The Amazon Connect contact record now includes granular disconnect reasons for chats, enabling you to improve and personalize customer experiences based on how a chat is ended. For example, if the agent disconnects due to a network issue, you can route the chat to the next best agent, or if the customer disconnects due to idleness, you can proactively send an SMS to re-engage them.
Disconnect reasons are available for chats in all AWS regions where Amazon Connect is offered. To learn more refer to the help documentation.
Source:: Amazon AWS