Amazon Connect launches auto-accept for tasks, chats, and emails
News
This article announces that Amazon Connect now supports auto-accept settings for chat, tasks, emails, and callbacks, extending functionality previously available only for voice contacts.
- Auto-accept automatically connects incoming contacts to available agents without manual acceptance
- Configurable at the channel level for each agent independently
- Enables mixed settings, e.g., auto-accept for tasks but not voice calls
- Ensures timely customer assistance and optimizes agent time allocation
- Available in all AWS regions where Amazon Connect is offered
This enhancement improves contact center efficiency by allowing granular control over how agents receive different contact types.
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