Amazon Connect Customer Lets Agents Pause and Resume Emails

Hi everyone, it's Shii-chan! Today there's a new feature that makes email handling easier in contact centers.

AWS What's New aws.amazon.com

What was announced?

According to AWS What's New, Amazon Connect Customer lets agents pause emails and resume them later.

While waiting for information or approvals, agents can set an email aside and handle higher-priority contacts.

Why it matters

Here's the example from the original post. An agent waiting for a supervisor to approve a refund can pause the email and take an incoming call.

Waiting time no longer blocks the agent's work!

What changes

Paused time is tracked separately from active handling time. That gives supervisors a more accurate view of how long agents actually spend working on emails.

Dive Deep

Here's what you can do.

• Agents can pause and resume emails from the Agent Workspace or the Contact Control Panel (CCP)
• They can see how long each email has been paused
• Supervisors can monitor paused emails and pause duration in real time
• Flows can automatically resume or transfer emails paused beyond a configured threshold

Available 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)

Wrap-up

• Agents can pause and resume emails
• Paused time is tracked separately from handling time
• Supervisors can monitor in real time, and flows can auto-resume or transfer

This is for contact centers with lots of approval-driven work!