Amazon Connect Updates & Release Notes

Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries. Managers can set which information populates each form field. Agents can review and submit rather than manually typing in each field, saving time and improving data accuracy during after contact work.

For more information, see Prefill guides for after contact work using conversational analytics.

Agents can now preview attachments on an email contact, a chat contact, or a case directly in the Connect Customer agent workspace, without downloading them to their device. Previewing reduces the risk of customer files being retained on agent machines, and it is faster than a download-then-open round trip. PDF, image, and common text file types are rendered inline. Any other file type is shown with its details and a download button, and can still be downloaded as usual.

Preview requires no configuration beyond enabling attachments for your instance. For more information, see Preview attachments in the agent workspace in the Connect Customer Administrator Guide.

Available in the AWS Regions where Connect Customer is offered.

With Connect Customer, you can now invoke an Connect Customer flow module as a data request in the agentic CX designer. This lets a conversational AI application reuse existing flow module logic during a voice or chat conversation instead of rebuilding that logic. For example, a data request can call a flow module that looks up a customer's account details and returns the result to the conversation.

For more information, see Data requests.

Available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

With Connect Customer, you can now get a chat participant's connection information in the same call that starts the chat. Request the connection types you want on StartChatContact, and the response returns a websocket URL, a connection token, or both. Requesting a websocket URL saves your back end a round trip. Your client connects to that URL instead of calling CreateParticipantConnection to connect the participant. Your customers wait less time before the chat window is ready to use.

The same request can also start real-time message streaming. Supply a streaming configuration, and the response returns a streaming identifier. Your back end does not call StartContactStreaming.

Both request members are optional, so existing chat integrations are unaffected.

For more information, see the StartChatContact API.

Available in all AWS Regions where Connect Customer is offered.

Connect Customer Global Resiliency now supports routing contacts to agents across paired ACGR Regions. For example, a contact arriving in US East (N. Virginia) is offered to the longest-available matching agent whether that agent is in US East (N. Virginia) or US West (Oregon), while managers view analytics and search contacts across both Regions as a unified contact center. When agents and contacts are distributed across both Regions, your full configuration and any integrations are continuously validated with live traffic in both Regions at all times, providing confidence that either environment is ready to absorb the full workload. You retain full control over how traffic is distributed, and can shift new contacts and agents to a single Region or disable cross-region routing at any time.

To request access to this feature, contact your AWS account team. Unified routing, analytics, and contact search are now enabled by default for all new ACGR instances created on or after September 1, 2026. Existing ACGR instances can opt into this feature set on request. For more details, see Global routing across ACGR Regions.

With Connect Customer, you can now set concurrency and interruption limits for specific kinds of Task and Email work instead of applying one limit to an entire channel. A single channel-level limit forced a tradeoff: set it low to protect agents on complex contacts and you throttle throughput on simple ones; set it high and agents get buried in the hard ones. You can now classify Task and Email contacts into workload types by complexity, priority, or business function, and give each its own limits. For example, agents can take up to 3 simple, low-effort Tasks at once while complex, high-attention Tasks are capped at 1.

On the channels and concurrency page, define your workload types and set each one's limits. For more information, see the Amazon Connect Administrator Guide.

Available in all AWS commercial Regions and the AWS GovCloud (US-West) Region where Connect Customer is offered.

With Connect Customer, you can now build voice and digital customer experiences on Agentic CX designer, a no-code conversational canvas, without the rigid menus that leave complex problems unsolved. On a visual canvas, business teams pair the open-ended conversations of agentic AI with deterministic steps for the moments that must go exactly right, such as authentication, verification, and required disclosures. This handles cases rigid menus never could, like a complex insurance claim or a transaction dispute, while keeping control where it matters. For example, a business team can take an experience from design to production in weeks rather than months.

For more information, see Agentic CX designer.

Available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

With Connect Customer, supervisors can now see more operational data at once without scrolling, using compact mode on analytics dashboards. Compact mode reduces widget size and font and minimizes filters to maximize screen space. For example, a supervisor on a 13-inch laptop can toggle compact mode to view all team agents on a single widget and spot non-adherent agents faster.

On the dashboard page, turn on the Compact mode toggle.

For more information, see Analytics dashboards.

Available in all AWS Regions where Connect Customer is offered.

Connect Customer Global Resiliency now supports routing contacts to agents across paired ACGR Regions

Connect Customer Global Resiliency now supports routing contacts to agents across paired ACGR Regions. For example, a contact arriving in US East (N. Virginia) is offered to the longest-available matching agent whether that agent is in US East (N. Virginia) or US West (Oregon), while managers view analytics and search contacts across both Regions as a unified contact center. When agents and contacts are distributed across both Regions, your full configuration and any integrations are continuously validated with live traffic in both Regions at all times, providing confidence that either environment is ready to absorb the full workload. You retain full control over how traffic is distributed, and can shift new contacts and agents to a single Region or disable cross-region routing at any time.

