Amazon Connect now allows contact center managers to join ongoing chats

Amazon Connect now supports barge-in for chat, a capability that enables contact center managers to join and participate in ongoing customer service chats to help ensure that even the most complex customer issues are resolved quickly and accurately.

Managers can monitor and then choose to join a live chat between an agent and a customer. Once a manager has joined a chat, they can send and receive messages, remove the agent from the chat, leave the chat themselves, or end the chat for all participants. When used with Contact Lens for Amazon Connect, managers can define specific rules, such as low sentiment score, in order to receive a real-time alert to join a chat.

Amazon Connect barge for chat is available in all AWS regions where Amazon Connect Chat is available.

To learn more and get started, please refer to the Administrator Guide or visit the Amazon Connect website.