Context the tier-2 agent receives

When a session escalates, the tier-2 agent sees the context in the chat itself, so the driver does not repeat anything.

Context element	Content
Initial message	The first line of the chat: severity, driver, VIN, the reason, the conversation summary, and whether roadside was requested
Contact attributes	severity, escalationType (safety or service), tenantId, vin, vehicleId, driverId, driverName, reason, summary (up to 2,000 characters), triageSessionId and voiceSessionId. Every value is length-capped, because Connect refuses a contact whose attributes exceed 32 KB
P0 callback	p0CallbackPlaced and p0CallbackEscalationId, which match the chat to the call placed before it

The contact flow uses severity and escalationType for routing only; neither grants roadside or callback authority. Agents work the chat in the Amazon Connect Contact Control Panel, which the CMS console embeds next to a panel that shows these attributes.