Amazon Connect Customer Prefills Email Addresses for New Threads Started from Cases

Hi everyone, it's Shii-chan! Here's a small but nice improvement for contact centers.

AWS What's New aws.amazon.com

What was announced?

According to AWS What's New, Amazon Connect Customer now automatically fills in the customer's email address from the linked customer profile when agents start a new email thread from a case.

The story so far

Before this, agents had to look up or type the address themselves, which can lead to typos.

What changes

Agents no longer need to look up or type the address. That saves time and reduces manual entry errors!

Dive Deep

Cases is available in these AWS Regions.

• US East (N. Virginia)
• US West (Oregon)
• Canada (Central)
• Europe (Frankfurt)
• Europe (London)
• Asia Pacific (Seoul)
• Asia Pacific (Singapore)
• Asia Pacific (Sydney)
• Asia Pacific (Tokyo)
• Africa (Cape Town)

See the Cases webpage and documentation for details.

Wrap-up

• Starting an email thread from a case prefills the address from the customer profile
• Less lookup effort and fewer typos
• Available in Cases in the 10 Regions above

This is for agents and admins in contact centers that handle lots of email!