Amazon Connect Customer now previews attachments inline
Hi everyone, it's Shii-chan! Today I'm covering a quiet but very practical update for Amazon Connect Customer!
AWS What's New
aws.amazon.com
What was announced?
In AWS What's New, AWS announced inline attachment previews in the Amazon Connect Customer agent workspace. Agents can check attachments right on screen without downloading them.
Why it matters
The announcement doesn't describe the old workflow, but the goal is to reduce the need to download files. That means fewer cases of sensitive customer files landing on an agent's machine.
What changes
- Supported formats: PDFs, images, and text files
- Works across email, chat, and cases
- Agents can move between attachments and read multi-page documents without leaving the conversation
AWS says this reduces contact handling time and limits the need to download sensitive customer information.
Dive Deep
The feature is available in these 10 Regions:
- US East (N. Virginia)
- US West (Oregon)
- Africa (Cape Town)
- Asia Pacific (Seoul)
- Asia Pacific (Singapore)
- Asia Pacific (Sydney)
- Asia Pacific (Tokyo)
- Canada (Central)
- Europe (Frankfurt)
- Europe (London)
Pricing and setup steps aren't in the announcement, so check the Amazon Connect admin documentation for details.
Wrap-up
- Preview PDFs, images, and text files inside the agent workspace
- Available in email, chat, and cases
- Aims to cut downloads, shorten handling time, and keep sensitive data in place
This one is for contact center teams and anyone handling sensitive documents!