Posted On: Feb 28, 2020

You can pass variables to the ‘Set hold flow’ block, ‘Set whisper flow’ block, and ‘Set customer queue flow’ block to programmatically adapt and personalize your customer experience. Historically, businesses built branching logic into their flows to set a customer specific hold, whisper, or queue flow. Now, contact-center administrators can design flows that configure the customer experience in real-time based on the attributes returned from an AWS Lambda function or the input entered by your end-customer, reducing the number of blocks by 40%+. For example, after checking the customer’s language preference, a business could transfer a customer to a queue that relays a personalized message in their preferred language when on hold. 

This feature is available in all AWS regions where Amazon Connect is offered. There is no charge to use attributes with the ‘Set hold flow’, ‘Set whisper flow’, and ‘Set customer queue flow’ blocks. To learn more about Amazon Connect, the AWS service for self-service contact centers in the cloud, please visit the Amazon Connect website.