Amazon Connect now supports conversational analytics for email

Published

March 10, 2026

Amazon Connect Conversational Analytics for Email Contacts

Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate contact summaries. This allows you to quickly identify emerging trends, better maintain compliance by protecting sensitive information, and reduce the time spent reviewing agent performance.

To enable this feature, add the Set recording, analytics and processing behavior block to your flows before an email contact is assigned to your agent or sent to your end customer. You can customize which PII types to redact, choose whether redacted content shows specific PII type indicators e.g., [SSN] or generic markings ([PII]), opt to store both original and redacted versions in separate storage, as well as enable contact summaries. Using these analytics, you can quickly create rules to automatically trigger actions such as assigning categories, creating tasks, or updating cases.

What to do

Add the Set recording, analytics and processing behavior block to your flows.
Customize PII redaction settings.
Choose redacted content markings.
Opt to store both original and redacted versions.
Enable contact summaries.
Create rules to trigger actions based on analytics.