Posted On: Nov 6, 2023

Amazon Connect now offers a new flow block to enable persistent chats, making it easier to deliver long lasting chat experiences for your customers. Persistent chats enable customers to resume previous conversations with the context, metadata, and transcripts carried over, eliminating the need for customers to repeat themselves and allowing agents to provide personalized service with access to the entire conversation history.

To enable persistent chat experiences after a chat has started, add the new “Create persistent contact association” block to a contact flow and programmatically specify a source contact ID using a user defined attribute. You can also utilize the new CreatePersistentContactAssociation API and provide a source contact ID to make the current chat persistent. 

The Amazon Connect persistent chat feature is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt) and Europe (London) Regions.

To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.