Amazon Connect Adds WhatsApp for Outbound Campaigns

Amazon Connect Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Amazon Connect interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns.

Previously, Outbound Campaigns supported SMS, email, and voice channels, while WhatsApp was available only for customers to initiate conversations with your agents. With WhatsApp support in Outbound Campaigns, you can now proactively reach customers through an additional messaging platform while maintaining a unified campaign management experience. You can personalize WhatsApp messages using real-time customer data, track delivery and engagement metrics, and manage communication frequency and timing to ensure compliance. This expansion provides greater flexibility to connect with customers on their preferred platforms while streamlining your omnichannel outreach strategy.

This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported. To learn more, visit the Amazon Connect Outbound Campaigns documentation.

Categories: marketing:marchitecture/contact-center,marketing:marchitecture/messaging,general:products/amazon-connect

Source: Amazon Web Services