AWS – Amazon Connect allows you to continue engaging with your customer after an agent hangs-up

You can set a contact flow after an agent disconnects from a customer call by transferring them to an automated flow. Previously, contact-center administrators did not have a native way to configure the customer experience when an agent hung up; including conducting a post-call survey, placing a customer back into a queue, or scheduling a queued call back. Now, you can define your customer interaction when an agent disconnects by adding the ‘Set disconnect flow’ block to your contact flow.

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