'%3e%3crect%20x='16'%20y='51'%20width='68'%20height='27'%20rx='13.5'/%3e%3ccircle%20cx='32'%20cy='53'%20r='15'/%3e%3ccircle%20cx='53'%20cy='43'%20r='20'/%3e%3ccircle%20cx='71'%20cy='57'%20r='12'/%3e%3c/g%3e%3c/svg%3e){kind=small}
Cloud Changelog
Amazon Connect changelog
240 announcements since January 2025 · 7 GA · 4 previews · 1 deprecation · 4 Region expansions
Free. One email a day, only on days when something you follow has an announcement, or one a week if you switch it in your preferences. You confirm your email with a one-time code; there is no password.
October 20269
Automatically saves in-progress emails as drafts and restores them after interruptions
Immutable versions and aliases for flows and flow modules, with resources pointed at an alias
Agents preview PDFs, images and text files inline across email, chat and cases
Testing and simulation can validate data returned by flow actions, not just that they started
Persistent chat resumes conversations with full history across linked AWS Regions
Administrators build custom layouts in Profile Explorer to control which customer data agents see
Adds Modern and Classic layouts that administrators can assign to each team
Admin website page shows Region switch readiness and resource synchronization status
Automated check flags evaluation form questions lacking context for reliable AI scoring
September 202612
Outbound voice campaigns available in AWS GovCloud (US-West), calling US destinationsRegion
Routing step data added to the analytics data lake for Athena and Quick analysis
Import evaluation form PDFs and recreate them as draft forms using AI
Tag-based access control for viewing, creating and modifying custom metrics
Agents rank and bid on preferred shifts, assigned automatically after bidding closes
Set separate concurrency limits for Task and Email workload types
Sends segment membership events to Kinesis when profiles enter or exit a segment
Generative AI evaluations of human and AI agents now support Malay, with cross-language assessment
Compact mode shrinks widgets, fonts and filters to show more data without scrolling
August 202615
Routes contacts to agents across two linked active Regions with unified analytics
Generative AI summaries, real-time call analytics and real-time rules added in Africa (Cape Town)Region
Scheduling page metrics refresh automatically after schedule updates
Managers can enter unplanned shrinkage in agent schedules and see adjusted metrics
Points-based scoring added for human and AI agent performance evaluations
Agents can change a case's customer profile or add one after the case opens
Captures key data from voice and chat conversations using configurable analytics rulesGA
Reporting on routing steps and agent proficiencies, including queued contacts per routing step
Agents can view and self-assign queued agent-first callbacks alongside emails, tasks and chats
Performance dashboard tracks case volume, resolution trends and SLA achievement
Dashboards show historical agent schedule adherence metrics, groupable by shift activity
One-click drill-down from real-time dashboards into queue, routing profile and agent widgets
Agents can export filtered cases to CSV from the agent workspace
Capacity plans can be generated in 15 or 30 minute intervals
Predictive dialing paced to an abandonment rate target, with seven new campaign metrics
July 20267
Journey flows set source address dynamically across voice, email, SMS and WhatsApp
Surfaces example agent evaluations with evaluator notes when managers prepare coaching feedback
Audio optimization for Azure Virtual Desktop and Windows 365 Cloud PC
Adds 50+ languages, 100+ voices, better turn-taking and speed, volume and emotion controls
Real-time and historical metrics for agent queues on analytics dashboards
SMS, WhatsApp and email campaigns added in Africa (Cape Town)Region
Forecasting, capacity planning and scheduling extended to Tasks and Emails
June 202610
Rule-based redaction of specified applications or URLs in post-contact recordings
Per-user limit raised from 2 to 7 security profiles with granular access controls
No-code canvas for AI self-service, with Live Sync for guiding app experiencesPreview
AI agent trace details for self-service voice interactionsGA
Schedules support up to 5,000 agents; staffing groups up to 350 agents
Email or text notifications via EventBridge when schedules or leave requests change
May 202611
Generative AI summaries support eight more language families and non-US English variants
Creates and modifies UI builder views from natural language prompts
Tag-based access controls added for the agent login/logout report
Agents can edit and delete related items and delete cases from the agent workspace
New permission lets agents view only their own performance evaluations
Cases and Customer Profiles can be embedded in custom agent applications
Default Step-by-Step Guides launch automatically when an agent enters After Contact Work
Time zone detection uses all phone numbers and addresses on a customer profile
Cases are reassociated automatically when duplicate customer profiles are merged
April 202610
AI agents run voice interviews and assessments and score candidates for hiring teamsPreview
Agentic AI supply chain planning with forecasting, supply plans and exception triageGA
File size limit rises from 20 MB to 100 MB; custom file extensions supported
Agent activity status changes made in analytics dashboards are now logged to CloudTrail
Eight new metrics including goal success rate, faithfulness score and tool selection accuracy
Contact priority ordering dials contacts by up to 10 profile attributes
Speech-to-speech voice AI adds Seoul, Singapore and Frankfurt Regions and ten localesRegion
Campaign segments can refresh hourly, down from a 24-hour minimumGA
Customer context such as IDs and session references passes into calls for AI self-service
Modules work across all flow types and can be used within other modules
March 202613
Testing and simulation extended to chat experiences, with parallel test runs
Tag-based access control now applies to routing profile assignments
Agentic speech-to-speech voice in Europe (London) plus three new voices
Nine new voices added; available in London, Seoul and Sydney Regions
Case data added to the analytics data lake for Athena and QuickSight reporting
Supports up to 40 million catalog items, trigger-based campaigns and up to 14% better accuracyPreview
Natural language queries across 150+ metrics with issue diagnosis and recovery recommendationsPreview
Email contacts can be categorized, PII-redacted and summarized automatically
Five healthcare AI agents; two are GA and three in previewGA
February 202613
Switch between preview and non-preview dialing modes during an active campaign, no restart neededGA
Supports AWS Service Quotas, with increase requests from the Service Quotas console
Draft schedules now include agent time-off requests, showing why agents were not scheduled
Case templates support larger multi-line text fields for detailed notes
Workspace header notifications with APIs to send targeted messages to specific user audiences
AI-generated Task overviews with recommended next actions for agents
Resource tags control who sees metrics for agents, queues and routing profiles
After contact work timeouts configurable per channel for chats, tasks, emails and callbacks
Auto-accept settings extend from inbound voice to chats, tasks, emails and callbacks
Suppresses agent-side background noise with Voice Isolation and Noise Suppression modes
Amazon Connect Cases now supports CSV uploads to map related field options
Amazon Connect launches an appeals workflow for agent performance evaluations
Amazon Connect now provides APIs to test and simulate voice interactions
January 20269
Amazon Connect now supports granular access controls for cases
Amazon Connect adds conditional logic and real-time updates to Step-by-Step Guides
Amazon Connect can now automatically select random samples of agent contacts for evaluation
Amazon Connect now provides agent scheduling metrics in data lake
Amazon Connect makes it easier to manage recurring overrides for hours of operation
Amazon Connect now provides agent screen recording status tracking
Amazon Connect now provides the capability to store nested JSON object and looping arrays