Set up in-app, web, video calling, and screen sharing capabilities
The Amazon Connect in-app, web, and video calling capabilities enable your customers to contact you without ever leaving your web or mobile application. You can use these capabilities to pass contextual information to Amazon Connect. This enables you to personalize the customer experience based on attributes such as the customer's profile or other information, like actions previously taken within the app.
Important things to know
-
During a video call or screen sharing session, agents are able to see the customer's video or screen share even when the customer is on hold. It is the customer's responsibility to handle PII accordingly. If you want to change this behavior, you can build a custom CCP and communication widget. For more information, see Integrate in-app, web, video calling and screen sharing natively into your mobile application.
-
There is a known issue when screen sharing is used from within an embedded Contact Control Panel (CCP). It will be stuck in the Initializing state. There are no known workarounds. Until a fix is released, consider using the out-of-the-box CCP or the agent workspace for screen sharing.
Communication widget: Configure chat, voice, and video all in one place
To set up in-app, web, and video calling, you use the Communication widgets page. It supports chat, voice, video, and screen sharing. The following image shows the Communication options section of the page when it's configured for all of these options.
How to set up in-app, web, video calling, and screen sharing
There are two ways to embed Amazon Connect in-app, web, and video calling, and screen sharing onto your website or mobile application:
-
Option 1: Configure an out-of-the-box communications widget. You can use the no-code UI builder to customize the font and colors, and secure the widget so that it can be launched only from your website.
-
Option 2: Integrate in-app, web, and video calling natively into your mobile application . Choose this option to build a communications widget from scratch and integrate it with your mobile application or website. Use the Amazon Connect APIs and Amazon Chime SDK client APIs to integrate natively into your mobile application or website.
Note
If you have custom agent desktops, you don’t need to make any changes for Amazon Connect in-app and web calling. However, you need to integrate video calling and screen sharing.
