Amazon Connect Chat now supports agent-initiated workflows

Amazon Connect now supports agent-initiated workflows, enabling agents to send interactive forms to collect sensitive data or share general policies and disclosures within customer chat conversations, increasing efficiency and improving customer experience. For example, when a customer needs to update their address, agents can now send a form that customers complete without leaving the chat interface.

Agents can trigger these workflows at any point during a chat conversation, making interactions more dynamic and responsive to customer needs. By handling everything within the ongoing chat conversation, businesses can maintain security and compliance standards while helping customers get faster solutions.

These new agent capabilities are now available in the following regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), Europe (London), and Africa (Cape Town). To learn more, visit the Amazon Connect documentation.