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AWS details Pinpoint to Connect Customer migration strategy

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announcement

This post details a migration strategy for moving customer engagement workloads from Amazon Pinpoint to Amazon Connect Customer, driven by Pinpoint's upcoming end-of-support in October 2026. It explains how to select the appropriate destination service based on workload type and addresses the capability gaps between the services. The strategy emphasizes a customer-experience-first approach, leveraging a custom CLI tool for transparency and control during the migration process.

  • →Pinpoint end of support necessitates migration strategy
  • →Strategic planning is crucial for preserving customer experience
  • →Amazon Connect Customer as the primary destination for engagement workloads
  • →Capability gap analysis is essential before migration
  • →Custom CLI tool offers control and transparency
Notes (6) ›
  • Pinpoint end of support necessitates migration strategy

    Amazon Pinpoint will reach end of support on October 30, 2026, prompting teams to migrate their customer engagement workloads. This post outlines a strategic approach to ensure customer experience is maintained during the transition.

  • Strategic planning is crucial for preserving customer experience

    Rushing a migration without a clear strategy can lead to regressions in customer experience, such as delayed messages or lost personalization. Treating migration as a strategic decision before execution is key to protecting customer-facing functionalities.

  • Amazon Connect Customer as the primary destination for engagement workloads

    For most Pinpoint workloads involving multi-channel outreach, campaign orchestration, and real-time triggers, Amazon Connect Customer is identified as the suitable destination. High-volume transactional messaging is recommended for AWS End User Messaging.

  • Capability gap analysis is essential before migration

    Understanding the differences in data models, configuration paradigms, and specific features between Pinpoint and Connect Customer is critical. A thorough analysis of existing Pinpoint components is needed to map them to the target environment and identify transformation requirements.

  • Custom CLI tool offers control and transparency

    A custom command-line interface (CLI) was developed to provide teams with explicit, auditable, and repeatable control over the migration process, keeping sensitive data within their security boundaries.

  • Balancing automation with human judgment

    The migration strategy advocates automating deterministic tasks like data transformation and resource provisioning, while ensuring human oversight for decisions involving channel configuration and complex campaign logic that impact customer experience.

Read the original announcement →

https://aws.amazon.com/blogs/contact-center/from-amazon-pinpoint-to-amazon-connect-with-customer-experience-intact/

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