Amazon Connect chat now provides automation and personalization capabilities with whisper flows

Posted on: Oct 8, 2020

Whisper flows, which allow information to be passed to an agent or customer while being connected on a call, are now available in Amazon Connect chat. For example, you can display text showing the customer’s name and membership status to an agent, inform a customer that the chat is being recorded for quality assurance purposes, or provision access to a customer relationship management system for the agent accepting the contact. Whisper flows allow you to create personalized, one-sided interactions, which only an agent or end-customer will see, by adding the ‘set whisper flow’ block to your Amazon Connect contact flow. 

This feature is available in all AWS regions where Amazon Connect is offered. To learn more, see the help documentation, or visit the Amazon Connect website.