Service every channel from Amazon Connect — reviews, social DMs & messengers.
Designed, not yet built — reviews and social DMs as Connect contacts. It is built to 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.
Status: Channel-Connect is a designed framework, not a shipping product. The architecture, channel matrix and connector contract are written; the build is not yet done. We are talking to organisations who want to shape an early deployment — if that is you, tell us which channels matter and we will scope it honestly.
Designed for no-code setup — pick the channels, drop in your credentials · Same queue as your calls · Routed · Recorded · Reported · Screen-popped
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.
Trustpilot, Google and App-Store / Play-Store reviews routed to agents like any other contact — uniquely.
Instagram, Facebook Messenger and X, plus Telegram, LINE, WeChat and Viber — the channels Connect skips.
Every channel lands in the same Amazon Connect routing, recording and reporting as your voice calls.
Amazon Connect has no productised BYOC framework. We have designed 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.
Bring the channels your customers actually use
These are the channels the framework is designed to cover. If your customers use one that is not here, tell us and we will scope it.
Trustpilot reviews · Google reviews · App Store reviews · Play Store reviews
Instagram DMs · Facebook Messenger · X (Twitter) DMs · Website feedback widgets
Telegram · LINE · WeChat · Viber · WhatsApp
From a review or DM to a routed Amazon Connect contact
Choose the review sites, messengers and social channels you want to service.
Connect each channel with its API credentials — no code, configured per tenant.
Incoming messages and reviews are normalised and presented to Amazon Connect as native chat contacts.
Contacts flow through your existing queues, recording, reporting and CRM screen-pop — like any native channel.
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.
Common questions
Amazon Connect natively supports voice, web/mobile chat, SMS, email, tasks, WhatsApp and Apple Messages for Business, but has no productised framework for adding other channels. Channel-Connect is designed as that framework: it would ingest messages from external channels and present them to Amazon Connect as native chat contacts, so they are routed, recorded, reported and screen-popped like any other channel.
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 — the intended model is that you pick the channels and drop in your credentials, no code required.
That is the design intent, and it is the part of the framework we consider most distinctive: product and app-store reviews routed into the same Amazon Connect queue as your other contacts, with the same routing, recording and reporting. It is designed, not yet built.
That is the design goal: contacts would 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.
Bring every customer channel into Amazon Connect
Tell us which channels you want to service and we'll show them routed in Amazon Connect.