Using Conversational SMS Integration with AWS End User Messaging

  • Release version: Australia
  • Updated June 11, 2026
  • 1 minute to read

    • Enable a customer to converse with a live or virtual agent using the SMS integration with AWS End User Messaging.

    Customers can message the phone number to speak to an agent and resolve their queries. A conversation is first initiated by a virtual agent that collects basic information about the issue and then transfers the chat to a live agent.

    A live agent can accept SMS conversations as a work item from their Agent Workspace inbox and can converse with the customer through a series of text messages. A live agent can also share knowledge articles as a link, share any URLs, or even add images as attachments.