Amazon Connect launches support for callbacks when using Chats and Tasks

Posted on: Nov 1, 2024

Amazon Connect now enables you to request callbacks from Chats and Tasks in addition to voice calls. For example, if a customer reaches out after hours when no agent is available, they can request a callback by sending a chat message or completing a webform request (via Tasks). Callbacks allow end-customers to get a call from an available agent during normal business hours, without requiring them to stay on the line.

This feature is supported in all AWS regions where Amazon Connect is offered. To learn more, see our documentation. To learn more about Amazon Connect, the easy-to-use cloud contact center, visit the Amazon Connect website.