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Bring Social Messaging to your Contact Center

Bring Social Messaging to your Contact Center

WhatsApp Integration with Amazon Connect (with voice notes)

amazonconnectwhatsapp
Enrique Rodriguez
Amazon Employee
Published Feb 26, 2025
Comments
This project shows how to integrate WhatsApp messages through AWS End User Messaging with Amazon Connect to create a seamless customer service experience. While Amazon Connect has native WhatsApp integration, it has some limitations regarding message types and attachments (see WhatsApp Business messaging capabilities and limitations with Amazon Connect ). This project uses SNS integration to provide more flexibility in handling different message types. When a WhatsApp message is received, it automatically creates or continues a chat in Amazon Connect, and responses from agents are sent back to the WhatsApp user. If the user sends a voice note, that will be transcribed and used in the dialog using Amazon Transcribe

Architecture

The solution uses several AWS services to enable WhatsApp communication through Amazon Connect:
  • AWS End User Messaging (EUM) for WhatsApp channel management
  • Amazon Connect for chat functionality
  • AWS Lambda for message processing and integration
  • Amazon DynamoDB for conversation state management
  • Amazon S3 for media file storage
  • Amazon SNS Topic for event pub/sub
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diagram

Flow

  1. User sends a WhatsApp message
  2. AWS End User Messaging Social (EUM-Social) receives the message send it to SNS Topic for inbound messages.
  3. AWS Lambda function:
    • Creates or continues a chat in Amazon Connect
    • Stores message metadata in DynamoDB (Not message content)
    • Handles media files by uploading them to S3
    • Optionally if voice note is received, it will be downloaded to s3 bucket and transcribed before sending to amazon connect chat.
  4. Amazon Connect agent receives and responds to the message
  5. Lambda function receives Connect response (via another SNS Topic) and sends it back to WhatsApp user via EUM API
  6. User receives the response in WhatsApp

Prerequisites

1) WhatsApp Business Account

To get started, businesses need to either create a new WhatsApp Business Account (WABA) or migrate an existing one to AWS. The main steps are described here. In summary:
  1. Have or create a Meta Business Account
  2. Access AWS End User Messaging Social console and and link business account through Facebook embedded portal.
  3. Ensure you have a phone number that can receive SMS/voice verification and add it to Whatsapp.

2) An Amazon Connect instance

You need a Amazon Connect Instance. If you don't have one already you can follow this guide.

3) CDK Setup

Note: If you you don't know what CDK is, please start here and install cdk and dependencies, configure environment and boostrap your account and region.

Deployment

This project uses AWS CDK for infrastructure deployment. Follow these steps:
Clone the repo:
git clone https://github.com/aws-samples/generative-ai-ml-latam-samples
Set up environment:
cd samples/whatsapp-eum-connect-chat
python3 -m venv .venv
source .venv/bin/activate # On Windows use: .venv\Scripts\activate.bat
pip install -r requirements.txt
Deploy the stack:
cdk deploy
⚠️Important: Deploy in the same region as your AWS End User Messaging configuration

Post-deployment setup

1) AWS Lambda Environment Variables

After deployed, go to the WhatsappHandler Lambda function and update the INSTANCE_ID (your instance id) CONTACT_FLOW_ID (the contact flow used for chat session) and CHAT_DURATION_MINUTES (how long the chat will be active in connect) environment variables.
Here you can find the Amazon Connect Instance Id and Contact Flow ID
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environment

2) Add the event destination

After deploying the stack, use the created SNS topic as your event destination in AWS End user messaging social console. The specific arn will be in the cloudformation output (or cdk deploy output).
cloudformation stack outputs:
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cloudformation
AWS End user messaging social console:
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Social messaging

The WhatsappHandler Lambda function

The SNS topics basically invokes AWS Lambda with a list of records that follow this structure. After parsing each record there is a provided WhatsappService class to easily save, react, read, and reply whatsapp messages:
lambda_function.py
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...
for message in whatsapp.messages:
audio = message.get_audio(download=True) # Check if there is audio
transcription = None

if audio.get("location"): # it's been downloaded
print("TRANSCRIBE IT")

# transcribe using Amazon Transcribe
transcription = transcribe_service.transcribe(audio.get("location"))
message.add_transcription(transcription)

#An existing conversation with Amazon Connect Chat
contact = connections.get_contact(message.phone_number)

# Get message text content
text = message.get_text()

if transcription:
# Reply the transcription to the user
message.text_reply(f"🔊_{transcription}_")
text = transcription
...
From here, just follow Meta's messages structure and invoke send_whatsapp_message method from End User Social Service. For a complete list of the different messages you can send and examples, please refer to this documentation. In this code you can implemente custom logic to handle reactions, images, videos, etc.
There is a boilerplate python code in whatsapp.py that provides mark as read, reply, and reaction to user's messages.

Using Amazon Transcribe Streaming to understand Voice Audios

Messages can contain media (audio, images, etc). To leverage that audio it need to be downloaded and transcribed first. Code details in transcribe.py
Official Docs

Creating or using Amazon Connect Chat

This code block handles the chat connection logic:
  1. If a contact exists, it tries to send the message using the existing connection. If the connection is invalid, it removes the old contact and creates a new chat connection
  2. If no contact exists, it creates a new chat connection from scratch. In all cases it stores/updates the connection details in the connections database
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if(contact):
try:
send_message_response = chat.send_message(text, contact['connectionToken'])
except:
print('Invalid Connection Token')
connections.remove_contactId(contact['contactId'])
print('Initiating connection')
contactId, participantToken, connectionToken = chat.start_chat_and_stream(
text, message.phone_number, "Whatsapp", customer_name, message.phone_number_id)

connections.update_contact(
message.phone_number, "Whatsapp", contactId, participantToken, connectionToken, customer_name,
message.phone_number_id)
else:
print("Creating new contact")
contactId, participantToken, connectionToken = chat.start_chat_and_stream(
text, message.phone_number, "Whatsapp", customer_name, message.phone_number_id)

connections.insert_contact(message.phone_number, "Whatsapp", contactId, participantToken, connectionToken, customer_name,
message.phone_number_id)

The ConnectHandler Lambda function

This function handles Amazon Connect responses to user. Basically retrieves connection tokens for that specific contact id and send the message back to user:
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...
customer = connections.get_customer(contactId)
if(customer):
phone = customer['customerId']
systemNumber = customer['systemNumber']
send_whatsapp_text(message_body,phone, systemNumber)
...

def send_whatsapp_text(text_message, to, phone_number_id, meta_api_version="v20.0" ):
message_object = {
"messaging_product": "whatsapp",
"recipient_type": "individual",
"to": f"+{to}",
"type": "text",
"text": {"preview_url": False, "body": text_message},
}

kwargs = dict(
originationPhoneNumberId=phone_number_id,
metaApiVersion=meta_api_version,
message=bytes(json.dumps(message_object), "utf-8"),
)
response = boto3.client("socialmessaging").send_whatsapp_message(**kwargs)
print("replied to message:", response)
...
Test your Aplication
In order to test the chatbot, go to your Amazon Connect Instance and Open Contact control Panel (CCP) and send a Whatsapp Message to the EUM Social number.
(personal phone number blurred)
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demo

Cost Considerations

The main cost components for this solution are:
Optional costs:
All serverless and pay as you go (no cost if no used)
For detailed pricing, refer to AWS End User Messaging pricing.

Decomission

In order to delete resources, ust cdk destroy if using cdk cli. Alternately go to cloudformation console an hit Delete
Enjoy!
 

Any opinions in this post are those of the individual author and may not reflect the opinions of AWS.

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