Connect's Wait Block Can Now Wait on Case Updates, Like a Refund Status!

Hi, it's Shii-chan! Amazon Connect flows can now react to real-time data changes more easily.

AWS What's New aws.amazon.com

What was announced?

In AWS What's New, AWS announced that the Wait block in Amazon Connect Customer now supports Cases and External Tool events.

The story so far

The Wait block could wait for a Lambda function to complete.

What changes

In addition to waiting for Lambda, you can now wait until either of these happens:

• A Connect Case field meets a specified condition
• An External Tool invocation completes

That lets you wait for critical information before advancing an interaction, reducing unnecessary transfers and saving time for both end-customers and agents.

Here's the example from the post: hold a flow until a refund status field is updated on a case, then automatically resume and route the interaction based on the outcome.

Dive Deep

The announcement doesn't include pricing or other specific figures. Check the administrator guide and Availability of Connect Customer features by Region for Region details.

Wrap-up

• The Wait block supports Cases field conditions
• It can also wait for an External Tool invocation to complete
• Interactions advance once the information is ready, reducing unnecessary transfers

This is for anyone building flows tied to case management in Amazon Connect!