Amazon's Connect Customer software now lets agents pause an email while waiting on an approval, take a call, and return later, with reports that count only active work.
Amazon's call center software now lets agents set an email aside while they wait on something, then pick it back up later. The tool is Amazon Connect Customer, and Amazon Web Services announced the change on November 3, 2026.
Say an agent is waiting for a supervisor to approve a refund. Before, that email could tie up the agent. Now the agent can pause it and take an incoming call instead, then return to the email when the approval comes through.
Paused time is tracked separately from active handling time. That gives supervisors a more accurate picture of how long agents really spend working on emails.
The feature is offered in ten Amazon regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul, Singapore, Sydney and Tokyo), Canada (Central), and Europe (Frankfurt and London).
The announcement does not say whether it costs extra or whether more regions will follow. Businesses that use the tool can find setup steps in Amazon's help documentation.
If your team answers customer email with Amazon Connect Customer, check whether your region is covered and read the help documentation to set it up.
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