AWS – Amazon Connect now supports using your customer’s initial chat message to personalize the customer experience

Amazon Connect Chat now supports using your customer’s initial message in flows, enabling you to improve self-service containment rates and personalize the customer experience. You can use the initial chat message to display the right step-by-step guide, trigger interactive messages from Amazon Lex (e.g., list pickers, carousels), or route the chat to the best agent. For example, if the initial message is about an order issue, you can immediately show the customer a list pickers of recent orders. Alternatively, if the message is about rescheduling a delivery, you can present date and time pickers to help them make the change.

To use the customer’s initial message with Amazon Lex, simply check the ‘Initialize bot with message’ option in the ‘Get customer input’ block within Amazon Connect’s flow designer. Additionally, you can access the customer’s initial message using the InitialMessage flow attribute for branching flows or integrations using AWS Lambda.

This new feature is available in all AWS regions where Amazon Connect is available. To learn more and get started, please refer to the help documentation, pricing page, or visit the Amazon Connect website.

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