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.