Amazon Connect now lets you store attributes on specific segments of a contact

Amazon Connect now lets you store attributes on specific segments of a contact, preserving essential business context throughout customer interactions, including transfers and conference calls. Contact center managers can now centrally define and manage attributes such as business unit names, account classifications, or contact reasons. These attributes can be stored as business context on contact segments using flows or the UpdateContact API. For example, a customer engagement that begins with Support and transitions to Sales results in two contact segments. Each segment of this interaction stores information such as precise business unit names, contact reasons, and notes captured by specific agents, creating a detailed and precise record of the customer journey.

This feature is available in all AWS regions where Amazon Connect is available. To learn more about contact segment attributes, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, please visit the Amazon Connect website.

Update: 9/29/2025 - This post has been updated to include additional feature details.