Amazon Connect adds enhanced contact information to DescribeContact API

Amazon Connect now provides richer contact information through the DescribeContact API, enabling your contact center to take smarter, faster action during and after customer interactions. This update surfaces key insights such as disconnect reasons, recording status, after-contact work time, and custom contact attributes, all in a single API response, helping to reduce complexity and improve performance. For example, a customer chat session might disconnect due to a network issue on the agent’s end. With the new DisconnectReason field in the DescribeContact API, you can now programmatically detect this and re-queue the chat for follow-up, ensuring the customer gets help without having to restart the conversation.

To learn more, refer to our public documentation. This new feature is available in all AWS regions where Amazon Connect is available. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.