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Send web notifications with Connect Customer outbound campaigns - Amazon Connect Customer
How web notification worksPrerequisitesStep 1: Enable web notification on your Communications widgetStep 2: Create a notification viewStep 3: Add a web notification service integration and personalize your viewStep 4: Create the campaignStep 5: Initialize web notifications on your websiteMeasure performanceLimitations

Send web notifications with Connect Customer outbound campaigns

You can use Connect Customer outbound campaigns to deliver personalized notifications to website visitors through the Communications widget. Notifications are triggered by visitor activity that the web data tracker captures into Customer Profiles, such as scrolling past a portion of the page, viewing a product for an extended time, or adding an item to a cart. For an overview of how the web data tracker and web notification work together, see Web data tracker and web notification.

How web notification works

  1. An event trigger fires when visitor behavior matches a rule you configured in your outbound campaigns campaign.

  2. The campaign passes the visitor context to the web notification service, which calls the Customer Profiles API to resolve dynamic placeholders such as first name and recommended products.

  3. The service delivers the notification to the visitor's browser over WebSocket and displays it in the Communications widget. The service records interaction events for analytics.

Prerequisites

Step 1: Enable web notification on your Communications widget

  1. Sign in to the Connect Customer admin website.

  2. In the navigation menu, choose Channels, then choose Communications widgets.

  3. Create a new widget or open an existing one for editing.

  4. Under the Features section, enable Web notification.

  5. Add the website domains where the widget will be embedded to the allowed domains list.

  6. Save the widget and copy the widget snippet code for embedding on your website.

Step 2: Create a notification view

A view defines the visual layout and content of your notification. Use the notification template to design what visitors see.

  1. In the navigation menu, choose UI Management, then choose Views.

  2. Choose Create view and select the Notification template.

  3. Design the notification content:

    • Title – Supports personalization, for example Hi {FirstName}!.

    • Message body – Can include product recommendations from Customer Profiles.

    • Action buttons – For example, Chat now or Learn more.

  4. Publish the view.

For more information about views, see Views: UI templates to customize an agent's workspace in Connect Customer.

Step 3: Add a web notification service integration and personalize your view

To personalize notification content with Customer Profiles data, add a web notification service integration to your view. The integration connects the view to the Customer Profiles API so dynamic placeholders are resolved at delivery time.

  1. Open your view in the view editor.

  2. Choose the Integrations tab.

  3. Choose Add integration.

  4. Set the Integration name, for example WNS. This name is how you reference profile attributes in your view content using the $.#INTEGRATION_NAME syntax.

  5. Set Integration type to Web notification service.

  6. Choose Add integration to save.

After adding the integration, use dynamic placeholders in the view to personalize notifications with profile data. The following table shows the syntax patterns to use in the title or message body of a notification view.

Data type

Syntax

Example

Customer profile attribute

$.#INTEGRATION_NAME.Profile.<AttributeName>

$.#WNS.Profile.FirstName

Recommendation (catalog item)

$.#INTEGRATION_NAME.Recommendations[<Index>].CatalogItem.<AttributeName>

$.#WNS.Recommendations[0].CatalogItem.Name

Example notification content

Using an integration named WNS, a notification might look like the following:

Title:   Hi $.#WNS.Profile.FirstName! Still thinking about this?
Message: We think you'll love $.#WNS.Recommendations[0].CatalogItem.Name.
         Click below to chat with an agent.
Tip

In the view editor, choose the Reference tab to see all available Customer Profiles attributes and recommendation catalog fields you can use as dynamic placeholders.

Note

When a notification is triggered, the web notification service calls the BatchGetProfile and GetProfileRecommendations APIs in Customer Profiles to fetch real-time profile data and resolve any dynamic placeholders before delivering the notification to the visitor's browser.

Step 4: Create the campaign

Web notifications are delivered through outbound campaigns. Create a campaign that links to the widget you configured in Step 1 and the notification view you created in Step 2. For a full walkthrough including screenshots, see Create an outbound campaign using the console and Create an outbound campaign using event triggers.

(Optional) Link a recommender to enable AI-driven product suggestions in the notification. Recommenders are only available when you select the View notification type and the selected view has a Web Notification Service integration. For more information, see Predictive Insights (Preview).

Step 5: Initialize web notifications on your website

After embedding the Communications widget snippet on your website, initialize web notifications by calling Notification.init() in your page JavaScript. Call this method only after the visitor has granted appropriate consent for personalized messaging.

await window.amazon_connect.Web.Notification.init();

Measure performance

Track delivery, engagement, chat conversion, and dismissal in the Connect Customer analytics dashboard under the outbound campaigns performance section.

Limitations

For limitations that apply to web notification, see Limitations.