Amazon Connect now provides “idle” chat participant events with auto close capability

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Amazon Connect now provides “idle” chat participant events with auto close capability

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Amazon Connect Chat now provides the ability to programmatically monitor the activity status of customers and agents participating in a chat conversation. A participant can be marked as “idle” based on a configurable inactivity timer which can trigger events such as an “Are you still there?” message to the customer. Additional timers can be configured to automatically close chats based on participant idle time, enabling agents to focus on customers who are actively engaged in a conversation.


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