Customers that use Amazon Simple Notification Service (Amazon SNS) in the Asia Pacific (New Zealand) and Asia Pacific (Taipei) Regions can now send text messages (SMS) to subscribers in more than 200 countries and territories.

🚀 Launch Announcement:  Connect  : Amazon Connect Cases now supports AWS Service Quotas

Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service constraints. You can request quota increases directly from the Service Quotas console, and eligible requests are automatically approved without manual intervention.

🚀 Launch Announcement:  Connect   GovCloud  : Amazon Connect now includes agent time-off requests in draft schedules

Amazon Connect now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example, when generating schedules for next month, you can see that an agent who typically works Monday to Friday wasn't scheduled for the first week because they're on leave without needing to check the published schedules or troubleshooting configuration as to why agent was not scheduled. This launch helps schedulers quickly identify coverage gaps and adjust schedules before publishing them to agents.

🚀 Launch Announcement:  Connect  : Amazon Connect now supports multi-line text fields on case templates

Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand vertically to accommodate multiple paragraphs, making it easier to document root cause analysis, transaction details, investigation findings, or customer-facing updates.

🚀 Launch Announcement:  Connect  : Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks

Amazon Connect now provides AI-powered Task overviews with suggested next actions so agents can understand work items faster and resolve them more quickly. For example, when an agent receives a Task to process a refund request submitted through an online form, Amazon Connect summarizes earlier activities such as verifying order details, checking return eligibility, and confirming the payment method, and then presents recommended next steps to complete the refund.

To enable this feature, add the Connect assistant flow block to your flows before a Task contact is assigned to your agent. You can guide the recommendations of your generative AI-powered Tasks assistant by adding knowledge bases.

🚀 Launch Announcement:  Connect   GovCloud  : Amazon Connect launches in-app notifications to surface critical operational alerts to business users

Amazon Connect now supports in-app notifications in the workspace header, visible from any page, so your team can stay informed without interrupting their workflow— whether configuring, analyzing data, or servicing customers. A notification icon appears in the header of every workspace page, with a badge indicating unread messages. Click the icon to view messages, access relevant resources through embedded links, and manage read/unread status—all without navigating away from your current task. For example, if all supervisors need to complete a certain training by end of week, a notification can be published to non-compliant users to remind them.

The new notification APIs enable you to programmatically send targeted messages to specific audiences within your organization, ensuring teams stay aware of urgent updates, policy changes, and action items requiring immediate attention. Amazon Connect will also leverage this capability to deliver system updates and important announcements.

🚀 Launch Announcement:  Connect   GovCloud  : Amazon Connect launches granular access controls for analytics dashboards

Amazon Connect dashboards now provides granular access controls for analytics dashboards. This enables you to apply resource tags that control who is able to see metrics for specific resources such as agents, queues, and routing profiles. You can now\xa0filter\xa0metrics using tags to view aggregate metrics for agents or queues that share the same tags. For example, you can tag agents with Department:Customer Service to restrict dashboard metrics visibility to Customer Service team managers.

🚀 Launch Announcement:  Connect   GovCloud  : Amazon Connect launches after contact work timeout configuration for tasks, chats, and emails

Amazon Connect now supports the ability to configure agents with after contact work timeout settings for chat, tasks, emails, and callbacks. After contact work timeouts improve agent efficiency by time-boxing the amount of time each agent can spend doing after contact work for a contact, before being automatically set back to a ready state so they can be offered another contact. You can now enable these settings at the channel level for each agent to further optimize how agents spend their time. For example, you could choose to enable a shorter ACW timeout for emails while maintaining a longer ACW timeout for voice contacts to give agents a cool-down period between phone calls to prepare for the next customer interaction.

🚀 Launch Announcement:  Connect   GovCloud  : Amazon Connect launches auto-accept for tasks, chats, and emails

Amazon Connect now supports the ability to configure agents with auto-accept settings for chat, tasks, emails, and callbacks. When auto-accept is enabled, incoming contacts are automatically connected to available agents instead of waiting on the agent to manually accept or reject each contact, ensuring that customers receive timely assistance. Previously, these settings were available only for inbound voice contacts. You can now enable these settings at the channel level for each agent to further optimize how agents spend their time. For example, you could choose to enable auto-accept for tasks while keeping auto-accept disabled for voice calls to ensure that the agent is connected to a voice call only once they indicate they are ready.

