Amazon Connect allows you to continue engaging with your customer after an agent hangs-up

Posted on: Jun 30, 2020

You can set a contact flow after an agent disconnects from a customer call by transferring them to an automated flow. Previously, contact-center administrators did not have a native way to configure the customer experience when an agent hung up; including conducting a post-call survey, placing a customer back into a queue, or scheduling a queued call back. Now, you can define your customer interaction when an agent disconnects by adding the ‘Set disconnect flow’ block to your contact flow.

This feature is available in all AWS regions where Amazon Connect is offered. There is no charge to use ‘disconnect flows’ from within the contact flow editor other than the Amazon Connect service usage and any associated telephony charges. To learn more, see the help documentation, or visit the Amazon Connect website.