Amazon Connect now supports using your customer’s initial chat message to personalize the customer experience
News
The article discusses a new feature in Amazon Connect Chat that enables using the customer's initial chat message to personalize their experience and improve self-service containment rates.
Specifically, the article covers:
- Ability to use the initial chat message in Amazon Connect flows
- Examples like displaying guides, triggering Amazon Lex interactions, or routing to the best agent
- Integrating with Amazon Lex by checking 'Initialize bot with message' option
- Accessing initial message using InitialMessage flow attribute
- Availability in all AWS regions where Amazon Connect is available
- Links to documentation, pricing, and the Amazon Connect website
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