Amazon Connect “Error while loading chat transcript amazon connect” when initiating chat monitoring

I received the following error when trying to start monitoring a live chat in Amazon Connect.

Error while loading chat transcript amazon connect
Please try again. If the error persists contact your administrator.
Error while loading chat transcript amazon connect

This seems to be a glitch in Amazon connect. The steps I found to replicate this issue are:

  • Open the CCP
  • Take a chat
  • That chat is ended either by you or the customer
  • Set my CCP to offline
  • The disconnect flow is used to reconnect the customer to another agent
  • I try to monitor that specific chat

It seems you are not able to monitor a chat which you disconnected from and which is then connected to another agent. I would imagine this same issue applies to transfers but I did not test this.

How to use live chat monitoring in Amazon Connect

If you were not aware of live chat monitoring in Amazon Connect, it is a very useful feature which allows users with the correct permissions to monitor other agents on-going chats.

AWS Docs on the subject: https://docs.aws.amazon.com/connect/latest/adminguide/monitor-conversations.html

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