Which channels can I add?

Product reviews (Trustpilot, Google, App Store / Play Store), social DMs (Instagram, Facebook Messenger, X), regional messengers (Telegram, LINE, WeChat, Viber), WhatsApp and website feedback widgets — pick the channels and drop in your credentials, no code required.

Can I service product reviews as a contact-centre channel?

Yes. Channel-Connect uniquely routes product and app-store reviews into the same Amazon Connect queue as your other contacts, so your team can respond to reviews with full routing, recording and reporting.

Do agents need a new tool?

No. Contacts appear in the agent's existing Amazon Connect chat experience and screen-pop into the CRM, so there is nothing new for agents to learn.

Amazon Connect · BYOC

Service every channel from Amazon Connect — reviews, social DMs & messengers.

Channel-Connect is a Bring-Your-Own-Channel framework for Amazon Connect. Turn the contact points Connect ignores — product reviews, regional messengers, social DMs and feedback widgets — into first-class Amazon Connect chat contacts: routed, recorded, reported and screen-popped into your CRM, exactly like a native channel.

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See the channels

No code — pick the channels, drop in your credentials · Same queue as your calls · Routed · Recorded · Reported · Screen-popped

Reviews and social messages handled as Amazon Connect chat contacts in the agent workspace

Service your Trustpilot, Google and App-Store reviews — plus Telegram, LINE, Instagram and WhatsApp — from the same Amazon Connect queue as your phone calls. Pick the channels, drop in your credentials. No code.

Reviews as a channel

Trustpilot, Google and App-Store / Play-Store reviews routed to agents like any other contact — uniquely.

Social & regional DMs

Instagram, Facebook Messenger and X, plus Telegram, LINE, WeChat and Viber — the channels Connect skips.

One queue, one report

Every channel lands in the same Amazon Connect routing, recording and reporting as your voice calls.

The gap we close

Amazon Connect has no productised BYOC framework. We built one.

Connect natively covers voice, chat, SMS, email, tasks, WhatsApp and Apple Messages for Business — but not Instagram, Messenger, X, regional messengers, or product reviews. Competitors (Genesys Open Messaging, Salesforce BYOC, NICE CXone) have a framework; Connect doesn't. And nobody cleanly services product reviews as a contact-centre channel.

Channels

Bring the channels your customers actually use

More channels added continuously — if your customers use it, we can route it.

Reviews

Trustpilot reviews · Google reviews · App Store reviews · Play Store reviews

Social DMs & website

Instagram DMs · Facebook Messenger · X (Twitter) DMs · Website feedback widgets

Messengers

Telegram · LINE · WeChat · Viber · WhatsApp

How it works

From a review or DM to a routed Amazon Connect contact

1. Pick channels

Choose the review sites, messengers and social channels you want to service.

2. Drop in credentials

Connect each channel with its API credentials — no code, configured per tenant.

3. Ingest & normalise

Incoming messages and reviews are normalised and presented to Amazon Connect as native chat contacts.

4. Route, record, screen-pop

Contacts flow through your existing queues, recording, reporting and CRM screen-pop — like any native channel.

Why it's different

A true Bring-Your-Own-Channel framework for Amazon Connect; product reviews serviced as a contact-centre channel, uniquely; no new agent tool — native Connect chat plus CRM screen-pop; routed, recorded and reported in the same place as voice; no code; multi-tenant, config-driven, Australian-built.

Get started

Bring every customer channel into Amazon Connect

Tell us which channels you want to service and we'll show them routed in Amazon Connect.

Book a demo