Omnichannel Chat Solutions
Digital Conversations That Carry Context Across Every Channel
Web chat, mobile messaging, SMS, and customer portals built on Amazon Connect and integrated with the systems that hold your customer data — so a conversation does not restart every time the channel changes.
- Web & mobile chat
- SMS & messaging
- Async
- AI-assisted
Built for how customers actually message
Asynchronous, cross-device, and increasingly AI-assisted — with a clean path to a human when it matters.
Web & Mobile Chat
Branded chat experiences embedded in your site and apps, with authentication, context passing, and behaviour tuned to the journey the customer is in.
SMS & Messaging Apps
SMS and third-party messaging channels connected into the same routing, reporting, and agent experience as every other channel.
Asynchronous Conversations
Conversations that persist across sessions and devices, so customers can leave and return without losing the thread.
AI-Assisted Messaging
Bots and AI agents that handle routine intents and hand off to a human with the full transcript and context attached.
Agent Chat Experience
Agent interfaces designed for concurrent conversations, with suggested responses, knowledge, and customer context in view.
Custom Service Applications
Purpose-built customer service and portal applications where an off-the-shelf widget cannot deliver the experience you need.
Chat and messaging capabilities
- Web chat design and implementation
- Mobile in-app chat
- SMS and text messaging
- Third-party messaging applications
- Customer portals and self-service
- Asynchronous messaging
- Chatbot experiences
- AI-assisted messaging and agent handoff
- Agent chat interfaces
- Custom customer-service applications
- Channel orchestration and routing
- Amazon Connect Chat integration
- CRM and customer data integration
- Transcript, analytics, and quality review
Frequently asked questions
Do we have to use Amazon Connect Chat?
It is a common foundation and integrates cleanly with the rest of a Connect estate, but not a requirement. We design around your channel strategy and existing systems, and will tell you plainly when a different approach fits better.
How do you handle handoff between a bot and a human agent?
The transcript, collected attributes, authentication state, and intent history travel with the conversation, so the agent starts with the context rather than asking the customer to repeat themselves. Escalation triggers are explicit and tunable rather than buried in the bot.
Ready to Transform Your Customer Experience?
Let’s build smarter, more intelligent experiences—together.