AWS – Amazon Connect chat now provides automation and personalization capabilities with whisper flows

Whisper flows, which allow information to be passed to an agent or customer while being connected on a call, are now available in Amazon Connect chat. For example, you can display text showing the customer’s name and membership status to an agent, inform a customer that the chat is being recorded for quality assurance purposes, or provision access to a customer relationship management system for the agent accepting the contact. Whisper flows allow you to create personalized, one-sided interactions, which only an agent or end-customer will see, by adding the ‘set whisper flow’ block to your Amazon Connect contact flow. 

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