AWS connect high security documentation change
Summary
Added four new features to documentation history: updated service-linked role policy for Wisdom permissions, multi-contact time zone detection for Outbound Campaigns, default Step-by-Step Guides for After Contact Work, and customer profile identity resolution for Cases. Minor text updates in two existing entries.
Security assessment
The service-linked role policy update explicitly denies 'wisdom:DeleteAssistant' and 'wisdom:DeleteKnowledgeBase' permissions. This is a security hardening measure to prevent accidental or malicious deletion of Wisdom resources, which could lead to data loss or service disruption.
Diff
diff --git a/connect/latest/adminguide/doc-history.md b/connect/latest/adminguide/doc-history.md index 11a02cf1c..e671cb053 100644 --- a//connect/latest/adminguide/doc-history.md +++ b//connect/latest/adminguide/doc-history.md @@ -12,0 +13,4 @@ Change| Description| Date +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with `wisdom:*` permissions for Connect AI agents, with an explicit deny for `wisdom:DeleteAssistant` and `wisdom:DeleteKnowledgeBase`. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| May 18, 2026 +Outbound Campaigns now supports multi-contact time zone detection| Connect Customer Outbound Campaigns now detects customer time zones using all phone numbers and addresses on a customer profile, not just the primary contact fields. When a profile's contact information spans multiple time zones, the system delivers messages only during hours that fall within the configured window across every detected time zone, and skips profiles when no overlap exists. For example, if a customer has a mobile number in Eastern time and a business number in Pacific time with a 9 AM–5 PM delivery window, messages are sent only between 12–5 PM ET when both time zones overlap. This capability is available in all AWS Regions where Connect Customer Outbound Campaigns is offered at no additional cost.| May 18, 2026 +Default Step-by-Step Guides now available for After Contact Work| Connect Customer now supports default Step-by-Step Guides for After Contact Work (ACW), enabling administrators to automatically launch a guide when an agent enters the ACW state. This eliminates the need for agents to manually navigate to the correct application during wrap-up, standardizing post-contact workflows such as logging disposition codes, updating cases, and completing follow-up actions. Organizations can improve consistency, reduce errors, and accelerate agent productivity across contact center operations. This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and AWS GovCloud (US-West). For more information, see [Enable smart default guides for ACW](https://docs.aws.amazon.com/connect/latest/adminguide/enable-smart-default-guides-acw.html).| May 18, 2026 +Cases now supports customer profile identity resolution| Connect Customer Cases now automatically reassociates cases when duplicate customer profiles are merged through Identity Resolution in Customer Profiles. When the same customer has multiple profiles—such as when they reach out through different channels or provide different contact details—Identity Resolution detects and merges those duplicates, and Cases brings all associated cases together under the unified profile. Agents see a complete case history for each customer without searching across profiles or piecing together history manually. This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).| May 18, 2026 @@ -217 +221 @@ Barge for chat: Managers can join ongoing chats between agents and customers| Ma -High-quality voice experiences for agents using Citrix Virtual Desktop Infrastructure (VDI) environments.| Your agents can leverage the Citrix remote desktop application to offload audio processing to their local device and to automatically redirect audio to Connect Customer. For more information, see [Citrix VDI with Connect Customer audio optimization](https://docs.aws.amazon.com/connect/latest/adminguide/scenario-deployment-approaches.html#vdi-citrix). | January 10, 2024 +High-quality voice experiences for agents using Citrix Virtual Desktop Infrastructure (VDI) environments.| Your agents can use the Citrix remote desktop application to offload audio processing to their local device and to automatically redirect audio to Connect Customer. For more information, see [Citrix VDI with Connect Customer audio optimization](https://docs.aws.amazon.com/connect/latest/adminguide/scenario-deployment-approaches.html#vdi-citrix). | January 10, 2024 @@ -295 +299 @@ Agents can change their audio device settings in the CCP and agent workspace| Yo -New interactive message types| Connect Customer Chat supports new interactive message types: quick replies and carousels. With quick replies, customers are presented with a list of response options (for example, **Yes** , **No**) that they can easily click to reply. Carousels present a set of interactive messages in a horizontally-scrolling format. Your customers can scroll through them and select the best option. For more information, see [Add interactive messages to chat](https://docs.aws.amazon.com/connect/latest/adminguide/interactive-messages.html).| June 29, 2023 +New interactive message types| Connect Customer Chat supports new interactive message types: quick replies and carousels. With quick replies, customers are presented with a list of response options (for example, **Yes** , **No**) that they can easily choose to reply. Carousels present a set of interactive messages in a horizontally-scrolling format. Your customers can scroll through them and select the best option. For more information, see [Add interactive messages to chat](https://docs.aws.amazon.com/connect/latest/adminguide/interactive-messages.html).| June 29, 2023