SMS Administration

The Symbee Connect chat channel functionality supports the servicing of chat conversations in your contact center via various messaging delivery channels. One of those being Mobile Phone based Short Messaging (SMS).

For SMS, Symbee Connect has the following out-the-box integration options:

  • Integrate with an SMPP (Short Message Peer-to-Peer protocol) compliant SMS Provider.
  • Integrate using the SMS features of AWS End User Messaging (or the older Amazon Pinpoint) in your AWS account.
  • Integrate using other REST-based API SMS Providers, such as Twilio. The Twilio integration is complete and available for use. We can also integrate other alternative REST-based SMS gateways based on request. Please contact support to inquire.

The SMS channel can be used for both incoming SMS conversations to your contact center, as well as unsolicited outbound SMS conversations from your agents to customers.

SMS - AWS End User Messaging

This screen lists and lets you maintain your currently configured Symbee Connect AWS End User Messaging (EUM) SMS configurations (or mappings). Options are available to Modify, Delete, Duplicate SMS Mapping and Add AWS EUM SMS Mapping.

Support for Amazon Pinpoint

AWS is ending support for Amazon Pinpoint. For customers currently using Amazon Pinpoint, you will no longer be able to access the Amazon Pinpoint console after October 2026. Additionally new customers, or AWS customers that had not used Amazon Pinpoint previously, will not be able to use Amazon Pinpoint starting May 20, 2026. Refer to the official AWS Pinpoint support notice here: Amazon Pinpoint end of support

Symbee Connect will continue to support customers that already have Amazon Pinpoint SMS configurations configured in Symbee Connect until AWS support for Pinpoint ends. Refer to the first AWS Configuration Mode setting on the Symbee Connect Maintain SMS Mapping screen for this, further below.

All previous Amazon Pinpoint SMS functionality in Symbee Connect has been transitioned to use the AWS End User Messaging SMS API's which offer the same core SMS functionality, with additional features available when using AWS EUM.

Each configured AWS End User Messaging SMS mapping in Symbee Connect represents one or multiple SMS-capable phone numbers claimed and configured in your End User Messaging SMS console in your AWS account, by region, that you want to use for conversational SMS communication with your customers in your Contact Center. You claim your actual SMS-capable phone numbers through the EUM console in your AWS account, and then reference those numbers in End User Messaging SMS mapping configurations in Symbee Connect.

Essentially, Symbee Connect uses the AWS EUM SMS functionality in your AWS account as an SMS "gateway" for your contact center conversational SMS channel. The EUM mapping configuration in Symbee Connect then associates the SMS conversations and SMS phone numbers from EUM, to either Skill Queues (if Delivery Provider is set to Symbee) or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the SMS conversations to be routed to and from your contact center agents.

Also refer to the Setting up your first AWS End User Messaging SMS number step by step that guides you through setting up your first AWS EUM SMS Number and associated mapping configuration in Symbee Connect.


Notes for Agent-initiated Outbound SMS, specific to AWS End User Messaging

All Symbee Connect SMS integration options, including the AWS End User Messaging integration, fully support unsolicited new outbound SMS conversations being initiated by the agent out to the customer (either to send a single message to the customer, or to initiate a full back-and-forth SMS conversation between the agent and the customer).

The notes in this section are specifically related to the AWS EUM integration, when you are wanting to use and configure agent-initiated outbound SMS in Symbee Connect.

Due to the way the Chat channel in-general is implemented in Amazon Connect - that is, out-the-box only supporting Inbound chats to an agent - there are two limitations to the way Symbee Connect agent-initiated outbound SMS conversations function when using AWS EUM SMS numbers configured with a Delivery Provider set to Amazon (that is, when the outbound SMS conversations are utilizing the Amazon Connect Chat channel for their delivery):

  1. The agent must be in an Available (routable) state to initiate an outbound SMS or social conversation. The agent cannot initiate outbound conversations from an Unavailable state (as Amazon Connect will not allow the loop-back delivery/association of the underlying outbound SMS chat to the agent unless they are routable).
  2. If you want the agent to be able to send outbound SMS messages or start outbound SMS conversations while they are currently also servicing contacts/interactions on other channels (for example, the agent be able to send an SMS message to the customer while talking to them on a Voice call, or reviewing an Email), the agent's Routing Profile in Amazon Connect must be configured for Cross-channel concurrency, to allow other channels concurrently on any other channels (Voice, Tasks, Email) you want to allow the agent to have active when initiating an outbound SMS or Social messaging conversation. Again, this is to allow Amazon Connect to perform the loop-back delivery/association of the underlying outbound SMS chat to the agent while on another contact).

