Amazon Connect improved its Step-by-Step Guides feature by adding conditional logic capabilities, allowing managers to design workflows that adapt based on agent inputs dynamically. This makes guided interactions more tailored and efficient by showing or hiding fields, adjusting defaults, or changing validation rules during use.
Additionally, Step-by-Step Guides now support automatic refresh of data from Amazon Connect resources at set intervals, ensuring call center agents receive up-to-date information as they follow guides. These enhancements are available in multiple global AWS regions, streamlining customer service workflows through responsive guidance.
Source & further reading
Amazon Connect adds conditional logic and real-time updates to Step-by-Step Guides ↗Source published 2026-01-23. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.