Contact block: Set disconnect flow

Description

• Specifies which contact flow to run after a disconnect event during a conversation. A disconnect event is when an agent disconnects. When the disconnect event occurs, the corresponding content flow runs.

• Here are examples of when you might use this block:

  • Run post-call surveys. For example, the agent asks the customer to remain on the line for a post-call survey. The agent hangs up and a disconnect flow is run. In the disconnect flow, the customer is asked a set of questions using the Get customer input block. Their answers are uploaded using an Invoke AWS Lambda function block to an external customer feedback database. The customer is thanked and disconnected.

    For more information about creating post-call surveys, see this blog post by an AWS Solution Architect: Create post call surveys in Amazon Connect.

  • In a chat scenario, if a customer stops responding to the chat, use this block to decide whether to run the disconnect flow and call a Wait block, or end the conversation.

Contact flow types

You can use this block in the following contact flow types:

• All flows

Properties

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block:

• Sample inbound flow (first contact experience)

Scenarios

See these topics for scenarios that use this block:

• Example chat scenario

• Create post call surveys in Amazon Connect