Amazon Connect now provides granular disconnect reasons for chats

The Amazon Connect contact record now includes granular disconnect reasons for chats, enabling you to improve and personalize customer experiences based on how a chat is ended. For example, if the agent disconnects due to a network issue, you can route the chat to the next best agent, or if the customer disconnects due to idleness, you can proactively send an SMS to re-engage them.

Disconnect reasons are available for chats in all AWS regions where Amazon Connect is offered. To learn more refer to the help documentation.