Connect Customer feature specifications

24 months from the time the event occurred

100

.csv, .doc, .docx, .heic, .jfif, .jpeg, .jpg, .mov, .mp4, .pdf, .png, .ppt, .pptx, .rtf, .txt, .wav, .xls, .xlsx

Administrators can also configure custom file extensions through the Connect Customer admin website or the Connect Customer API. For instructions, see Step 3: Configure attachment file types and size limits.

For more information about supported file types for WhatsApp business messaging, see WhatsApp business messaging feature specifications later in this topic.

Default 20 MB (configurable from 1 MB to 20 MB). To configure, use the Connect Customer admin website or the UpdateAttachedFilesConfiguration API.

Default 20 MB (configurable from 1 MB to 100 MB). To configure, use the Connect Customer admin website or the UpdateAttachedFilesConfiguration API.

For more information about supported file sizes for WhatsApp business messaging, see WhatsApp business messaging feature specifications later in this topic.

60 seconds

200KB

6

For example, you can have a group of 6 participants in the call at the same time. Two supervisors can monitor the call. The two supervisors can do two silent monitor sessions, or one silent monitor and one barge-in session.

The total number of participants on a call would look like this:

3

There can be 3 participants in total:

700

6

The participants are the customer, agent, and others who can be agents or external third-parties.

Contact record retention for all channels and subtypes (voice, email, tasks, and chat, including SMS, WhatsApp, and Apple Messages for Business).

24 months from the time the associated contact was initiated.

You can choose to stream contact records to Kinesis so you can manage retention and perform advanced analysis.

Maximum size of the returned data in a Lambda function

Less than 32KB of UTF-8 data

Limit on creating and deleting instances

100 instances can be created or deleted in 30 days

Connect Customer enforces a limit on the total number of instances that you can create and delete in 30 days. If you exceed this limit, you will get an error message indicating there has been an excessive number of attempts at creating or deleting instances. You must wait 30 days before you can restart creating and deleting instances in your account.

For example, if you create 80 instances and delete 20 over the course of 30 days, you must wait an additional 30 days before you can create or delete any more instances. If you create and delete the same instance 100 times in 30 days, the limit also applies.

Searchable custom contact attributes

50

Replica instances (created by using the ReplicateInstance API)

5 per account

Traffic distribution groups

8 per replicated instance

35

Active chats per agent

10

6

The participants are the customer, agent, and others who can be agents.

Custom participants (such as a custom bot) on a contact

1

Depends on the number of concurrent chats limit set in the supervisor's routing profile

People who can monitor the same agent chat at the same time regardless of whether the Enable Multi-Party Chats and Enhanced Monitoring for Chat capability is enabled for an instance

5

For example, you can have a group of 5 people monitor a chat at the same time, and then a different group of 5 people monitor a different chat at the same time, and so on.

The total number of participants on the chat would look like this:

Supervisors who can barge in on a chat between an agent and a customer when the Enable Multi-Party Chats and Enhanced Monitoring for Chat capability enabled for an instance

1

Only 1 supervisor can be in barged in mode for a given chat.

Total duration per chat

Up to 7 days, including wait time

Maximum message size

Varies by channel and direction. See Chat message size limits by channel.

Open websocket connections per chat participant

5

Chat Amazon Lex bot integration timeout

10 seconds

The maximum time within which the Amazon Lex bot must respond to the chat customer's prompt.

Past chat transcript file size. This applies to persistent chat.

5MB

Past contacts that can be traversed by Connect Customer chat. This applies to persistent chat.

100

Communications widgets that can be created and customized per instance

20

.csv, .doc, .docx, .heic, .jfif, .jpeg, .jpg, .mov, .mp4, .pdf, .png, .ppt, .pptx, .rtf, .txt, .wav, .xls, .xlsx

Administrators can also configure custom file extensions through the Connect Customer admin website or the Connect Customer API.

20 MB (configurable up to 100 MB)

5 MB

HTML (text/html) (Default)

Plain text (text/plain)

All email contacts (messages) sent by Connect Customer are handled in HTML (text/html) format by default. Additionally, a plain text (text/plain) version is stored and available for all email contacts (messages) in Connect Customer for features like the Flow block in Connect Customer: Get stored content flow block.

25 MB

50 attachments

No limit so long as the size of inline images received in the email message does not exceed 5 MB.

image/jpg, image/jpeg, image/png, image/gif, image/svg, image/webp, image/bmp, image/heif, image/heic

All inline images are Base64 encoded when storing email messages with Connect Customer.

This is defined by your Amazon S3 lifecycle configuration. For more information, see Managing your storage lifecycle in the Amazon Simple Storage Service User Guide. Contact record retention for all channels and subtypes still applies for email contact data.

You can easily download and access email messages and attachments using the Download recordings and transcripts of past conversations in Connect Customer feature.

14 days (Default)

Customizable up to 90 days using the Flow block in Connect Customer: Set contact attributes flow block or Expiry API to update the connect:ContactExpiry segment attribute.

This determines how long an email contact can remain active (for example, waiting in queue or assigned to an agent) before expiring and closing automatically. "No" for adjustability means that you cannot customize or increase this attribute to be greater than 90 days.

50 email addresses per email contact (message) total across To and CC.

Inbound email contacts (messages) support any combination of 50 email addresses total across To and CC.

Outbound email contacts (messages) support only 1 email address in To and up to 49 email addresses in CC.

Only 1 from email address per email contact (message).

BCC email addresses are not supported in Connect Customer.

998

255

256

Task templates per instance

50

Task template customized fields per template

50

Maximum duration of a task

Default is 7 days, extensible up to 90 days