Amazon Connect Customer now supports Cases and External Tool events in the Wait block
Amazon Connect Customer now supports Cases and External Tool events in the Wait block, giving you more control over how your customer experience flows react to real-time data changes. In addition to waiting for a Lambda function to complete, you can now wait until a Connect Case field meets a specified condition or an External Tool invocation completes. This enables you to wait for critical information before advancing an interaction, reducing unnecessary transfers and saving time for both your end-customers and agents. For example, you can hold a flow until a refund status field is updated on a case, then automatically resume and route the interaction based on the outcome.
To learn more about this feature, refer to the administrator guide and availability of Connect Customer features by Region. To learn more about Amazon Connect Customer, an agentic AI solution that helps enterprises deliver exceptional customer experiences, visit the Amazon Connect Customer website.