Latest feature releases and changes from Amazon Connect and Amazon Lex.
Auto-updated from official AWS documentation feeds. Last checked: 17 October 2026 at 20:48 UTC
Reorganized the section for step-by-step guides for clarity and readability. Also added a page on prefilling guides for after contact work with the contact summ...
Mon, 12 Oct 2026 19:00:00 GMTReorganized the agent-to-agent collaboration pages, with separate setup pages for Connect Customer AI agents and external AI agents and clearer guidance on collaboration ...
Tue, 6 Oct 2026 19:00:00 GMTAgents can preview attachments on an email contact, a chat contact, or a case in the agent workspace, without downloading them to their device. For more information, ...
Wed, 30 Sep 2026 19:00:00 GMTIn an outbound campaign flow, you can now attach customer-defined contact attributes to a voice dial from the Send communication block, and reference the...
Tue, 29 Sep 2026 19:00:00 GMTAdded guidance on requesting a chat participant's connection information in the same call that starts the chat, and on starting real-time message streaming from...
Thu, 24 Sep 2026 19:00:00 GMTThe Intraday forecast performance dashboard now includes a new metric, Service level, which a...
Wed, 23 Sep 2026 19:00:00 GMTExpanded the data tables documentation, including data table expressions, default values, lock levels, CSV import and export, and record-based access control. F...
Mon, 21 Sep 2026 19:00:00 GMTManager assist provides conversational access to your contact center performance data. You can ask operational questions in plain language, request investigatio...
Wed, 12 Aug 2026 19:00:00 GMTAdded guidance on preventing automated email loops caused by bounce
notifications (Non-Delivery Reports) and out-of-office replies. For more
information, see
Updated feature names throughout the admin guide to align with the July 2026 naming guidance. The following feature names changed:
Tue, 4 Aug 2026 19:00:00 GMTPorting local telephone numbers in Thailand now requires a completed form with contact name, contact phone number, and contact email address. For more informati...
Thu, 30 Jul 2026 19:00:00 GMTThe window for porting New Zealand phone numbers is now 8 AM to 3 PM NZT. For more information, see Thu, 30 Jul 2026 19:00:00 GMT
Customers can now use Vietnamese phone numbers with Connect Customer through our telephony partner. For more information, see Thu, 30 Jul 2026 19:00:00 GMT
Clarified that when you configure a Journey or campaign to detect a
recipient's local time zone using postal code, you must populate your customer
profile's
You can deliver high-quality voice experiences in Azure Virtual Desktop (AVD) and Windows 365 Virtual Desktop Infrastructure (VDI) environments. Using Microsoft...
Fri, 24 Jul 2026 19:00:00 GMTYou can delete personally identifiable information (PII) — including customer endpoints, additional email recipients, and the email subject — from a terminated ...
Wed, 8 Jul 2026 19:00:00 GMTUpdated the scheduling troubleshooting guidance to clarify that shift profiles support any time zone. For more information, see Mon, 15 Jun 2026 19:00:00 GMT
Added permissions for new outbound campaigns channels including web notifications, chat messages, WhatsApp through AWS End User Messaging Social, and SMS through Amazon Pinpoint SM...
Tue, 26 May 2026 19:00:00 GMTUpdated 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 agent assist, 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
Wait 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