Amazon Connect Customer introduced inline attachment previews, enabling agents to view PDFs, images, and text files directly within their workspace across email, chat, and case interactions. This capability reduces contact handling time and avoids unnecessary downloads of potentially sensitive customer documents.
Agents can navigate multi-page documents and switch between attachments without leaving conversations, streamlining workflows. Attachment previews were rolled out in multiple AWS Regions, including US East, Europe, Asia Pacific, and Canada, improving efficiency in customer service operations.
Source & further reading
Amazon Connect Customer supports inline attachment previews ↗Source published 2026-10-27. 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.