Mobile Connect

While Amazon Connect does not have a native Voicemail system in place, we've seen multiple clients use workarounds to get a voicemail experience in Amazon Connect & Mobile Connect. We suggest the following approach:

• Set up a workflow in Amazon Connect Customer to capture a voicemail recording when a user doesn't pick up a call.
• Create a task and route it to the user with the customer phone number & voicemail transcription. Optionally add a link to the recording and any other relevant data attributes/CRM info.
• Important: The customer phone number should be added as a string field and should be formatted as a phone number in E.164 format, ie "+32496121212".
• This will show up in Mobile Connect like this. The customer can be dialed back by clicking on the phone number.