Kommunikation: Release Notes

To learn more, see Enable persistent connection.

Amazon Connect Customer now lets managers chat with their data (Preview)

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With Connect Customer, managers can now ask questions about their contact center in plain language and get back the answer, the evidence behind it, and a recommended next step in seconds, instead of digging through dashboards to work out what is driving performance. It searches across more than 150 metrics spanning self-service, agent performance, and queue performance to surface what matters, explain why, and recommend what to do next. For example, a manager can ask which queues are the best candidates for automation and receive a prioritized list with confidence scores and projected impact, based on where handle time and after-contact work run highest.

This capability is in preview. For more information, see Manager assist in Connect Customer.

Available in all AWS Regions where Connect Customer AI Agents are supported.

Amazon Connect Customer now automatically refreshes scheduling metrics

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Added new service-linked role policy and service-linked role

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Added AmazonConnectSynchronizationServiceRolePolicy service-linked role policy and AWSServiceRoleForAmazonConnectSynchronization service-linked role for managed synchronization. The policy and role provide access to read, create, update, and delete Connect Customer resources and is used to automatically synchronize AWS resources across AWS regions. For more information, see AWS managed policy: AmazonConnectSynchronizationServiceRolePolicy and Using service-linked roles for Connect Customer Managed Synchronization.

Added conversational analytics conversational analytics metrics to the GetMetricDataV2 API

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You can analyze aggregate agent and contact performance using conversational analytics conversational analytics metrics in the GetMetricDataV2. The following new metrics were added: non-talk time percent, talk time percent, talk time agent percent, and talk time customer percent. For descriptions of these metrics, see Metric definitions in Connect Customer.

Added configuration management across AWS Regions for Connect Customer Global Resiliency customers

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The values you need to select.

Filter Real-Time Metrics Agent Table by Agent

You can now filter the agent table on the Real-Time Metrics page by agent. This filter functions the same as the existing queues, routing profiles, and agent hierarchy filters.

The Agents filter.

New contact transferred related metrics

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We upgraded the existing Contacts transferred in and Contacts transferred out metrics to have consistent definitions. We added Contacts transferred in by agent and Contacts transferred out by agent for more granular contact transferred related metrics.

Changes to real-time metrics agent tables

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We are rolling out a new service to maintain the high availability from metrics that you expect from Connect Customer. Due to this change, the agent tables are sorted by agent status instead of by agent login.

Additionally, the queues and routing profiles table are sorted by agents online instead of by queue or routing profile name. …

• Context menus can be opened in text field to access OS-level features

• Additional media can be pasted in the media sharing dialog

• Performance improvements for large message databases

Fixes:

• Fixed a bug where message edits could be applied on the secondary device even if the change was sent by a group member other than the author of the original message

• Fixed a bug related to the “block unknown” option

• Fixed a bug that, under certain circumstances, allowed multiple choices in single-choice polls

…and various under-the-hood changes and improvements

• Various improvements and bug fixes

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Shared by Mohamed • October 07, 2026

Customers move, mistype addresses, or want a replacement delivered to work. Teammates can now type a new shipping address right in the Shopify replacement order form in the Inbox, and pick the state or province from Shopify's own list, so the order reaches the warehouse with an address it can ship to. Your customer gets Shopify's order confirmation for the new address, and every replacement is recorded in the Shopify app's Auditing events.

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Slack Code enables even more collaboration between humans and agents in Slack by creating dedicated channels for deeper work. Agents can now create ephemeral channels from existing conversations, providing agents and their human collaborators a shared, visible place to work.

Your agents manage the space: create a new code channel when a user’s request entails more work than a quick reply, and add bookmarks and artifacts so users can see your agent’s work. As the work progresses, your agent can post updates and convey status, and even archive the channel when work is complete.

Read on to learn more:

• Slack Code
• Code channels lifecycle
• Agent slash commands
• Code channel properties