Latest feature releases and changes from Amazon Connect and Amazon Lex.
Auto-updated from official AWS documentation feeds. Last checked: 04 June 2026 at 08:48 UTC
Updated the service-linked role managed policy with profile:*
permissions for Connect Customer Customer Profiles on resources with the
...
Updated the service-linked role managed policy with wisdom:*
permissions for Connect AI agents, with an explicit deny for
Mon, 18 May 2026 19:00:00 GMT
Connect Customer Outbound Campaigns now detects customer time zones using all phone numbers and addresses on a customer profile, not just the primary contact fields. ...
Mon, 18 May 2026 19:00:00 GMTConnect Customer now supports default Step-by-Step Guides for After Contact Work (ACW), enabling administrators to automatically launch a guide when an agent enters the ...
Mon, 18 May 2026 19:00:00 GMTConnect Customer Cases now automatically reassociates cases when duplicate customer profiles are merged through Identity Resolution in Customer Profiles. When the ...
Mon, 18 May 2026 19:00:00 GMTSupervisors and managers can now provide coaching to agents directly within Connect Customer. For more information, see Tue, 3 Mar 2026 19:00:00 GMT
Added guidance on single vs. multiple Amazon Connect instance architecture decision-making, including pros/cons and use case recommendations, see Thu, 5 Feb 2026 19:00:00 GMT
You can now configure agents with auto-accept and after contact work timeout settings for chat, tasks, emails, and callbacks to optimize how agents spend their time. Previously, th...
Thu, 5 Feb 2026 19:00:00 GMTConnect Customer now offers Audio Enhancement to improve audio quality on the agent's side by reducing background noise and isolating the agent's voice during calls. ...
Wed, 4 Feb 2026 19:00:00 GMTConnect Customer now makes it easier to manage contact center operating hours using recurring events with a visual calendar that provides at-a-glance visibility. For ...
Mon, 12 Jan 2026 19:00:00 GMTConnect Customer now supports WhatsApp as a channel for outbound campaigns, enabling businesses to reach customers through WhatsApp messaging with template-based ...
Sun, 30 Nov 2025 19:00:00 GMTConnect Customer Views and Guides UI changes to improve the View resource and power persona-based Workspaces. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Connect Customer provides AI agents that help customer service representatives solve live interactions with end customers. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Connect Customer now supports tag based access control for Connect Customer performance evaluations. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Added comprehensive documentation for the new Predictive Insights (Preview) feature, including detailed information about AI-powered recommendation capabilities...
Sun, 30 Nov 2025 19:00:00 GMTYou can now automatically evaluate the quality of self-service interactions using custom criteria, conversational analytics insights, and contact metrics. For m...
Sun, 30 Nov 2025 19:00:00 GMTIntroduces a new flow block called Get stored content. For more information, see Flow block ...
Sun, 30 Nov 2025 19:00:00 GMTConnect Customer supports message streaming for AI-powered chat interactions. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Connect Customer supports message processing that intercepts and modifies chat messages before they reach any participant. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Added three new tables documenting metric level filters, grouping keys, and top-level filters used in Connect Customer contact center analytics, including detailed ...
Sun, 30 Nov 2025 19:00:00 GMTConnect Customer supports creating a multi-step and multi-channel journey. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Connect Customer now supports Model Context Protocol (MCP), enabling AI agents for both end-customer self-service and employee assistance to use standardized tools for ...
Sun, 30 Nov 2025 19:00:00 GMTAgents can now initiate flows during active chat sessions to collect data, process payments, update profiles, and initiate automated processes while maintaining...
Sun, 30 Nov 2025 19:00:00 GMTConnect Customer now supports third-party speech-to-text (STT) and text-to-speech (TTS) providers like Deepgram and ElevenLabs. This allows contact centers to use ...
Sun, 30 Nov 2025 19:00:00 GMTConnect Customer supports testing and simulation call simulation capabilities to let customers to simulate their contact center experiences. For more information, ...