To request access to this feature, contact your AWS account team. Unified routing, analytics, and contact search are now enabled by default for all new ACGR instances created on or after September 1, 2026. Existing ACGR instances can opt into this feature set on request. For more details, see Global routing across ACGR Regions.

Amazon Connect Customer now sets concurrency limits by workload type for Tasks and Emails

With Connect Customer, you can now set concurrency and interruption limits for specific kinds of Task and Email work instead of applying one limit to an entire channel. A single channel-level limit forced a tradeoff: set it low to protect agents on complex contacts and you throttle throughput on simple ones; set it high and agents get buried in the hard ones. You can now classify Task and Email contacts into workload types by complexity, priority, or business function, and give each its own limits. For example, agents can take up to 3 simple, low-effort Tasks at once while complex, high-attention Tasks are capped at 1.

On the channels and concurrency page, define your workload types and set each one's limits. For more information, see the Amazon Connect Administrator Guide.

Available in all AWS commercial Regions and the AWS GovCloud (US-West) Region where Connect Customer is offered.

Amazon Connect Customer announces general availability of Agentic CX designer

With Connect Customer, you can now build voice and digital customer experiences on Agentic CX designer, a no-code conversational canvas, without the rigid menus that leave complex problems unsolved. On a visual canvas, business teams pair the open-ended conversations of agentic AI with deterministic steps for the moments that must go exactly right, such as authentication, verification, and required disclosures. This handles cases rigid menus never could, like a complex insurance claim or a transaction dispute, while keeping control where it matters. For example, a business team can take an experience from design to production in weeks rather than months.

For more information, see Agentic CX designer.

Available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

Amazon Connect Customer now supports compact mode on analytics dashboards

With Connect Customer, supervisors can now see more operational data at once without scrolling, using compact mode on analytics dashboards. Compact mode reduces widget size and font and minimizes filters to maximize screen space. For example, a supervisor on a 13-inch laptop can toggle compact mode to view all team agents on a single widget and spot non-adherent agents faster.

On the dashboard page, turn on the Compact mode toggle.

For more information, see Analytics dashboards.

Available in all AWS Regions where Connect Customer is offered.

Amazon Connect Customer now supports Malay for automated performance evaluations

Connect Customer now supports Malay for generative AI performance evaluations of human and AI agents, so multilingual contact centers can apply a consistent evaluation framework across more of their workforce. Managers specify their evaluation criteria in natural language and receive AI-generated evaluations with justifications.

For more information, see generative AI performance evaluations.

Available in the AWS Regions where Connect Customer performance evaluations are offered.

With Connect Customer, managers can now ask questions about their contact center in plain language and get back the answer, the evidence behind it, and a recommended next step in seconds, instead of digging through dashboards to work out what is driving performance. It searches across more than 150 metrics spanning self-service, agent performance, and queue performance to surface what matters, explain why, and recommend what to do next. For example, a manager can ask which queues are the best candidates for automation and receive a prioritized list with confidence scores and projected impact, based on where handle time and after-contact work run highest.

This capability is in preview. For more information, see Manager assist in Connect Customer.

Available in all AWS Regions where Connect Customer AI Agents are supported.

With Connect Customer, managers now see the impact of a schedule change right away, because schedule metrics on the scheduling page refresh on their own in under a minute instead of requiring a manual refresh. Metrics such as net available headcount and projected service level update automatically as changes are made. For example, when a new team meeting is added for 10 agents from 10 AM to 11 AM, the affected metrics update on their own so managers can make faster, informed decisions throughout the day.

For more information, see Forecasting, capacity planning, and scheduling.

Available in all AWS Regions where Connect Customer agent scheduling is available.

Connect Customer now supports paginating directly within dashboard widgets, enabling you to navigate through large datasets without leaving the widget view. With this launch, table-based widgets display built-in page navigation controls, allowing users to browse through records page by page. For example, a supervisor monitoring hundreds of queues can now page through the full queue list directly within the widget, identifying queues that need attention faster.

For more information, see Widget pagination.

Connect Customer now enables you to view chart widgets as tables on analytics dashboards, allowing you to see exact metric values broken down by time intervals. With this capability, you can toggle any chart widget to a table view to analyze precise metric data across 15-minute, daily, weekly, or monthly intervals. For example, a workforce manager reviewing the average queue answer time trend can switch to table view to see exact handle times for each date interval, making it easier to identify specific periods of performance degradation and take corrective action.

For more information, see Toggle between table and bar chart.

When you select Enable persistent connection for an agent, the agent's softphone maintains its media connection to Connect Customer for a few minutes after login and after each call ends. This enables subsequent calls to connect faster. If the agent remains idle for an extended period of time, the softphone drops the media connection to reduce agent workstation and network resource consumption. This does not impact the agent's ability to receive calls. The media connection is re-established when the agent receives the next call.

To learn more, see Enable persistent connection.