AWS connect documentation change
Summary
Added May 2026 updates including default Step-by-Step Guides for After Contact Work, multi-contact time zone detection for Outbound Campaigns, and identity resolution for Cases. Updated text from 'choose' to 'click' in a navigation instruction.
Security assessment
The changes document new productivity features (ACW guides, time zone detection, identity resolution) and a minor terminology update. No security vulnerabilities, patches, or security-specific configurations are mentioned.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index 0250aefc3..fa9f6ce6c 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -7 +7 @@ -April 2026 UpdatesMarch 2026 UpdatesFebruary 2026 UpdatesJanuary 2026 UpdatesDecember 2025 UpdatesNovember 2025 UpdatesOctober 2025 UpdatesSeptember 2025 UpdatesAugust 2025 UpdatesJuly 2025 UpdatesJune 2025 UpdatesMay 2025 UpdatesApril 2025 UpdatesMarch 2025 UpdatesFebruary 2025 UpdatesJanuary 2025 UpdatesEarlier Updates +May 2026 UpdatesApril 2026 UpdatesMarch 2026 UpdatesFebruary 2026 UpdatesJanuary 2026 UpdatesDecember 2025 UpdatesNovember 2025 UpdatesOctober 2025 UpdatesSeptember 2025 UpdatesAugust 2025 UpdatesJuly 2025 UpdatesJune 2025 UpdatesMay 2025 UpdatesApril 2025 UpdatesMarch 2025 UpdatesFebruary 2025 UpdatesJanuary 2025 UpdatesEarlier Updates @@ -12,0 +13,20 @@ We recommend subscribing to the RSS feed so updates to these notes are delivered +## May 2026 Updates + +### 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 . For more information, see [Enable smart default guides for ACW](https://docs.aws.amazon.com/connect/latest/adminguide/enable-smart-default-guides-acw.html). + +### 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. + +### 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). + @@ -3241 +3261 @@ Added identity resolution APIs to Customer Profiles. For more information, see t -For more information, see [Tap or choose category tags to navigate through transcript](./turn-by-turn-transcript.html#category-navigation). +For more information, see [Tap or click category tags to navigate through transcript](./turn-by-turn-transcript.html#category-navigation).