Configure scheduling notification rules in Amazon Connect Customer

This article explains how to configure Scheduling Notification Rules in Amazon Connect Customer to automate schedule communications and eliminate manual notification workflows.

• Automated notifications trigger when schedules publish, update, or time-off requests change status
• Three event types: new schedule published, published schedule updated, time-off request status changed
• Three action types: email notifications, Connect Customer Tasks, Amazon EventBridge events
• Rules support dynamic tokens for personalized content (dates, URLs, agent names, request status)
• Filter rules by staffing groups, forecast groups, individual agents, shift activities, or time-off types
• EventBridge integration enables routing to Slack, Microsoft Teams, SMS, and custom dashboards
• Rule duplication feature allows quick creation of variations for different audiences
• Reduces unplanned shrinkage, supervisor overhead, and improves agent trust and retention

Scheduling Notification Rules automate contact center schedule communications, replacing manual emails and follow-ups with targeted, event-driven notifications across multiple channels.