Skip to content

Voice Notification Campaigns

Before You Begin

Voice Notification Campaigns send automated voice calls with pre-recorded or text-to-speech messages. Perfect for quick updates and alerts.

Before creating a Voice Notification campaign, make sure you have the following in place:

  • The right permissions — Campaigns use role-based access, so you'll need the specific role your organization assigns in order to create one.
  • A Campaign Group — Every campaign must belong to a group. If you don't already have one, create a Campaign Group first.
  • A voice-capable phone number — You'll select a source phone number for outbound calls, and it must be an Amazon Connect phone number that supports voice.
  • Your message content — Have the text of your notification ready. You can preview how it will sound before launching and add multiple sequential messages with wait periods in between if needed.
  • A decision on voicemail — Decide whether you want voicemail enabled for the campaign, as this is set when you choose the campaign type.
  • A contact list — Prepare a CSV file with your recipients' details, formatted to meet the upload requirements.

Limits and Constraints

Keep the following limits in mind when building a Voice Notification campaign:

  • One-way messaging — Voice Notifications deliver pre-recorded or text-to-speech messages and don't collect responses; they're meant for updates and alerts rather than feedback.
  • Voice-only source number — You can only choose an Amazon Connect phone number that supports voice.
  • Campaign name rules — Names must start with a letter or number, may contain only letters, numbers, hyphens, or underscores (no spaces), and must be unique across all past and future campaigns.
  • Language options — English is selected by default, with Spanish available as an additional language.
  • Contact list format — The file must be a CSV containing first_name, last_name, and phone_number columns (all values required), with phone numbers starting with + and containing at least 11 digits. An optional language column accepts en-US, es-US, or an empty value.
  • Campaign duration — Per the campaign duration guidelines, recommended durations depend on the type of message: up to 24 hours for emergency alerts, up to 7 days for service notifications, and up to 14 days for general communications.
  • Post-campaign retention — After a campaign ends, it stays on the dashboard for two months before its associated resources are removed from Amazon Connect; campaign metrics are retained.

Step-by-Step Instructions

Create a Voice Notification Campaign

  1. In the left menu, click Campaigns, and then Create Campaign.
  2. Select a Campaign Group. A group must be selected before you can proceed. Campaigns can’t be created without a group.
  3. Click Voice Notification.
  4. If you want Voicemail available, click Enable Voicemail.
  5. Click Content.
  6. Enter a Campaign name. Names must start with a letter or number and may only contain letters, numbers, hyphens, or underscores (spaces are not permitted). Campaign names must be unique to all past and future campaigns.
  7. Use the Source Phone dropdown to select the outbound phone number for the campaign.

Note: You can only select an Amazon Connect phone number that supports voice.

  1. Use the Language dropdown to select one or more languages. English is selected by default, but you can also add Spanish. When multiple languages are selected, question content can be entered per language.
  2. Enter the text of the notification in the text box. This text will be read aloud to the recipient. Click the Preview button to hear how the message will sound before launching.

  3. (Optional) Click the < > icon to open the SSML editor. This allows you to control how the question is spoken. Options include:

  4. Root / Speak — The required root SSML tag.

  5. Break — Add a pause (1 second, 2 seconds, or 500ms).
  6. Prosody - Rate — Control speaking rate (Slow, Medium, Fast).
  7. Prosody - Volume — Control volume (Soft, Medium, Loud).
  8. Prosody - Pitch — Control pitch.
  9. Say-As — Control how specific words are spoken (Digits, Spell Out, Date).
  10. Language — Specify another language for certain words (Spanish, French, German).
  11. Structure — Add structural tags (Paragraph, Sentence, Speak).

  12. Other — Additional SSML tags (Phoneme, Substitute, Word, Mark).

  13. Click + Add New Message to add additional sequential message segments.

  14. Click Add Wait to insert a wait/delay block between messages. Configure the wait duration by entering a number and selecting a time unit: minutes, hours, or days.
  15. Click Schedule to proceed.

Schedule Campaign

  1. Choose when your Campaign starts.

  2. Start Immediately — The campaign begins 5 minutes after it’s launched. During those 5 minutes, the campaign status in the dashboard view shows as Initialized. After 5 minutes, the campaign will change to Active.

  3. Schedule Campaign — Allows you to define a future start. Both a Campaign Start Date/Time and a Campaign Expiration Date/Time are shown.

  4. Choose a Campaign start and end time. This sets the date and time when the campaign will automatically stop. Click the calendar icon to pick a date and the time field to enter a time.

  5. If you are scheduling a campaign, choose a Campaign Start Date and Time. This sets the date and time the campaign should begin.
  6. Click + Add Quiet Hours to define time windows that no calls will be placed. Multiple time ranges can be added.
  7. Use the Retry Failed Calls dropdown to select how many times to retry calls that fail.
  8. Review the Campaign Duration Guidelines. This reference panel reminds you of campaign durations: Emergency alerts up to 24 hours, service notifications up to 7 days, surveys up to 30 days, and general communications up to 14 days.
  9. Click Contact List to proceed.

Upload Contact List

Your contact list must adhere to the following file guidelines:

  • The file must be a CSV file. Other file types aren’t supported.
  • Your CSV file must include three columns: first_name, last_name, and phone_number. All values in these columns must be provided for every row.
  • Phone numbers must contain at least 11 digits with no spaces, dashes, or parentheses (e.g., +15551234567). A leading + is optional and CxPortal adds it automatically.
  • You may optionally add a language column. Valid values are en-US, es-US, or leave the cell empty. This column is used to specify the preferred language for each contact.

Note: If no language is specified, the default language is used. You can view the default language in the language dropdown when adding messages.

  • Make sure the column headers match these names exactly so the file can be processed correctly.

Example:

  • first_name,last_name,phone_number,language
  • John,Doe,15551234567, en-US
  • Jane,Smith,+15559876543, es-US
  • Bob,Johnson,15551112222,

Note: If a row's phone number is still invalid after this check, the upload is rejected. Use digit only with the optional leading "+" and at least 11 digits total (no spaces, dashes, or other characters).

To upload a contact list:

  1. Drag and drop a CSV file into the content box or click the box to browse files on your computer.
  2. A popup box appears with a success message once the file is processed.
  3. Click Review to proceed.

Review and Launch Campaign

  1. Review your campaign details. This includes messages, schedule, and contacts.
  2. To edit any of the campaign information or details, click the edit button on the right side of each section.
  3. Once you have confirmed all details, click Launch Campaign.