Enable agent-initated flows during active chat sessions

Amazon Connect currently lacks out-of-the-box functionality for agents to directly initiate processes such as payments, profile updates, or quote generation during interactions. This limitation can lead to reduced personalization, decreased agent efficiency, increased handle times, and heightened fraud risk. Presently, these processes require customers to leave the chat interface and complete multi-step procedures, which can be frustrating and negatively impact the overall customer experience.

Amazon Connect supports self-service actions during flow execution prior to an agent join, such as during an inbound flow or queue flow. However, these interactions occur while the customer is on the chat alone, outside of agent interactions. The agent-initiated flows feature addresses these limitations by allowing agents to trigger tools with flows during active chat sessions. This capability enables agents to send forms for data collection, process payments securely, update customer profiles, and initiate automated processes like order status checks and returns. This is all done while maintaining direct interaction with customers within the chat experience.