Set up customer authentication in Amazon Connect for chat contacts - Amazon Connect

Set up customer authentication in Amazon Connect for chat contacts

You can prompt your customers to sign in and authenticate during a chat. For example, unauthenticated customers engaged with a chat bot can be prompted to sign in before to being routed to an agent.

This built-in capability leverages Amazon Connect Customer Profiles and Amazon Cognito. There are no additional costs for using Customer Profiles, which is already enabled in your Amazon Connect instance if you chose the default settings during setup. For information about Amazon Cognito pricing, see the Amazon Cognito pricing page.

To set up customer authentication for chat:

  1. Enable customer authentication for your Amazon Connect instance.

  2. Enable the authentication message.

  3. Add an Authenticate Customer block to your flow.

If your contact center is using an existing authentication solution external to Amazon Connect, see Pre-chat authentication.