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February 2026
Amazon Connect
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now provides APIs to test and simulate voice interactions
Amazon Connect now
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This feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/08/amazon-connect-configure-whisper-flows/
Amazon Connect now supports audio optimization for Amazon WorkSpaces cloud desktops
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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.
These features are available in Asia Pacific (Mumbai), Africa (Cape Town), Europe (Frankfurt), US East (N. Virginia), Asia Pacific (Seoul), Europe (London), Asia Pacific (Tokyo), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), and Canada (Central) regions.
https://aws.amazon.com/about-aws/whats-new/
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02/amazon-connect-provides-apis-
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Amazon Connect
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launches an appeals workflow for agent performance evaluations
Amazon Connect now
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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.
This feature is available in all
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regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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Cases now supports CSV uploads to map related field options
Amazon Connect
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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.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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Amazon Connect Contact Lens generative AI-powered agent performance evaluations (preview) are now available in Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore) AWS regions, providing managers with generative AI-powered recommendations for answers to questions in agent evaluation forms. Managers now receive additional agent behavioural insights (e.g., did the agent show empathy while delivering bad news?), and get context and justification for the recommended answers (i.e., reference points from the transcript that were used to provide answers), enabling them to perform evaluations faster and more accurately.
With this launch, Contact Lens generative AI-powered agent performance evaluations is available in 8 AWS regions, including the 6 new regions and the existing US East (N. Virginia), US West (Oregon) regions.
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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.
The Audio Enhancement capability is available in all commercial AWS Regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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launches granular access controls for analytics dashboards
Amazon Connect
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With Amazon Connect outbound campaigns, you only pay-as-you-go for the high-volume outbound service usage, associated telephony charges and any monthly target audience charges via Amazon Pinpoint.
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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 filter metrics 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.
Amazon Connect dashboards are available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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now provides real time AI-powered overviews and recommended next actions for Tasks
Amazon Connect now provides
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https://aws.amazon.com/about-aws/whats-new/2024/08/amazon-connect-in-app-web-video-calling-africa/
Amazon Connect Contact Lens now provides an audit trail for changes to an agent performance evaluation
Amazon Connect Contact Lens now provides an audit trail to review the changes made to an agent performance evaluation when it is re-submitted. This launch displays the audit trail, which was previously available within a customer’s S3 bucket, directly in the Amazon Connect UI. When an evaluator submits changes to an existing evaluation form, managers can now view an audit trail of who submitted the original evaluation, who re-submitted the evaluation, and what changes they made. Contact center managers can use this information to perform internal audits and improve consistency across evaluators.
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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.
This new feature is available in all AWS regions where Amazon Connect real time agent assistance is available.
https://aws.amazon.com/about-aws/whats-new/2026/02/connect-tasks-ai-assistance/
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.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect now includes agent time-off requests in draft schedules
Amazon Connect now
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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.
This feature is available in all AWS
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Regions where Amazon Connect agent scheduling is
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available.
https://aws.amazon.com/about-aws/whats-new/
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Updates to filter comparison operator and metric results dimension for the GetMetricDataV2 API
You can now use metric threshold comparison operator such as LTE (less than equal) and LT (less than) to explicitly include the threshold boundary value.
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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.
Amazon Connect Cases is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).
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Programmatically set routing criteria on a contact via the UpdateContactRoutingData API
You can now use the UpdateContactRoutingData API to programmatically update the routing criteria on a contact. Previously, you could only set the routing criteria on a contact using the Set routing criteria flow block in the Amazon Connect admin website.
https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateContactRoutingData.html
July 2024
Download screen recordings from the Contact details page
You can download screen recordings from the Contact details page in the Amazon Connect admin website. This enables you to evaluate contact quality and agent performance by using offline reviews, as well as review downloaded screen recordings with agents for coaching. This release also provides a new security profile permission—Screen recording - Enable download button—to manage who can download screen recordings.
Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy
Updated the service-linked role managed policy with additional permissions for Managed Synchronization.
Dashboard and metrics for outbound campaigns
You use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts. You can easily visualize and monitor campaign performance, track efficiency, measure compliance, and understand campaign outcomes for your voice workloads. You can view real-time and historical reports using custom time periods and benchmarks, track campaign progress and delivery status, and drill down into call classification outcomes (for example, human answered, voicemail).
