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    Amazon Connect Two-Way SMS Integration & Automation by Digiclarity

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    Sold by: Digiclarity, LLC 
    Enable two-way SMS in Amazon Connect for customer-agent conversations, spam control, auto-replies, templates, and external app triggers with full omnichannel support

    Overview

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    Digiclarity delivers advanced two-way SMS integration for Amazon Connect as part of a scalable, secure omnichannel communication strategy. This professional service empowers your contact center to engage with customers via SMS—whether initiated by the agent, customer, or external system.

    Our implementation includes:

    • Two-Way and One-Way SMS Support Both agents and customers can initiate SMS conversations through Amazon Connect.
    • Persistent Agent Routing Replies from customers (even after days) are routed to the same agent to maintain context.
    • External App Trigger Support Integrate with CRMs or portals to allow third-party systems to initiate or respond to SMS.
    • Spam SMS Flagging & Review Flow Agents can flag spam messages; supervisors receive notifications to review and moderate.
    • SMS Templates for Agents Predefined and customizable templates enable faster, consistent responses.
    • Auto-Replies for Out-of-Hours & Holidays Automatically respond with customized messages during non-business hours or based on business logic.
    • Lex Bot Integration Seamless support for Lex bots over SMS, enabling automated self-service conversations.
    • Support for Long Code & Short Code Compatible with high-volume (short code) and interactive (long code) use cases.

    Highlights

    • Digiclarity has implemented SMS integrations for multiple enterprise clients, with production-grade deployments in healthcare and communications industries
    • Customer & Agent-Initiated SMS Conversations - Support real-time and delayed SMS from both ends with persistent routing for ongoing context
    • Templates, Bots & Automation: Use templates and Lex bots to streamline communication and reduce repetitive agent tasks.

    Details

    Sold by
    Digiclarity, LLC 
    Categories
    Implementation 
    Infrastructure as Code 
    Software Development 
    Delivery method
    Deployed on AWS
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    Support

    Vendor support

    Support Options:

    • Provide post production deployment and maintaince service
    • Standard Business Hours Support
    • 24x7 Support (Premium)
    • Enterprise: Includes Runbooks, Alerting, Health Checks, and SLAs

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