Avoiding the Amazon Connect limitations for agent-initiated outbound SMS conversations when using AWS EUM

Both of the above limitations can by avoided while still using AWS EUM SMS numbers, however you will need to set the Delivery Provider to Symbee on the AWS EUM SMS Mappings in Symbee Connect for the SMS numbers you want to use for agent-initiated outbound SMS conversations. Setting the Delivery Provider to Symbee allows the SMS conversations to be delivered outside of the Amazon Chat channel, therefore avoiding the limitations above.
For further details on the differences between Amazon Delivered and Symbee Delivered, see here.

Add AWS End User Messaging SMS Mapping

AWS End User Messaging SMS Mapping Code

The code that will be displayed in pick-lists to represent this mapping.

AWS End User Messaging/Pinpoint SMS Mapping Description

A short description for the new AWS End User Messaging/Pinpoint SMS Mapping.


Maintain AWS End User Messaging/Pinpoint SMS Mapping

AWS End User Messaging / Pinpoint SMS Configuration

AWS Configuration Mode

Represents how the SMS Phone Numbers associated with this SMS Mapping are configured in your AWS account. Select:

  • Pinpoint Project if you are still using the older Amazon Pinpoint Project.
  • End User Messaging SMS - SNS integrated if your numbers are configured in AWS End User Messaging and are set with a Two-way SMS Destination type of 'Amazon SNS'.
  • Select End User Messaging SMS - Connect integrated if your numbers are configured in AWS End User Messaging and are set with a Two-way SMS Destination type of an Amazon Connect instance with the numbers imported into Amazon Connect.
Project Id

Only relevant/visible when the AWS Configuration Mode is set to Pinpoint Project. The Amazon Pinpoint Project Id this mapping is related to in Pinpoint.

Delivery Provider

Choose the delivery provider for SMS messages. See Selecting the Chat Delivery Provider for further details on this.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Chat Integration CloudFormation. Refer to the Setting up your first AWS End User Messaging SMS number step by step guide for instructions.

Outbound Contact Flow

Only relevant/visible when the Delivery Provider is set to Amazon. The Amazon Connect contact flow used to start unsolicited new agent-initiated outbound SMS conversations. Refer to the Setting up your first AWS End User Messaging SMS number step by step guide for instructions on how to configure this Contact Flow.

Default Country Code

The default Country Code (ISO 3166-1) to use when transforming phone numbers if they are not already in E.164 format. For example, US - United States, UK - United Kingdom. See https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes for a complete list of 2-character country codes.

Configuration Set Name

Optional, and only relevant/visible when the AWS Configuration Mode is set to one of the End User Messaging SMS... options. The AWS End User Messaging SMS Configuration Set name to use when outbound messages are sent from the Phone Numbers configured in this SMS Mapping.

Region

The AWS Region the Phone Numbers in this mapping are configured in, within AWS End User Messaging in your AWS account.


Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.


SMS Phone Number and Routing Details

The settings in this section map the routing from your claimed SMS phone numbers, to respective Skill Queues or Amazon Connect Contact Flows.

SMS Phone Number (1 through 5)

SMS Phone Number within AWS End User Messaging that messages will be sent via

Display Name (1 through 5)

The friendly name displayed for this SMS Phone Number in the Agent UI (when selecting an SMS origin number for unsolicited outbound SMS conversations).

Skill Queue Code (1 through 5)

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new SMS conversations from this phone number will be routed to.

Contact Flow (1 through 5)

Only relevant and displayed if the Delivery Provider is set to Amazon, and the AWS Configuration Mode is set to something other than End User Messaging SMS - Connect integrated. Choose the Amazon Connect Contact Flow new SMS conversations from this phone number will be initially routed through.

SMS - REST Based

This screen lists and lets you maintain your currently configured REST API based SMS Provider configurations. Options are available to Modify, Delete and Add SMS Provider Mapping.

Each SMS Provider configuration represents a mapping between the SMS Phone numbers used by your SMS Providers REST API endpoint and either Skill Queues or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the SMS conversations to be routed to your contact center agents.

