Amazon Connect now provides “idle” chat participant events with auto close capability
Amazon Connect Chat now provides the ability to programmatically monitor the activity status of customers and agents participating in a chat conversation. A participant can be marked as “idle” based on a configurable inactivity timer which can trigger events such as an “Are you still there?” message to the customer. Additional timers can be configured to automatically close chats based on participant idle time, enabling agents to focus on customers who are actively engaged in a conversation.
Amazon Connect Chat now provides the ability to programmatically monitor the activity status of customers and agents participating in a chat conversation. A participant can be marked as “idle” based on a configurable inactivity timer which can trigger events such as an “Are you still there?” message to the customer. Additional timers can be configured to automatically close chats based on participant idle time, enabling agents to focus on customers who are actively engaged in a conversation.
This feature is available in all AWS regions where Amazon Connect Chat is available. To learn more and get started, visit the help documentation or visit the Amazon Connect website.