American Express Trialing Targeted Offers Within Virtual Chat Feature

Updated: January 20, 2026, 2:28pm CST

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Amex Appears To Be Testing Targeted Offers Within Chat Function
Final Thoughts

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American Express has been investing heavily in delivering highly personalized information to cardmembers, and it looks like its latest approach has arrived — or is at least being tested.

The issuer now appears to be presenting cardmembers with targeted offers directly within its virtual chat feature inside the website.

Here’s everything we know.

Amex Appears To Be Testing Targeted Offers Within Chat Function

As reported by Doctor of Credit, American Express has begun sending targeted offers to cardmembers via its virtual chat feature.

This was first shared on a Reddit thread in which a cardmember was presented with an offer to earn 20,000 Membership Rewards points after adding an Additional Platinum Card to the primary Platinum Card^® from American Express account and then spending $2,000 within 6 months on that Additional Platinum Card account.

Amex Business Gold Amex Business Platinum Amex Platinum Upgraded Points LLC — American Express may present you with targeted offers on your account(s) within its virtual chat feature. Image Credit: Africa Studio via Adobe Stock, modified by Upgraded Points

The entire offer was presented directly in the virtual chat session, and the Reddit user noted that the targeted offer was for a different card account than the one they had originally discussed in the chat. Also interesting is that the offer had an expiration attached to it: It required accepting the offer within 1 hour in this case. Finally, it was noted that this specific offer was also displayed in the Amex Offers and Benefits section of the card account.

This is the latest move by Amex toward creating deeply targeted, personalized offer environments for existing and prospective cardmembers. Recently, the issuer began rolling out welcome bonus offers with “As High As” language in them that are specifically tailored to each unique customer based on numerous factors.

Taken together, these new features point to the issuer striving to create a model in which customers — whether they’re existing or new — are matched precisely to offers Amex thinks are right for them and that they’d be interested in taking advantage of.

Hot Tip:

Learn about American Express’ new card application tool — and how to score the best offer — in our full guide.

Final Thoughts

The next time you utilize the American Express virtual chat feature, whether on your desktop or within the mobile app, look out for targeted offers that may come your way. While you won’t be able (or want) to take advantage of all of them, you could be presented with something too good to refuse!

We expect American Express (and other issuers) to continue this trend of personalization as they learn more about their customers and what makes them tick.