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Outbound whisper flows in Amazon Connect are specifically designed to manage what customers experience immediately before being joined to an agent on an outbound call.
When an agent initiates a voice call to an external number using their Contact Control Panel (CCP), the outbound whisper flow plays to the customer as soon as they answer the call. The customer hears this whisper, but the agent does not - whispers are one-directional communications. Only after the outbound whisper flow successfully completes are the agent and customer connected for interaction.
With outbound whisper flows, you can:
- Play audio prompts to customers (such as "This call is being recorded" or company introductions)
- Set voice properties for the audio that plays
- Configure recording and analytics behavior
- Customize the language and messaging for different types of outbound calls
- Dynamically set outbound numbers (using Lambda functions) to display local area codes to customers
To create a custom outbound whisper flow, you can navigate to the Contact flows page in your Amazon Connect instance, choose "Create outbound whisper flow" from the dropdown menu, design your flow using the available blocks, and then save it. You can then set this custom flow to override the default outbound whisper flow for calls initiated from your contact center.
It's important to note that outbound whisper flows play only to the customer, not to the agent. If you need to provide information to agents before they connect with customers, you would use agent whisper flows instead.
Sources
Configure custom outbound whisper flows in Amazon Connect | AWS re:Post
Flow block in Amazon Connect: Set whisper flow - Amazon Connect
Contact initiation methods and flow types in your Amazon Connect contact center - Amazon Connect
Dynamically setting outbound numbers for contact centers with Amazon Connect | AWS Contact Center
Hello,
That’s a great question that often causes confusion, as there are two main types of whisper flows with distinct purposes in Amazon Connect: the Outbound Whisper Flow and the Agent Whisper Flow.
Outbound Whisper Flow The Outbound Whisper Flow is used to play a message to the customer immediately after they answer an outbound call (one started by an agent or an outbound campaign).
Who hears it? Only the customer. The agent is not yet connected.
Purpose: To confirm the customer has answered, play legal announcements ("This call is being recorded"), or provide a company greeting before connecting the agent.
Agent Whisper Flow The use cases you describe (ring tone, context, and recommendations) are actually achieved using the Agent Whisper Flow, which is specifically designed to provide important information to the agent before they connect with the customer.
Who hears it? Only the agent. The customer does not hear this.
Purpose: To give the agent immediate context so they are prepared for the interaction.
I really like how you're using this feature to enhance the agent experience. Some of the best uses for Agent Whisper Flows include:
Alerts and Ring Tones (for auto-accept): In environments where calls are auto-accepted, the agent doesn't hear a traditional ring. You can add a beep or a downloaded "ring tone" audio file to the Agent Whisper Flow. This immediately alerts the agent when a call has connected to their Contact Control Panel (CCP).
Immediate Call Context: You give the agent the details of the interaction seconds before the customer hears their voice. For example:
"Incoming call from [Customer Name]."
"The reason for the call is [Reason/Flow Path]."
Recommendations and Warnings: You can use information from backend systems (via Lambda) to give the agent a heads-up.
If the customer has made several complaints: "Warning: The customer has called several times this week; please offer an immediate solution."
If the customer is a VIP: "Preferred customer on the line, please thank them for their loyalty."
In summary, use the Outbound Whisper Flow for the customer and the Agent Whisper Flow to give context and tools to your agent.
answered a year ago
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