Posted November 22, 2024Nov 22 The Amazon Connect contact record now includes granular disconnect reasons for chats, enabling you to improve and personalize customer experiences based on how a chat is ended. For example, if the agent disconnects due to a network issue, you can route the chat to the next best agent, or if the customer disconnects due to idleness, you can proactively send an SMS to re-engage them. Disconnect reasons are available for chats in all AWS regions where Amazon Connect is offered. To learn more refer to the help documentation.View the full article
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