Amazon Connect expanded its agent capabilities by allowing forwarding of email contacts to external addresses or distribution lists directly from the Agent Workspace and Contact Center Panel. Agents retain ownership and full communication history of the original contact, facilitating collaboration with back-office teams and external stakeholders.
This capability ensures customers experience consistent communication through a single agent point-of-contact. The email feature is available across multiple AWS regions worldwide, enhancing contact center flexibility and operational workflows by seamlessly integrating external email recipients into ongoing customer interactions.
Source & further reading
Amazon Connect now enables agents to forward email contacts to external email addresses ↗Source published 2026-03-16. 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.