Amazon Connect

Amazon Connect is AWS’s cloud contact center service, used for both voice and chat customer service by operators already running on AWS. ProPay’s own communication layer, SMS, voice, chat, and web form intake, runs alongside Amazon Connect rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.

Where ProPay and Amazon Connect overlap

ProPay’s SMS triage reduces the volume of routine calls reaching Connect in the first place.

ProPay’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach Amazon Connect. That’s the volume Amazon Connect doesn’t have to handle.

Where a call is needed, ProPay can supply claim context through Connect’s contact attributes so the agent isn’t starting cold.

How the Amazon Connect connection works

Amazon Connect’s API supports contact attributes and Lambda-based context injection, which is where ProPay writes claim status ahead of a call.

A Forward Deployed Engineer sets up the specific handoff points between ProPay and Amazon Connect during deployment, which claim events should write into Amazon Connect, and on what trigger.

What stays in Amazon Connect

Amazon Connect continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.

Data handling and security

Claim status written into Amazon Connect comes from a company-specific ProPay instance, one client’s claim and customer data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.

Every automated communication ProPay sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding Amazon Connect is auditable back to why it was sent.

Deploying the integration

A dedicated Forward Deployed Engineer configures the specific events that sync between ProPay and Amazon Connect, matching how your team already uses Amazon Connect for support.

Frequently asked questions about ProPay and Amazon Connect

Does ProPay replace Amazon Connect?

No. Amazon Connect continues to handle the support workflows it already runs; ProPay’s own SMS, voice, and chat triage handles the claim itself and shares status with Amazon Connect where the two overlap.

How does ProPay connect to Amazon Connect?

Amazon Connect’s API supports contact attributes and Lambda-based context injection, which is where ProPay writes claim status ahead of a call.

Does ProPay reduce the volume reaching Amazon Connect?

Where Amazon Connect handles inbound customer contact, yes, ProPay’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Amazon Connect.