Cloud Contact Centre for ThinkFinance MFB

An omnichannel Amazon Connect contact centre with voice and web chat, Lagos business-hours routing and a domain-whitelisted chat widget.

When: June 2026
Context: Client project delivered through Cloud Chariots
Role: Solo build

Amazon Connect
Amazon Polly
Web Chat
JavaScript
IAM

The problem

A microfinance bank needed voice and web chat support that follows Lagos business hours, answers properly out of hours, and only runs on its own website.

Architecture diagram: callers and web chat customers, from allowlisted bank domains only, enter one Amazon Connect contact flow that checks Africa/Lagos business hours. In hours they join an agent queue and reach an agent in the Contact Control Panel. Out of hours, Amazon Polly reads a closed message and the contact ends. — The architecture, drawn with the official AWS icons. Open it full size.

Routing

Inbound contact flows branch on Africa/Lagos business hours, so after-hours callers get a clear message rather than an unanswered queue.
Amazon Polly speaks the greetings and the out-of-hours message, so the bank can change wording without re-recording audio.
Agent queues and routing profiles in the Contact Control Panel put each customer with an agent who can actually help.

Web chat widget

A styled chat widget embedded in the bank site, integrated through client-side JavaScript.
Domain whitelisting restricts which origins can open a chat session, so the widget cannot be lifted and run from somewhere else.

Decisions

Managed contact centre over self-hosted telephony: Amazon Connect removes the telephony estate entirely and bills per minute, which suits a bank growing its support desk.

The result

Voice and web chat run as one queue with a single set of routing rules.
Out-of-hours contacts get a correct answer instead of ringing out.

Client work, so the configuration and recordings stay private. This write-up describes the delivered design.

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