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Amazon Connect now supports threaded views and includes conversation history in agent replies

Published
October 23, 2025
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-threaded-views-conversation-history/

Amazon Connect Updates

Amazon Connect now includes the conversation history in agent replies and introduces threaded views of email exchanges, making it easier for both agents and customers to maintain context and continuity across interactions. This enhancement provides a more natural and familiar email experience for both agents and customers.

Available Regions

  • 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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