Following are new historical metrics for outbound campaigns:
Average dials per minute
Average wait time after customer connection
Campaign contacts abandoned after X
Campaign contacts abandoned after X rate
Delivery attempts
Delivery attempt disposition rate
Human answered
Amazon Connect Client Application v2.0.1 is available
Released Amazon Connect Client Application v2.0.1. This version includes bug fixes and enhancements to improve the stability and monitoring of the application.
Faster generative AI-powered post-contact summaries for agents ACW
Enhancements to generative AI-powered post-contact summaries enable your users to access them within seconds after a voice contact ends. For example, agents can access post-contact summaries on the CCP and use them to quickly complete after contact work (ACW). This feature supports only voice contacts on the CCP.
These faster summaries are available by using APIs and Amazon Kinesis Data Streams, enabling you to integration with third-party agent workspace or CRM systems.
More options for searching for resources on the Amazon Connect admin website
You have more options for searching resources on the Amazon Connect admin website. The search options are available on pages that you use for managing (adding, editing) the following resources: users, queues, hours of operation, routing profiles, and prompts.
There are two ways you can search resources on the Amazon Connect admin website resource management pages:
Search box: This option helps you find matches fast with minimal effort. It provides free-text type-ahead search, and supports searching with "contains" logic.
For example, as you start typing the name of the resource, any results that match are returned. The following image shows the first part of the login name was typed in search. Amazon Connect automatically returned users that matched the first two characters typed - "ja".
Add filter: This option enables you to perform more targeted searches using more advanced criteria. For example, you can specify multiple routing profiles, tags, or logins. The following image shows a Login filter. The search will return results for two logins: janedoe and johndoe.
Automated rotation of agent shifts
You can create a pattern of shifts that agents will repeatedly rotate through (for example, morning shift, afternoon shift, night shift). You can define how many weeks each shift should be scheduled before moving to the next one in the rotation. This feature makes it easier to administrate schedules and ensure that agents receive a business-defined sequence of shifts.
Amazon Connect launches the ability to preferentially route contacts to specific agents within a queue
Amazon Connect now supports the ability to preferentially route a contact within a queue to specific agents. Using this new feature, you can now set the preferred agent(s) for a given contact, and if that agent is unavailable, fall back to the next set of routing criteria. You can also use this feature to integrate Amazon Connect’s routing with your own custom business logic or machine learning models to personalize matching each contact to the most suitable agent, resulting in better business outcomes and increased customer satisfaction. For example, you could route repeat contacts to the agent who previously handled the customer, and if that specific agent isn’t available, offer the contact to another available agent within the same queue.
Amazon Connect launches automated rotation of agent shifts
Amazon Connect now supports automated rotation of agent shifts, making it easier for contact center managers to administrate schedules and ensure that agents receive a business-defined sequence of shifts.
Automated shift rotations speed up the week-to-week scheduling process for contact center managers, eliminating the need to manually move agents between different shifts. With shift rotation, contact center managers can now create a pattern of shifts that agents will repeatedly rotate through (e.g., morning shift, afternoon shift, night shift) and define how many weeks each shift should be scheduled before moving to the next one in the rotation. These shift rotation patterns are automatically applied when new schedules are created, eliminating the need for contact center managers to manually assign shifts to groups of agents. Additionally, contact center managers can bulk upload and download shift rotation and shift profile assignments, making it easy to set up and update shift rotations for thousands of agents.
There is no additional charge for this feature and it is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect launches search API for hierarchy groups
Amazon Connect now provides an API to search for hierarchy groups by name, group ID, tag, or other criteria. Hierarchy groups describe your organization’s structure, and are used for reporting and access control. With this new API, you can now answer questions such as, “How many teams operate in the northwest region?” and, “What groups have a tag indicating they can access performance reviews?” and see a response with details like name, description, hierarchy level, ARN, and when a record was last updated.
The SearchUserHierarchyGroups API is supported in all AWS regions where Amazon Connect is offered.
Amazon Connect launches search API for agent status
Amazon Connect now provides an API to search an agent status by name, ID, tag, or other criteria. Agent statuses are used in the Contact Control Panel (CCP) to indicate if an agent is available to handle contacts or not, for example because they are away for lunch or in training. With this new API, you can now answer questions such as, “How many of our statuses are disabled?”, and, “What statuses have ‘break’ in their description?”, and see a response with details like name, description, display order, and ARN.
