Posted On: Sep 20, 2021
Amazon Connect Chat now supports passing a customer display name and contact attributes through the chat user interface so you can personalize the chat customer experience. Contact attributes include relevant metadata associated with the contact such as customer ID, loyalty status, or even context about the webpage the customer was on when they started the chat. Contact attributes are available in Amazon Connect flows, making it easy to create unique and compelling customer experiences, such as prioritizing a platinum level customer or performing an agent screen pop with the relevant customer information displayed. In addition, you can also share the customer name using the chat user interface, ensuring that the name is visible to both the agent and customer throughout the interaction, enabling your agents to personalize the conversation.