Amazon Connect now supports multi-party chat

Amazon Connect now supports multi-party chat, allowing up to 4 additional agents to join an ongoing chat conversation, making it easier to collaborate and resolve customer issues quickly. For example, agents can add a supervisor or subject matter experts to join the chat, ensuring customers receive accurate and timely support.

Multi-party chat can be enabled within the AWS Console. Once enabled, agents can simply use a Quick Connect to invite additional agents to an ongoing chat. This feature is available in all commercial AWS regions where Amazon Connect is available. To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.