🚀 Launch Announcement:  Connect  : Amazon Connect introduces audio enhancements for noisy environments

Today, AWS announces the release of Audio Enhancement for Amazon Connect, helping improve audio quality and reliability for voice calls in noisy contact center environments. With this launch, you can enable Audio Enhancement for your agents so that end customers can hear them more clearly, even in the presence of background noise within the contact center environment.

The Audio Enhancement capability suppresses agent-side background noises and isolates agent voices, removing the effect of background noise and chatter in busy contact center environments. Audio Enhancement offers two specialized modes to match different agent setups. The "Voice Isolation" mode suppresses noises as well as background speech within the contact center, while the "Noise Suppression" mode only suppresses background noises. Contact center administrators can enable these capabilities for agents through the User Management page and select the appropriate mode based on their equipment and setup. Agents with proper permissions can also adjust their settings directly from the Contact Control Panel to optimize for their current environment.

🚀 Launch Announcement:  Connect  : Amazon Connect Cases now supports CSV uploads to map related field options

Amazon Connect Cases now supports using a CSV file to define which field options appear based on other field values, making it easier to configure complex field relationships on case templates. Instead of manually defining valid options — such as applicable defect types based on product category — admins can upload a file to define these relationships at scale, reducing onboarding effort and configuration time.

🚀 Launch Announcement:  Connect  : Amazon Connect launches an appeals workflow for agent performance evaluations

Amazon Connect now provides an integrated workflow to capture and resolve agent appeals of performance evaluations, enhancing evaluation fairness and agent engagement. When agents disagree with an evaluation, they can appeal the evaluation along with their reasoning directly within the Connect UI. For example, an agent who received a low evaluation score for active listening on a conversation, may appeal their evaluation by citing specific examples where they actively listened and acknowledged the customer’s problem. Designated managers then receive automated email notifications to review and resolve the appeal. Additionally, managers can monitor which evaluations have been appealed, and track their status, ensuring timely resolution of appeals.

🚀 Launch Announcement:  Connect  : Amazon Connect now provides APIs to test and simulate voice interactions

Amazon Connect now offers APIs to configure and run tests that simulate contact center experiences, making it easy to validate workflows, self-service voice interactions, and their outcomes. With these APIs, you can programmatically configure test parameters, including the caller's phone number or customer profile, the reason for the call (such as "I need to check my order status"), the expected responses (such as "Your request has been processed"), and business conditions like after-hours scenarios or full call queues. With this launch, you can also integrate testing directly into CI/CD pipelines, run multiple tests simultaneously to validate workflows at scale, and enable automated regression testing as part of your deployment cycles. These capabilities allow you to rapidly validate changes to your workflows and confidently deploy new customer experiences to production.

🚀 Launch Announcement:  Connect   GovCloud  : Amazon Connect launches improved wait time estimates

Amazon Connect now delivers improved estimated wait time metrics for queues and enqueued contacts, empowering organizations. This allows contact centers to set accurate customer expectations, provide convenient options such as callbacks when hold times are extended, and balance workloads effectively across multiple queues. By leveraging the improved estimated wait time metrics, contact centers can make more strategic routing choices across queues while gaining enhanced visibility for better resource planning. For example, a customer calling about billing during peak hours with a 15-minute wait is seamlessly transferred to a cross-trained team with 2-minute availability, getting help faster without repeating their issue. The metric works seamlessly with routing criteria and agent proficiency configurations. 

🚀 Launch Announcement:  Connect  : Amazon Connect now supports granular access controls for cases

Amazon Connect now enables you to apply tag-based access control to cases, giving administrators more control over who can view and manage case data. With this capability, you can associate tags with case templates and configure security profiles to control which users can access cases that include specific tags. For example, you can tag fraud-related cases and restrict access so that only users assigned to a fraud security profile can view or edit those cases, helping you enforce internal controls and data access policies.

🚀 Launch Announcement:  Connect  : Amazon Connect adds conditional logic and real-time updates to Step-by-Step Guides

Amazon Connect Step-by-Step Guides now enables managers to build more dynamic and responsive guided experiences. Managers can create conditional user interfaces that adapt based on user interactions, making workflows more efficient. For example, managers can configure dropdown menus to show or hide fields, change default values, or adjust required fields based on the input in prior fields, creating tailored experiences for different scenarios.

In addition, Step-by-Step Guides can now automatically refresh data from Connect resources such as flow modules at specified intervals, ensuring agents always work with the most current information.

Customer Engagement What's New