Amazon Connect Service Update: Amazon Connect Chat introduces Persistent Chat, allowing customers to resume previous conversations with context and transcripts carried over from previous chats, eliminating the need to repeat themselves and allowing agents to provide personalized service with access to entire conversation history.

Author: AWS

.changes/next-release/feature-AmazonConnectService-7d7df6b.json

@@ -0,0 +1,6 @@
+{
+    "type": "feature",
+    "category": "Amazon Connect Service",
+    "contributor": "",
+    "description": "Amazon Connect Chat introduces Persistent Chat, allowing customers to resume previous conversations with context and transcripts carried over from previous chats, eliminating the need to repeat themselves and allowing agents to provide personalized service with access to entire conversation history."
+}

services/connect/src/main/resources/codegen-resources/service-2.json

@@ -3745,6 +3745,10 @@
         "ScheduledTimestamp":{
           "shape":"timestamp",
           "documentation":"<p>The timestamp, in Unix epoch time format, at which to start running the inbound flow. </p>"
+        },
+        "RelatedContactId":{
+          "shape":"ContactId",
+          "documentation":"<p>The contactId that is <a href=\"https://docs.aws.amazon.com/connect/latest/adminguide/chat-persistence.html#relatedcontactid\">related</a> to this contact.</p>"
         }
       },
       "documentation":"<p>Contains information about a contact.</p>"
@@ -9348,6 +9352,20 @@
       "member":{"shape":"SecurityProfilePermission"},
       "max":500
     },
+    "PersistentChat":{
+      "type":"structure",
+      "members":{
+        "RehydrationType":{
+          "shape":"RehydrationType",
+          "documentation":"<p>The contactId that is used for rehydration depends on the rehydration type. RehydrationType is required for persistent chat. </p> <ul> <li> <p> <code>ENTIRE_PAST_SESSION</code>: Rehydrates a chat from the most recently terminated past chat contact of the specified past ended chat session. To use this type, provide the <code>initialContactId</code> of the past ended chat session in the <code>sourceContactId</code> field. In this type, Amazon Connect determines the most recent chat contact on the specified chat session that has ended, and uses it to start a persistent chat. </p> </li> <li> <p> <code>FROM_SEGMENT</code>: Rehydrates a chat from the past chat contact that is specified in the <code>sourceContactId</code> field. </p> </li> </ul> <p>The actual contactId used for rehydration is provided in the response of this API. </p>"
+        },
+        "SourceContactId":{
+          "shape":"ContactId",
+          "documentation":"<p>The contactId from which a persistent chat session must be started.</p>"
+        }
+      },
+      "documentation":"<p>Enable persistent chats. For more information about enabling persistent chat, and for example use cases and how to configure for them, see <a href=\"https://docs.aws.amazon.com/connect/latest/adminguide/chat-persistence.html\">Enable persistent chat</a>.</p>"
+    },
     "PhoneNumber":{
       "type":"string",
       "pattern":"\\\\+[1-9]\\\\d{1,14}$"
@@ -10239,6 +10257,13 @@
       "max":4096,
       "min":0
     },
+    "RehydrationType":{
+      "type":"string",
+      "enum":[
+        "ENTIRE_PAST_SESSION",
+        "FROM_SEGMENT"
+      ]
+    },
     "ReleasePhoneNumberRequest":{
       "type":"structure",
       "required":["PhoneNumberId"],
@@ -11372,6 +11397,10 @@
         "SupportedMessagingContentTypes":{
           "shape":"SupportedMessagingContentTypes",
           "documentation":"<p>The supported chat message content types. Content types must always contain <code>text/plain</code>. You can then put any other supported type in the list. For example, all the following lists are valid because they contain <code>text/plain</code>: <code>[text/plain, text/markdown, application/json]</code>, <code>[text/markdown, text/plain]</code>, <code>[text/plain, application/json]</code>.</p>"
+        },
+        "PersistentChat":{
+          "shape":"PersistentChat",
+          "documentation":"<p>Enable persistent chats. For more information about enabling persistent chat, and for example use cases and how to configure for them, see <a href=\"https://docs.aws.amazon.com/connect/latest/adminguide/chat-persistence.html\">Enable persistent chat</a>.</p>"
         }
       }
     },
@@ -11389,6 +11418,10 @@
         "ParticipantToken":{
           "shape":"ParticipantToken",
           "documentation":"<p>The token used by the chat participant to call <a href=\"https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html\">CreateParticipantConnection</a>. The participant token is valid for the lifetime of a chat participant.</p>"
+        },
+        "ContinuedFromContactId":{
+          "shape":"ContactId",
+          "documentation":"<p>The contactId from which a persistent chat session is started. This field is populated only for persistent chats.</p>"
         }
       }
     },