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New feature

Amazon Connect Customer now supports Cases and External Tool events in the Wait block

Amazon Connect Customer now supports Cases and External Tool events in the Wait block, providing more control over how customer experience flows react to real-time data changes, saving time for both end-customers and agents.

Amazon Connect Customer now supports Cases and External Tool events in Wait blocks. This allows better control over how customer experience flows respond to real-time data changes. You can wait not only for Lambda function completion but also until Connect case fields meet specific conditions or External Tool calls finish. This enables holding flows until critical information is available, reducing unnecessary transfers and saving both end-user and agent time. For example, you can pause a flow until a refund status field on a case updates, then automatically resume and route the interaction based on the result.

Why it matters

Amazon Connect Customer is an agentic AI solution that helps enterprises deliver exceptional customer experiences. This update is important for improving the efficiency of customer interactions.

Read the original AWS announcement

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