Amazon Connect Persistent Chat Now Works Across Linked AWS Regions
Hi, it's Shii-chan!
AWS What's New
aws.amazon.com
Here's some contact center news: you can now pick a chat back up in a different Region!
What was announced?
In AWS What's New, Amazon Connect Customer Global Resiliency now provides a way to deliver long, persistent chat experiences across linked AWS Regions.
The story so far
The announcement doesn't describe the previous behavior in detail, but the goal of this capability is that end users no longer have to repeat information.
What changes
End users can resume previous conversations with full context. Metadata and transcripts are carried over too.
- End users: no need to repeat the same information
- Agents: access to the entire conversation history, including chat attachments, for more personalized service
For example, a user can start a chat in US-East (N. Virginia) and later come back in the linked US-West (Oregon) Region, continuing the same conversation with full history and attachments.
Dive Deep
- How to adopt: onboard to Global routing
- Availability: all AWS Regions where Amazon Connect Customer Global Resiliency is supported
- More details: see the Amazon Connect Customer Admin Guide
That's all the announcement says, so check the official documentation for pricing and finer limits.
Wrap-up
- Persistent chats can resume across linked Regions.
- Context, metadata, transcripts, and attachments carry over.
- You need to onboard to Global routing.
- It works in Regions where Global Resiliency is supported.
This one is for teams running multi-Region contact centers!