Sun, 30 Nov 2025 19:00:00 GMTAdded the AI Agent performance dashboard for viewing AI Agent performance, and get insights across AI Agents and over time. For more information, see Sun, 30 Nov 2025 19:00:00 GMT
Added batch and import actions for Managed Synchronization. For more details on the changes, see Fri, 21 Nov 2025 19:00:00 GMT
You can customize service level calculations to your specific needs by selecting if callbacks, abandons, or transfers are included in service level calculations...
Tue, 18 Nov 2025 19:00:00 GMTUpdated the service-linked role managed policy with an action for Connect AI agents. For more information, see Tue, 18 Nov 2025 19:00:00 GMT
The Connect Customer service-linked role (SLR) now includes AWS End User Messaging Social permissions that allow listing WhatsApp business accounts. Additionally, the SLR enables l...
Mon, 27 Oct 2025 19:00:00 GMTWait and continue is now available in additional locales: ca-ES, de-AT, de-DE, es-419, es-ES, es-US, fr-CA, fr-FR, it-IT, ja-JP, ko-KR, pt-BR, pt-PT, zh-CN, zh-HK. For more information, ...
Mon, 27 Oct 2025 19:00:00 GMTAMAZON.Currency and AMAZON.Confirmation built-in slot types now support all locales. For more information, see Mon, 18 Aug 2025 19:00:00 GMT
Updated documentation for Assisted NLU feature with improved examples and clarifications. For more information, see Mon, 4 Aug 2025 19:00:00 GMT
You can use the AMAZON.BedrockAgentIntent built-in intent to connect your Amazon Lex V2 bot with Amazon Bedrock Agents and Knowledge Bases. For more information, see Thu, 3 Jul 2025 19:00:00 GMT
Amazon Lex V2 updated the policy to allow replication of tags and ResourceBasedPolicy when using global resiliency see Tue, 24 Jun 2025 19:00:00 GMT
You can now use Assisted NLU to improve intent classification and slot resolution in Amazon Lex V2. This feature uses Large Language Models (LLMs) to enhance accuracy while staying within your bot's c...
Wed, 11 Jun 2025 19:00:00 GMTYou can use 17 new languages with your custom vocabularies in Amazon Lex V2. For more information, see Custom voca...
Tue, 3 Jun 2025 19:00:00 GMTYou can use the QinConnect built-in intent to connect your Amazon Lex V2 bot with Amazon Connect. For more information, see Sun, 1 Dec 2024 19:00:00 GMT
You can use AMAZON.Currency built-in slot for US and Spanish locales in Amazon Lex V2. For more information, see Tue, 1 Oct 2024 19:00:00 GMT
The QnA built-in intent for generative AI now supports Bedrock Knowledge Base and Guardrails in Amazon Lex V2. For more information, see Fri, 26 Jul 2024 19:00:00 GMT
The QnA built-in intent for generative AI now supports Anthropic Claude 3 Haiku and Anthropic Claude 3 Sonnet models in Amazon Lex V2. For more information, see Wed, 10 Jul 2024 19:00:00 GMT
Amazon Lex V2 added new permissions to the AmazonLexReadOnly managed poli...
Fri, 10 May 2024 19:00:00 GMTAmazon Lex V2 added new permissions to the AmazonLexFullAccess managed ...
Mon, 15 Apr 2024 19:00:00 GMTAmazon Lex V2 is now available in AWS GovCloud (US-West) (us-gov-west-1).
Fri, 22 Mar 2024 19:00:00 GMTAmazon Lex V2 added new permissions to the AmazonLexReplicationPolic...
Thu, 7 Mar 2024 19:00:00 GMTYou can use fn.LENGTH() function to determine the value length of a string value in Amazon Lex V2. For more information, see Mon, 4 Mar 2024 19:00:00 GMT
The QnA built-in slot for generative AI capabilities in Amazon Lex V2 is now GA. For more information, see Wed, 28 Feb 2024 19:00:00 GMT
Amazon Lex V2 added new permissions to the AmazonLexFullAccess managed ...
Thu, 8 Feb 2024 19:00:00 GMTAmazon Lex V2 added a managed policy providing permissions to replicate bot resources in other regions. For more information, see Thu, 8 Feb 2024 19:00:00 GMT
You can use Global resiliency to replicate your bot in a second AWS region in Amazon Lex V2. For more information, see Thu, 8 Feb 2024 19:00:00 GMT