Amazon Connect launches the ability to configure when whisper flows are used
News
This article discusses a new feature in Amazon Connect that allows configuring when whisper flows are used during customer-agent conversations. Whisper flows are what the customer or agent experiences during the initial connection in a voice or chat conversation.
Specifically, the article covers:
- Amazon Connect now supports turning off whisper flows to optimize flow performance and reduce contact duration.
- This can be useful in scenarios like outbound calls or callbacks where the agent and customer are expecting the contact.
- The feature is available in all AWS regions where Amazon Connect is offered.
- Additional resources are provided for learning more about Amazon Connect and its contact flows.
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