Amazon Connect introduces email forwarding feature for agents

Amazon Connect has expanded its capabilities by allowing agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. This new feature enables agents to maintain ownership and access the complete communication history of the original contact while facilitating collaboration with back-office teams, subject matter experts, partners, and other stakeholders. By doing so, agents can ensure they remain the primary point of contact for customers, providing a seamless communication experience.

The email forwarding feature is designed to enhance the efficiency of customer service operations by integrating external parties into the communication process without losing track of the original customer query. This capability is now available in several regions, including 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), and Europe (London).

For those interested in implementing this feature or seeking more information, Amazon Connect provides comprehensive help documentation and resources on their website.