--- title: FAQs slug: T3we-faqs docTags: createdAt: 2022-05-31T06:35:52.000Z --- ### Do I need to have a WhatsApp business account to use Customer Connect? Yes. Brands are required to have a functional WhatsApp business account to use Customer Connect. If you do not have one, our team will help you create one. ### Can I use other engagement channels like Twitter and Instagram with Customer Connect? Yes. We have a headless system where any engagement channel can connect to Customer Connect. All you have to do is call our APIs to establish a session and send messages. For more details, please refer to the API documentation [here](https://service.vizury.com/apidoc). ### How secure is Customer Connect?  We leverage [](https://auth0.com/)authentication of our users to prevent unauthorized access to our application. All messages sent between the customer and agent are encrypted in transit over https. We also use [AWS Connect](https://aws.amazon.com/connect/) as our internal routing mechanism to connect the customer to the agent. AWS Connect being an Amazon service, follows high standards of customer compliance and data security. Upon request, data/chat transcripts can be encrypted at rest. ### Where are my chat transcripts stored? Can I access them? Chat transcripts are stored in [Amazon S3](https://aws.amazon.com/s3/), a simple and highly secure storage service provided by Amazon. These transcripts can be accessed through APIs or downloaded upon request. ### I have my own chat widget in the application. Can I still connect to Customer Connect? Yes. Customer Connect has a [set of APIs](https://service.vizury.com/apidoc) that must be called in order to use the service. If you have a chat widget in place, you need to modify your code to call our APIs. ### I would like to filter out my customers and route them to specific agents. Can I do that on Customer Connect? Yes. Customer Connect provides customizable contact flows that can be configured based on the brand’s use case. For example, to filter out priority 1 customers to the store manager instead of an agent, we can customize the flow accordingly.  ### Can an agent transfer a customer to another agent? Yes. The agent can transfer a customer to another agent from the agent panel. ### Do you use Kaleyra to send messages over WhatsApp? Yes. We use [Kaleyra](https://www.kaleyra.com/) to send messages over WhatsApp to/from the customer. We leverage [AWS Connect](https://aws.amazon.com/connect/) to send messages from/to WhatsApp to/from the agent panel on Customer Connect. ### What is the cost of using Kaleyra and AWS Connect? As per [Kaleyra’s latest pricing](https://scontent.fblr24-1.fna.fbcdn.net/v/t39.8562-6/271752492_358364582289212_6498511227670509489_n.pdf?_nc_cat=110\&ccb=1-7&_nc_sid=ae5e01&_nc_ohc=62gwd38uGdsAX9jg-o0&_nc_ht=scontent.fblr24-1.fna\&oh=00_AT8TYXS40hFsX6fb1J_eP1SfzC40hAACUppe4zIp-LRbGw\&oe=629A8B7E) (for India), the **cost per session** in a 24-hour window for: - Business-initiated conversation: 0.4843 INR - User-initiated conversation: 0.2906 INR As per [AWS Connect’s latest pricing](https://aws.amazon.com/connect/pricing/) (global), the **cost per message** is 0.31 INR ($0.004 USD). The total cost per session = cost per session (Kaleyra) + (number of messages \* cost per message (AWS Connect)).  *Example*: If a user initiates a conversation with a brand in India, and 15 messages are sent between the user and the agent, the total cost per session would be: 0.2906 + (15 \* 0.31) = 4.9406 INR