The SearchAgentStatuses API is supported in all AWS regions where Amazon Connect is offered.
Amazon Connect Contact Lens now provides generative AI-powered summaries within seconds after a contact ends
Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries within seconds after a contact ends, versus minutes previously, helping you get faster insights when reviewing contacts, save time on after-contact work, and more quickly identifying opportunities to improve contact quality and agent performance. These faster summaries are available via API and Kinesis data streams, enabling integrations with third-party agent workspace or CRM systems. You can also access these summaries natively within Amazon Connect through contact details and contact control panel (CCP).
Generative AI-powered post-contact summaries are available in the US West (Oregon), and US East (Northern Virginia) regions.
Amazon Connect Contact Lens launches a new dashboard for outbound campaign analytics
Amazon Connect Contact Lens now offers a new dashboard for outbound campaign analytics. You can now easily visualize and monitor campaign performance, track efficiency, measure compliance, and understand campaign outcomes for your voice workloads. You can view real-time and historical reports using custom time periods and benchmarks, track campaign progress and delivery status, and drill down into call classification outcomes (e.g., human answered, voicemail). You can also quickly identify trends and patterns across key metrics, such as dials attempted or abandonment rate, to monitor and enhance campaign performance. Additionally, these metrics are now available via API for custom reporting or integrations with other data sources.
Outbound campaign analytics is available in Amazon Connect Contact Lens reports and the GetMetricDataV2 API in all AWS regions where Amazon Connect outbound campaigns is available. This includes US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).
Amazon Connect Contact Lens now provides downloadable screen recordings
Amazon Connect Contact Lens now provides the ability to download screen recordings from the contact details page in the Amazon Connect UI, for customers that use Contact Lens screen recording. With this launch, managers can evaluate contact quality and agent performance via offline reviews, as well as review downloaded screen recordings with agents for coaching. This launch also provides a new permission to manage who can download screen recordings.
This feature is available in all AWS regions where Contact Lens screen recording is offered.
Amazon Connect now supports Inbound DID calling in Vietnam
Amazon Connect has expanded availability to support Inbound Direct Dial (DID) telephone numbers and guaranteed number presentation for in-country calling for Vietnam from the Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Seoul) regions.
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about-aws/whats-new/2026/02/amazon-connect-cases-aws-service-quotas/
January 2026
Amazon Connect now supports tag-based access controls for cases
Amazon Connect now enables you to use tag-based access controls to define who can access specific cases. You can associate tags with case templates and configure security profiles to determine which users can access cases with those tags. For example, you can restrict access to fraud-related cases so that only agents in the fraud department can view or edit them.
Amazon Connect now simplifies linking related contacts to cases using flows
Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to search for a case associated with a prior contact in the chain to follow-up contacts more easily.
In addition, you can now use flows to link a related contact to a case. For example, when you create a case via a Step-by-Step Guide, you can link that case to the main contact (e.g., voice, chat, email, or tasks) directly using flows.
Recurring overrides and visual calendar for hours of operation
Amazon Connect now makes it easier to manage contact center operating hours for recurring events like holidays, maintenance windows, and promotional periods, with a visual calendar that provides at-a-glance visibility by day, month, or year. You can set up recurring overrides that automatically take effect weekly, monthly, or every other Friday, and use them to provide customers with personalized experiences, all without having to manually revisit configurations. For example, every January 1st you can automatically greet customers with "Happy New Year!" and route them to a special holiday message before checking if agents are available, then on January 2nd your contact center automatically returns to normal operations.
Agent screen recording status tracking
Amazon Connect now offers customers the ability to view status of agent screen recordings in near real time in CloudWatch using Amazon EventBridge. With screen recording, supervisors can identify areas for agent coaching (e.g., non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents' actions while handling a contact (i.e., a voice call, chat and task). Using Amazon EventBridge, customers can see status of each agent screen recording including success/failure, failure codes with description, installed client version, agent web browser version, agent operating system, screen recording start and end times from CloudWatch.
Customers can start using Amazon Connect screen recording status tracking by subscribing to Screen Recording Status Changed event type in Amazon EventBridge event bus.
