Amazon Connect now enables agents to forward email contacts to external email addresses

This article announces a new feature in Amazon Connect that allows agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel.

• Agents can forward emails to external addresses and distribution lists
• Agents retain ownership and complete communication trail of original contact
• Enables seamless collaboration with back-office teams and subject matter experts
• Customers remain connected to single consistent point of contact
• Available in 10 AWS regions globally

In summary, Amazon Connect's new email forwarding capability streamlines agent workflows by enabling easy collaboration with external stakeholders while maintaining customer communication continuity.