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Outbound whisper flows in Amazon Connect are a useful way to manage what customers hear just before being connected with an agent during outbound calls. When an agent makes a call to an outside number using the Contact Control Panel (CCP), the outbound whisper flow plays a message to the customer as soon as they answer. The customer hears this message, but the agent does not — whispers are one-way messages meant only for the customer. Only after the whisper concludes are the agent and customer connected for the call.
Using outbound whisper flows allows you to do several things. You can:
– Play audio messages to customers, such as “This call is being recorded” or a brief company introduction.
– Adjust voice settings for the audio prompts to ensure clear communication.
– Set how calls are recorded and what analytics are captured.
– Personalize the messages and language based on different types of outbound calls.
– Use Lambda functions to dynamically choose outgoing numbers that show local area codes to the customer, making the call appear more familiar.
Creating a custom outbound whisper flow is straightforward. You simply go to the Contact Flows page within your Amazon Connect instance, select “Create outbound whisper flow” from the options, and then design your flow using the available blocks. Once finished, save your new flow and set it to override the default whisper flow for outbound calls made from your contact center.
It’s good to remember that outbound whisper flows are only heard by the customer; they don’t deliver information to the agent. If you need to give agents information before they connect with the customer, the right choice is to use agent whisper flows.
By setting up outbound whisper flows, you can improve the caller experience and ensure they receive the right messages before connecting with your team.
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