Amazon Connect now enables agents to forward email contacts to external email addresses

Amazon Connect now enables agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. When an email is forwarded, agents still retain ownership and complete communication trail of the original contact. This makes it easy for your agents to seamlessly loop in back-office teams, subject matter experts, partners, and other stakeholders, while remaining a single consistent point of contact for your customers.

Amazon Connect email is available in the 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) regions. To learn more and get started, please refer to the help documentation or visit the Amazon Connect website.