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

Published
March 16, 2026
https://aws.amazon.com/about-aws/whats-new/2026/03/amazon-connect-forward-email-contacts/

Amazon Connect Email Forwarding Feature

Amazon Connect now allows agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. Agents retain ownership and the complete communication trail of the original contact, facilitating seamless collaboration with back-office teams, subject matter experts, partners, and other stakeholders.

Regions Available

  • 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)

What to do

Source: AWS release notes




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