AWS connect documentation change

Service: connect · 2026-05-28 · Documentation low

File: connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.md

Summary

Added documentation about communication widget campaigns including requirements, notification types (View/Action), examples, and configuration steps

Security assessment

The changes describe functional aspects of campaign creation and notification behaviors without addressing vulnerabilities, security controls, or security incidents. No security implications or protective measures are mentioned.

Diff

diff --git a/connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.md b/connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.md
index 6af54178f..a22f609af 100644
--- a//connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.md
+++ b//connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.md
@@ -26,0 +27,44 @@ Event sources are based on integrations in your Customer Profiles domain. detail
+###### Important
+
+To create a communication widget campaign, you must have a Customer Profiles integration between your Customer Profiles domain and your instance. The required object type name is `Campaign-WebNotification`. You can do this by choosing the upgrade button in the Connect Customer admin website console by selecting your instance and then going to the **Outbound campaigns** subpage.
+
+![Communication section showing Delivery mode dropdown with Communication widget selected from options including Agent assisted voice, Automated voice, Email, SMS, and WhatsApp.](/images/connect/latest/adminguide/images/shows_channel_option.png)
+
+![Communication section showing Communication widget dropdown with My-custom-widget selected and Notification type section with Action and View options.](/images/connect/latest/adminguide/images/shows_channel_option_after_a_widget_is_selected.png)
+
+There are two notification types to choose from: **View** and **Action**.
+
+**View**
+    
+
+A **View** notification displays a visual message or prompt above the communication widget button. It presents information to the end user, such as a greeting, offer, or contextual message. The notification invites the end user to engage in a conversation with an agent or bot.
+
+Select **View** when you want to surface a message, promotion, or contextual nudge to the end user before they start a conversation. This gives the end user a moment to read and decide whether to engage.
+
+Examples:
+
+     * A proactive banner saying "Hi! We noticed you've been on this page for a while. Need help finding the right plan?"
+
+     * A promotional message: "Limited time offer — chat with us to get 20% off your upgrade."
+
+     * A contextual nudge: "Having trouble completing your order? We're here to help."
+
+**Action**
+    
+
+An **Action** notification bypasses any visual message and immediately triggers the communication widget to open, and starts a conversation directly with a bot or human agent.
+
+Select **Action** when you want to skip the notification step entirely and launch the end user straight into a live conversation. No intermediate message is shown.
+
+Examples:
+
+     * The system immediately connects a high-intent customer on a checkout page to a support agent.
+
+     * The system routes a returning customer with an open case directly into a bot flow to check status.
+
+     * A VIP customer triggers an instant connection to a dedicated agent upon visiting the help page.
+
+![View notification type selected showing View selection dropdown, View version dropdown, and Recommendations section with Recommender dropdown.](/images/connect/latest/adminguide/images/shows_view_notification_type_components.png)
+
+After you choose a notification type, you can select a recommender.
+