Posted On: May 2, 2022

Amazon Connect now allows you to programmatically stop queued callbacks using the StopContact API. Queued callbacks reduce the time callers have to wait by enabling them to provide a phone number to be called back when an agent becomes available. In some situations, customers can end up calling repeatedly and registering for multiple callbacks. You can now use the StopContact API to prevent duplicate callback requests, improving customer experience and reducing contact center costs as callers will no longer receive multiple callbacks for the same issue. To learn more, see the API documentation.

StopContact API is available in all AWS regions where Amazon Connect is offered. To learn more about Amazon Connect, the easy to use omnichannel cloud contact center, visit the Amazon Connect website.