Automating Agent Introductions with Amazon Connect

Consistency is critical in delivering exceptional customer service. One commonly requested feature from contact center managers is the ability for Amazon Connect to automatically announce the agent’s name to the caller when a call is connected. This removes the need for agents to manually introduce themselves—an action that can vary widely in tone, timing, or be skipped entirely.

At Guided Reach Solutions, we aim to empower contact centers by helping them take full advantage of Amazon Connect’s native capabilities. This guide offers a free, step-by-step approach to implementing automated agent introductions—driving consistency, reducing Average Handle Time (AHT), and enhancing the overall caller experience.

Why Automate Agent Introductions?

By configuring Amazon Connect to announce the agent’s name as soon as a call is answered, contact centers can:

• Deliver consistent greetings on every call
• Lower AHT by removing repetitive agent scripts
• Boost caller trust with a professional introduction
• Ensure a smooth handoff experience

How It Works

This solution uses a customer whisper flow that dynamically pulls the logged-in agent’s first and last name and reads it aloud to the caller using Amazon Polly. It uses only Amazon Connect native capabilities—no Lambda function or external services required.

Step-by-Step Configuration

🔧 Step 1: Create the Customer Whisper Flow

Create a new contact flow
Navigate to Contact Flows in your Amazon Connect console and ‘Create a new customer whisper flow titled something like AgentNameWhispher_IntroduceAgent.

Drag in a ‘Set contact attributes’ block

Double-click the block to configure two attributes:

• First Attribute:
• Namespace: User Defined
• Key: AgentFirst
• Value: Set dynamically
• Namespace: Agent
• Key: First name

• Second Attribute:
• Namespace: User Defined
• Key: AgentLast
• Value: Set dynamically
• Namespace: Agent
• Key: Last name

Drag in a ‘Play prompt’ block

Use the Text-to-Speech feature with the following prompt: Please wait while we connect you to $.Attributes.AgentFirst $.Attributes.AgentLast

Add a ‘End flow / Resume’ block
Ensure all outputs from the play prompt lead into the End Flow / Resume block.

Save and publish the flow.

🔄 Step 2: Attach the Whisper Flow to Your Main Contact Flow

Create or edit your main contact flow

Drag in a ‘Set whisper flow’ block

Double-click to configure:

• Whisper Flow Direction: To customer
• Selection Method: Set manually
• Whisper Flow: Choose the one created in Step 1

Finish building your flow, ensuring routing, queueing, and other logic are in place as usual.

Save and publish the contact flow.

Result

When a call is answered and routed to an agent, the customer will hear:

“Please wait while we connect you to John Smith.”

All done automatically, without any extra work for the agent.

Try It Out

If you're looking to add a layer of polish and professionalism to your Amazon Connect experience, this configuration is a quick win. It’s fully native, requires no coding, and takes less than 30 minutes to implement.

Try it out and see how it works for your environment. If you need any assistance with this feature—or anything else related to your Amazon Connect contact center—Guided Reach Solutions is here to help.