Amazon Connect Customer lets agents pause emails while waiting for information or approvals, freeing them to handle higher-priority contacts and resume their work later. For example, an agent waiting for a supervisor to approve a refund can pause the email and take an incoming call. Paused time is tracked separately from active handling time, giving supervisors a more accurate view of the time agents spend working on emails.

Agents can pause and resume emails directly from the Agent Workspace or Contact Control Panel (CCP) and see how long each email has been paused. Supervisors can monitor paused emails and pause duration in real time, and use flows to automatically resume or transfer emails that remain paused beyond a configured threshold.

Amazon Connect Customer email pause and resume is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. To learn more and get started, please refer to the help documentation or visit the Amazon Connect Customer website.