Also refer to the Setting up Twilio SMS MMS step by step that guides you through setup up of a Twilio REST based SMS implementation.


Add SMS Provider Mapping

SMS Provider Mapping Code

Enter a code that will be displayed in pick-lists within the Administration Portal to represent this mapping.

Provider Mapping Name

A short description for the new REST Based SMS Provider Mapping.


Maintain REST Based SMS Mapping

SMS Provider Configuration

SMS Provider

Select your SMS provider.

Delivery Provider

Choose the delivery provider for SMS conversations from this mapping. See Selecting the Chat Delivery Provider for further details on this.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Amazon Connect Chat Integration CloudFormation. Refer to the Setting up Twilio SMS MMS step by step guide for instructions.

User Name

API Credentials. The username of your API user when communicating with your REST-based SMS Provider.

Password

API Credentials. The password of your API user when communicating with your REST-based SMS Provider.

Access Key

API Credentials. The key of your API when communicating with your REST-based SMS Provider.

Access Secret

API Credentials. The secret associated with the access key of your API when communicating with your REST-based SMS Provider.

Country Code

The default Country Code (ISO 3166-1) to use for Phone Numbers when no country code is provided. For example: US - United States, UK - United Kingdom. See https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes for a complete list of 2-character country codes.

Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.


SMS Number Queue Routing

The settings in this section map the routing from the SMS phone numbers used by your SMS gateway, to respective Skill Queues or Amazon Connect Contact Flows.

Address (1 through 15)

The SMS Phone Number within the SMS provider that messages will be sent via.

Display Name (1 through 15)

The friendly name displayed for this SMS Phone Number in the Agent UI (when selecting an SMS origin number for unsolicited outbound SMS conversations).

Queue Name (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new SMS conversations from this phone number will be routed to.

Contact Flow (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Amazon. Choose the Amazon Connect Contact Flow new SMS conversations from this phone number will be initially routed through.


SMS Mapping Web-Hook URL

The configuration in your SMS Provider will require a Webhook URL to send callback requests to for incoming SMS messages. Use the URL displayed here as the Webhook URL for this SMS Mapping when setting up the configuration in your SMS Provider.

SMS - SMPP Providers

This screen lists and lets you maintain your currently configured SMPP (Short Messaging Peer-to-Peer protocol) based SMS Provider configurations. Options are available to Modify, Delete and Add SMS Provider.

Each SMS Provider configuration represents a mapping between the SMS Phone numbers used by your SMPP Provider account and either Skill Queues or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the SMS conversations to be routed to your contact center agents.


Add SMPP SMS Provider

SMS Provider Code

Enter a code that will be displayed in pick-lists within the Administration Portal to represent this mapping.

SMS Provider Name

Short description for the new SMPP SMS Provider mapping.


Maintain SMPP Based SMS Provider Settings

SMPP Binding Configuration

Host

The Host or IP Address used to connect to the SMSC of your SMPP Gateway provider.

Port

the TCP Port used to connect to the SMSC of your SMPP Gateway provider.

User

User ID for your SMPP Provider account used to sign into the SMSC.

Password

Password for your SMPP Provider account used to sign into the SMSC.

Default Country Code

The default Country Code (ISO 3166-1) to use for Phone Numbers when no country code is provided, when transforming to E.164 format. For example, US - United States, UK - United Kingdom. See https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes for a complete list of 2-character country codes.

Delivery Provider

Choose the delivery provider for SMS conversations from this mapping. See Selecting the Chat Delivery Provider for further details.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Amazon Connect Chat Integration CloudFormation.


Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.


SMS Number Queue Routing

The settings in this section map the routing from the SMS phone numbers used by your SMPP gateway, to respective Skill Queues or Amazon Connect Contact Flows.

SMS Phone Number (1 through 15)

The SMS phone number within the SMSC that messages will be sent via

Display Name (1 through 15)

The friendly name displayed for this SMS Phone Number in the Agent UI (when selecting an SMS origin number for unsolicited outbound SMS conversations).

Skill Queue Code (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new SMS conversations from this phone number will be routed to.

Contact Flow (1 through 15)

Only relevant and displayed if the Delivery Provider is set to Amazon. Choose the Amazon Connect Contact Flow new SMS conversations from this phone number will be initially routed through.