Set the default whisper flow in Amazon Connect for a chat conversation

For chat conversations, you need to include a Set whisper flow block for default agent or customer whispers to play.

For example, to set the default whisper flow for chats that use the Sample inbound flow:

1. Go to Routing, Flows, and choose the Sample inbound flow.

2. Add a Set whisper flow block after the chat channel has branched, as shown in the following image:

   

3. In the Set whisper flow block, open the properties page, and choose the flow you want to play as the default for chat conversations. For example, you might choose Default whisper flow to show agents the name of the originating queue in the chat window. This is helpful when agents are managing more than one queue.

   

4. Choose Save.