See Use Messaging apps with Customer Service Management.
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