Store nested JSON object and looping arrays
Amazon Connect now enables you to store and work with complex data structures in your flows, making it easy to build dynamic automated experiences that use rich information returned from your internal business systems. You can save complete data records, including nested JSON objects and lists, and reference specific elements within them, such as a particular order from a list of orders returned in JSON format.
Additionally, you can automatically loop through lists of items in your customer service flows, moving through each entry in sequence while tracking the current position in the loop. This allows you to easily access item-level details and present relevant information to end-customers. For example, a travel agency can retrieve all of a customer's itineraries in a single request and guide the caller through each booking to review or update their reservations. A bank can similarly walk customers through recent transactions one by one using data retrieved securely from its systems. These capabilities reduce the need for repeated calls to your business systems, simplify workflow design, and make it easier to deliver advanced automated experiences that adapt as your business requirements evolve.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Amazon Lex launches configurable voice activity detection sensitivity
Amazon Lex now provides three VAD sensitivity levels that can be configured for each bot locale: Default, High, and Maximum. The Default setting is suitable for most environments with typical background noise levels. High is designed for environments with consistent but moderate noise levels, such as busy offices or retail spaces. Maximum provides the highest tolerance for very noisy environments such as manufacturing floors, construction sites, or outdoor locations with significant ambient noise. You can configure VAD sensitivity when creating or updating a bot locale in the Amazon Connect's Conversational AI designer.
This feature is available in all AWS commercial regions where Amazon Connect and Lex operate.
Amazon Connect Cases now supports AWS CloudFormation
Amazon Connect Cases now supports AWS CloudFormation, enabling you to model, provision, and manage case resources as infrastructure as code. With this launch, administrators can create CloudFormation templates to programmatically deploy and update their Cases configuration—such as templates, fields, and layouts—across Amazon Connect instances, reducing manual setup time and minimizing configuration errors.
Amazon Connect Cases is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).
https://aws.amazon.com/about-aws/whats-new/2026/01/amazon-connect-cases-aws-cloudformation/
Amazon Connect now provides agent scheduling metrics in data lake
Amazon Connect now provides agent scheduling metrics in data lake, making it easier for you to generate reports and insights from this data. For example, after publishing schedules for next month, you can access interval level (15 minutes or 30 minutes) metrics such as forecasted headcount, scheduled headcount, and projected service level in Connect analytics data lake. You can view aggregated metrics for an entire business unit (forecast group) or broken down by specific demand segments (demand groups). You can then visualize this data in Amazon Quick Sight or another BI tool of your choice for further analysis, such as identifying periods of over or under-staffing. This eliminates the need for manual reviews of agent schedules thus improving productivity for schedulers and supervisors.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2026/01/amazon-connect-scheduling-metrics/
Amazon Connect can now automatically select random samples of agent contacts for evaluation
Amazon Connect can now provide managers with random samples of agent contacts for evaluation, so they can provide fair coaching feedback to agents. Managers can specify how many contacts they need to review per agent, as per union agreements, regulations, or internal guidelines. They then receive the required number of contacts randomly selected from the specified timeframe, for example, 3 contacts per agent from the last week. Additionally, managers can use new filters to ensure that the selected contacts are suitable for evaluation, such as those with audio or screen recordings, transcripts, and exclude previously evaluated contacts.
This feature is available in all regions where Amazon Connect is offered.
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.
Amazon Connect Step-by-Step Guides is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and the AWS GovCloud (US-West) Region.
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.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2026/01/amazon-connect-cases-granular-access-controls/
December 2025
Amazon Connect launches WhatsApp channel for Outbound Campaigns
Amazon Connect Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Amazon Connect interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns.
