Posted On: Jan 13, 2022

Journeys in Amazon Pinpoint can now automatically re-evaluate each journey participant before sending them through a Contact Center activity. In Amazon Pinpoint, journeys are multi-step campaigns that can be used across several channels, including SMS, email, push, and voice. Journeys are intended for customers who have user engagement use cases, and who want to send targeted communications that drive high-value user actions.

This feature compares the status of a journey participant against preceding evaluation steps in the journey (such as the journey entry criteria, yes/no splits, and multivariate splits) immediately before their phone number is dialed. This step ensures that the attributes of a journey participant haven’t changed between the time when they arrived in a Contact Center activity, and the time when an agent becomes available to call them. The re-evaluation is performed just before the number is dialed, and ensures that users are not dialed incorrectly if they have already completed a task such as confirming an appointment, completing an order, or making a payment.

The Contact Center activity uses the Amazon Connect high-volume outbound communications feature, which is currently available as a preview release in the following AWS Regions: US East (N. Virginia), US West (Oregon), and Europe (London). For more information, see Enable High-Volume Outbound Communications in the Amazon Connect Administrator Guide, and Journeys in the Amazon Pinpoint User Guide.