Amazon Connect Customer Now Auto-Saves In-Progress Emails as Drafts

Hi everyone, it's Shii-chan! Here's some good news for people working in contact centers!

AWS What's New aws.amazon.com

What was announced?

AWS What's New announced that Amazon Connect Customer automatically saves in-progress emails as drafts.

What changes

When connectivity is interrupted, or the browser is accidentally closed or refreshed, agents can resume work without losing progress.

When they return, the draft is restored with:

• The message body
• Recipients
• The subject line
• Attachment references

Dive Deep

Saved draft data is also accessible in your own Amazon S3 buckets, so you can build integrations with other applications.

That's all the announcement says; it doesn't list Regions or pricing.

Wrap-up

• In-progress emails are saved as drafts automatically
• Body, recipients, subject and attachment references are restored
• Draft data is available in S3 for integrations

A nice fit for agents and admins in email-heavy contact centers!