Previously, Outbound Campaigns supported SMS, email, and voice channels, while WhatsApp was available only for customers to initiate conversations with your agents. With WhatsApp support in Outbound Campaigns, you can now proactively reach customers through an additional messaging platform while maintaining a unified campaign management experience. You can personalize WhatsApp messages using real-time customer data, track delivery and engagement metrics, and manage communication frequency and timing to ensure compliance. This expansion provides greater flexibility to connect with customers on their preferred platforms while streamlining your omnichannel outreach strategy.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported.
https://aws.amazon.com/about-aws/whats-new/2025/12/connect-whatsapp-channel-outbound-campaigns/
AWS Support Center Console now supports screen sharing for troubleshooting support cases
AWS announces that AWS Support Center Console now support screen sharing for troubleshooting support cases. With this new feature, you can request a virtual meeting while in an active chat or call, join support calls with one click through a meeting bridge link. With the new virtual meetings, you will be able to share your screen during the meeting and maintain seamless access to case details for efficient troubleshooting. This enhancement simplifies your support experience by keeping all support interactions within the AWS Support Center console.
https://aws.amazon.com/about-aws/whats-new/2025/12/support-center-console-screen-sharing/
Amazon Connect now supports multiple choice and date questions in evaluation forms
Amazon Connect provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved.
Amazon Quick Suite now supports memory for chat agents
We are announcing memory for chat agents in Amazon Quick Suite – a feature that allows users to get personalized responses based on their previous conversations. With this feature, Quick Suite remembers the preferences users specify in chat and generate responses that are tailored to them. Users can also view their inferred preferences and remove any memory they don’t want Quick chat agents to use.
Previously, chat users needed to repeat their preferences around response format, acronyms, dashboards, and integrations in every conversation. They also had to clarify ambiguous topics and entities in chat, increasing the tedious back and forth needed to get accurate and insightful responses. Memory addresses this pain point by remembering facts and details about users in a way that ensures responses provided to users continuously learn and improve. Users also control what Quick Suite remembers about them – all the memories are viewable and removable by users, and users have the choice to start chat in Private Mode in which conversations are not used to infer memories.
Memory in Quick Suite chat agents is available in US East (N. Virginia) and US West (Oregon).
https://aws.amazon.com/about-aws/whats-new/2025/12/amazon-quick-suite-memory-chat-agents/
Amazon Connect launches additional details within real-time metric alerts
Amazon Connect alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect expands automated agent performance evaluations to 5 additional languages
Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages.
This feature is supported in 8 AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore).
November 2025
Amazon Connect now supports configuration of email address aliases
Amazon Connect now lets you configure aliases for email addresses, so customers see trusted identities when sending or receiving messages, helping maintain a consistent brand experience and simplify email management. For example, when forwarding a customer-facing address such as support@company.com to an address in Amazon Connect, you can configure an alias to ensure customers continue to see support@company.com as the sender.
Amazon Connect Email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-email-address-aliases/
Amazon Connect Cases adds conditional field visibility and dependent options
Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
Amazon Connect outbound campaigns supports ring time configuration for unanswered calls
Amazon Connect outbound campaigns now offers campaign managers the ability to configure how long voice calls should ring—between a range of 15 and 60 seconds—before marking a call as “no answer” and moving to the next contact. Each contact also records when ringing began and ended for precise reporting and traceability.
When ring duration is static, businesses struggle to balance calling efficiency and customer reach. Calls that ring too briefly may miss customers who take longer to answer, while excessive ring times delay overall campaign pacing. This lack of control leads to inconsistent contact rates and reduced agent productivity.
With configurable ring time, campaign managers can tune dialing behavior to their audience for each campaign, use analytics to see exactly how long each call rang, and understand where connections were missed. This visibility helps identify patterns, refine calling strategies, and continuously improve campaign effectiveness.
With Amazon Connect outbound campaigns, companies pay-as-they-go for campaign processing and channel usage. This feature is available in AWS regions, including US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
Amazon Connect now provides conversational analytics for voice and chat bots
Amazon Connect now provides conversational analytics for end-customer self-service interactions across voice and digital channels, helping you better understand and improve your customers' self-service experiences. This includes across PSTN/telephony, in-app and web-calling, web and mobile chat, SMS, WhatsApp Business messaging, and Apple Messages for Business.
With this launch, Connect now provides rich conversational analytics across both human-agent interactions and end-customer self-service interactions. You can now automatically analyze the quality of automated self-service interactions including customer sentiment, redact sensitive data, discover top contact drivers and themes, identify compliance risks, and proactively identify areas for improvement through easy-to-customize dashboards. Connect’s conversational analytics also enables you to use semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types, such as billing inquiries or agent escalation requests.
Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers, agents, and supervisors.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-conversational-analytics/
Amazon Connect now offers persistent agent connections for faster call handling
Amazon Connect now offers the ability to maintain an open communication channel between your agents and Amazon Connect, helping reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent’s user profile to maintain a persistent connection after a conversation ends, allowing for subsequent calls to connect faster. Amazon Connect persistent agent connection makes it easier to support compliance requirements with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns’ calling by reducing the time it takes for a customer to connect with your agents.
Amazon Connect persistent connection is now available in all AWS regions where Amazon Connect is offered, and there is no additional charge beyond standard pricing for the Amazon Connect service usage and associated telephony charges.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-persistent-agent-connections/
Amazon Connect now enables agents to send follow-up replies to email contacts
Amazon Connect now allows agents to send follow-up replies to email contacts, making it easier to share additional information or continue assisting customers without starting a new thread. This capability preserves the full conversation history, helping agents maintain context and deliver consistent, seamless support.
Amazon Connect Email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions.
Amazon Connect launches monitoring of contacts queued for callback
Amazon Connect now provides you with the ability to monitor which contacts are queued for callback. This feature enables you to search for contacts queued for callback and view additional details such as the customer’s phone number and duration of being queued within the Connect UI and APIs. You can now pro-actively route contacts to agents that are at risk of exceeding the callback timelines communicated to customers. Businesses can also identify customers that have already successfully connected with agents, and clear them from the callback queue to remove duplicative work.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect now supports multi skill agent scheduling
Amazon Connect now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent utilization across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-multi-skill-agent-scheduling/
Amazon Connect now provides metrics on completion of agent performance evaluations by managers
Amazon Connect now provides metrics that measure completion of agent performance evaluations, improving manager productivity and evaluation consistency. Businesses can monitor if the required number of evaluations for their agents have been completed, ensuring compliance with internal policies (e.g., complete 5 evaluations per agent per month), regulatory requirements, and labor union agreements. Additionally, businesses can analyze evaluation scoring patterns across different managers, to identify opportunities to improve evaluation consistency and accuracy. These insights are available in real-time through analytics dashboards in the Connect UI, and APIs.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect now supports creation of custom metrics for use in dashboards and APIs
Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs.
With custom metrics, you can track performance in ways that matter most to your business. For example, create average handle time metrics for premium versus standard customer segments, calculate total agent time on outbound calls by product line, or measure queue performance filtered by contact type such as callbacks versus incoming calls.
This new feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-metric-customization/
Amazon Connect Outbound Campaigns now supports multi-step, multi-channel customer engagement journey builder
Amazon Connect Outbound Campaigns now supports visual journey builder, a new feature that lets you create multi-step, multi-channel customer engagements directly in the Amazon Connect console. You can design end-to-end engagement experiences that combine voice, SMS, email, and WhatsApp interactions to reach customers proactively and reduce inbound contact volume.
Outbound Campaigns help you automate personalized communication flows based on customer behavior or time-based triggers. For example, you can send an appointment reminder by SMS, follow up with a voice call if the customer does not respond, and send a confirmation email once the appointment is booked. You can also configure steps in the journey builder that offer customers the option to connect with a live agent through Amazon Connect when additional support is needed. You can use existing Amazon Connect Flow integrations, AI capabilities, and customer data from Amazon Connect Customer Profiles to tailor each interaction. This helps contact centers improve engagement rates, reduce manual effort, and deliver more consistent customer experiences.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported.
Amazon Connect launches automated email responses using conditional keywords and phrases
Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated response can be sent without involving an agent.
To enable this feature, add the Get stored content block to your flows and use accompanying flow blocks such as Check contact attributes and Send message to configure automated email responses and routing.
Amazon Connect email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-automated-email-responses/
October 2025
Amazon Connect now supports agent screen recording for ChromeOS
Amazon Connect now provides screen recording for agents using ChromeOS devices making it easier for you to help improve their performance. With screen recording, you can identify areas for agent coaching (e.g., long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat, or task).
Screen recording on ChromeOS is available in all the AWS Regions where Amazon Connect is already available.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-agent-screen-recording-chromeos/
Amazon Connect now enables you to customize service level calculations
Amazon Connect now enables you to customize service level calculations to your specific needs. Supervisors and managers can define time thresholds for when a contact is considered to meet service level standards and select which contact outcomes to include in the calculation. For example, managers can choose to count callback contacts, exclude contacts transferred out while waiting in queue, and exclude short abandons using a configurable time threshold. Customization of service level calculation is available from the metric configuration section on the analytics dashboards.
