Amazon Connect introduces email forwarding to external addresses
Amazon Connect now allows agents to forward emails to external addresses, enabling better collaboration while retaining communication history. This feature is available in multiple regions.
Amazon Connect has introduced a new feature that allows agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. This enhancement ensures that agents maintain ownership and access to the complete communication history of the original contact. It facilitates seamless collaboration by enabling agents to involve back-office teams, subject matter experts, partners, and other stakeholders, while continuing to serve as the primary point of contact for customers.
This email forwarding capability is available in several regions, including US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), and Europe (Frankfurt and London). For more information and guidance on how to begin using this feature, users are encouraged to consult the help documentation or visit the Amazon Connect website.