With this feature supervisors and managers can now create a service level metric calculation that better aligns with their business operations. With a customized view of service level performance, operations managers can assess how effectively they have met their service standards.
This new feature is available in all AWS regions where Amazon Connect is offered.
Amazon Connect launches new case APIs to link related cases, add custom related items, and search across them
Amazon Connect now allows you to programmatically enrich case data by linking related cases, attaching custom related items, and searching across them, so agents have the full context they need to resolve issues faster. For example, an airline can link all customer cases tied to a single flight cancellation to coordinate rebookings and send proactive updates, while a retailer can attach order and shipment details to a refund request to deliver faster resolutions and keep customers informed.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and
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Amazon Connect now enables agents to view pre-approved windows when scheduling time off
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Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-cases-api-link-search/
Amazon Connect now supports agent schedule adherence notifications
Amazon Connect now supports agent schedule adherence notifications, making it easier for you to proactively identify when agents
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aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (via EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. These automated notifications eliminate the need for continuous dashboard monitoring and enable proactive intervention before service levels decline, improving both supervisor productivity and customer satisfaction.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
June 2024
Amazon Connect outbound campaigns performance dashboard
You can use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts.
Route contact within a queue to a specific agent
You can now offer a contact in a queue to a specific agent or set of agents based on user ID; if the agent is not available within a given period of time, you can expire off the routing criteria to instead offer the contact to any available agent in queue.
Amazon Q in Connect recommends step-by-step guides
Amazon Q in Connect, a generative-AI powered assistant for contact center agents, recommends step-by-step guides in real-time. Agents use step-by-step guides to quickly take action to resolve customer issues.
In addition, see the following new APIs that are part of this release:
Updated look and feel for the Amazon Connect agent workspace
The Amazon Connect agent workspace features an updated user interface to improve the productivity and focus for your agents. The updated user interface is designed to be more intuitive and highly responsive, and it increases the visual consistency across capabilities. It provides your agents with a more streamlined user experience.
With this launch, you can also easily build and embed third-party applications that have a consistent look and feel with the agent workspace by using Cloudscape Design System components.
May 2024
Amazon Connect now supports creating rules for monitoring and alerting on Flow metrics
You can now configure rules to automatically create a task, send an email, or generate an
Amazon Eventbridge event whenever a Flows and Flow Modules metrics breaches the threshold you define. For example, you can create a rule to assign a task to a contact center administrator whenever the dropped rate (i.e. percentage of contacts that dropped from a flow) for your inbound welcome flow exceeds 10% over a trailing 4 hour window.
These features are available in all AWS regions where Amazon Connect is available.
Amazon Connect Contact Lens now provides analytics for Flows and Flow Modules
Amazon Connect Contact Lens now offers analytics for Flows and Flow Modules, enabling you to identify emergent issues (e.g., a spike in contacts unexpectedly dropping from a flow),
monitor usage patterns (e.g., most used flows or modules, an increasing trend in duration), and measure the impact of configuration changes across your customer or agent experiences including guides and task automation. From the Flows performance dashboard, you can view and compare real-time and historical aggregated performance, trends, and insights over custom-defined time periods (e.g., week over week), helping you answer questions such as “how many contacts dropped out of my contact center before reaching a queue?” or “how long does it take for contacts to navigate through my end-customer self-service voice flow?” These metrics are also available programmatically via the existing GetMetricsDataV2 API.
These features are available in all AWS regions where Amazon Connect is available.
Amazon Connect launches AWS CloudTrail support for flow management pages
Amazon Connect now provides AWS CloudTrail support for flow management pages on the
Connect admin website. When you add, update, or delete a flow from a flow management page, a record of that activity is available in AWS CloudTrail for visibility, reporting, and compliance, helping you answer questions such as, “who last updated this flow?” or “when was this flow last saved?”
These features are supported in all AWS regions where Amazon Connect is offered.
Amazon Connect launches UI and API support for enhanced search capabilities for Flows and Flow Modules
Amazon Connect now provides enhanced search capabilities for flows and flow modules on the Connect admin website and programmatically using APIs. You can now search for flows and flow modules by name, description, type, status, and tags, making it easy to filter and identify a specific flow when managing your Connect instances. For example, you can now search for all flows tagged with the Department:Help_Desk key value pair to filter your set of flows down to the specific ones you are looking for.
This feature is supported in all AWS regions where Amazon Connect is offered.
Amazon Connect launches granular access controls (using resource tags) for flows and flow modules
Amazon Connect now provides granular access controls using resource tags to define who can
access specific flows and flow modules from the Connect admin website. For example, you can
now tag flows with Department:Support from the flow designer UI, restricting access to only
administrators from your support line of business.
These features are supported in all AWS regions where Amazon Connect is offered.
Amazon Connect Cases now provides APIs for managing attachments
Amazon Connect Cases now provides APIs that make it easy to upload files, check file details, and delete files from cases. Contact center administrators can use these APIs to automate the attachment of files to cases. In addition, these APIs also enable you to use case attachments in a custom agent desktop.
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https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-agent-adherence-notifications/
Amazon Connect now provides configurable thresholds for schedule adherence
Amazon Connect now provides configurable thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores. You can further customize these thresholds for individual teams. For example, teams that handle contacts with long handle times can be given more flexibility in when they start their breaks. This launch enables managers to focus on true adherence violations and eliminates the impact of minor schedule deviations on agent performance, thus improving manager productivity and agent satisfaction.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect now supports automated follow-up evaluations triggered by initial evaluation results
Amazon Connect can now automatically initiate follow-up evaluations to analyze specific situations identified during initial evaluations. For example, when an initial customer service evaluation detects customer interest in a product, Amazon Connect can automatically trigger a follow-up evaluation focused on the agent's sales performance. This enables managers to maintain consistent evaluation standards across agent cohorts and over time, while capturing deeper insights on specific scenarios such as sales opportunities, escalations, and other critical interaction moments.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect now supports threaded views and includes conversation history in agent replies
Amazon Connect now includes the conversation history in agent replies and introduces threaded views of email exchanges, making it easier for both agents and customers to maintain context and continuity across interactions. This enhancement provides a more natural and familiar email experience for both agents and customers.
Amazon Connect Email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions.
Amazon Connect now provides granular permissions for conversation recordings and transcripts
Amazon Connect now provides granular permissions to access conversation recordings and transcripts in the UI, giving administrators greater flexibility and security control. Contact center administrators can now separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. The system also provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. Administrators can also create sophisticated permission scenarios, providing access to redacted recordings of sensitive conversations while granting unredacted recording access for other conversations.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect outbound campaigns supports preview dialing for greater agent control
Amazon Connect outbound campaigns now offers a preview dialing mode that gives agents more context about a customer before placing a call. Agents can see key customer information—such as name, account balance, and prior interactions—and choose the right moment to call. Campaign managers can tailor preview settings and monitor performance through new dashboards that bring visibility to agent behavior, campaign outcomes, and customer engagement trends.
Without proper context, agents struggle to personalize interactions, leading to low customer engagement and poor experiences. Additionally, businesses can face steep regulatory penalties under laws such as the U.S. Telephone Consumer Protection Act (TCPA) or the UK Office of Communications (OFCOM) for delays in customer-agent connection.
With preview dialing, campaign managers can define review time limits and optionally enable contact removal from campaigns. During preview, agents see a countdown timer alongside customer data and can initiate calls at any moment. Analytics reveal performance patterns—such as average preview time or discard volume—giving managers data to optimize strategy and coach teams effectively. By reserving an agent prior to placing the call, companies can support compliance with regulations while bringing precision to outbound calling, improving both customer connection and operational control.
With Amazon Connect outbound campaigns, companies pay-as-they-go for campaign processing and channel usage. Preview dialing is available in AWS regions, including US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
Amazon Connect now supports scheduling of individual agents
Amazon Connect now supports scheduling of individual agents, giving you more flexibility in scheduling your workforce. For example, when onboarding 100 new agents to a business unit with schedules already published for next two months, you can create schedules for only those new agents and automatically merge them with existing schedules. This eliminates the need for workarounds such as manually copying schedules from existing agents to new agents or regenerating schedules for entire business unit, thus improving manager productivity and operational efficiency.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-scheduling-individual-agents/
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