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Release Notes

1.4.3 August 2025​

  • Enhancement: Caching enhancements and enhanced retry strategy for Salesforce API calls to improve SCC-AC loading times and reduce agent wait times.
  • Bug fix: Improved event handling for missed contact states which will reduce agents being impacted by missed chats.

1.4.2 July 2025​

  • Enhancement: Re-initialize CCP for two additional conditions: 1) when SCC-AC is initially loaded and, 2) when Salesforce omniChannelStatusChanged event is received by SCC-AC.

1.4.1 July 2025​

  • Feature: Pre-agent joined messages of custom participants (3rd party bot) are delivered to agent. Integrate custom participants to chat flow
  • Enhancement: Re-drive end customer message delivery to agent after they experience a network issue. Agent should be able to receive messages sent by customer during the network disconnect when they have re-established connection.
  • Enhancement: Lambda Layer: Resource Version - 1.3.0: Lambda layer enhancement to reduce cold start time.
  • Enhancement: Message Session Routing: Backfill missing PendingServiceRouting item during agent work creation.
  • Enhancement: Message Idempotency: Apply Salesforce message event id as client token of SendMessage request for idempotency support.
  • Enhancement: Scope down chat event handler to reduce unrelated console logs.
  • Enhancement: Scope down agent work event handler to reduce unrelated console logs.
  • Bug fix: End message session when contact ended with error.
  • Bug fix: Stop Amazon Connect contact when agent work can’t be created.
  • Bug fix: Close pre-existing conflict agent work of same user on same message session.
  • Bug fix: Filter call center id to handle call center specific contacts in Lambda functions.
  • Bug fix: Resource Version - 1.3.0: Filter call center id to handle call center specific contacts in Lambda functions.
  • Updated version compatibility with new Resource Version 1.3.0

1.3.1 June 2025​

1.3.0 April 2025​

  • Enhancement: Unified Routing: Added custom metadata type “SCCAC Feature” for supporting SOQL query in Case trigger
    • IMPORTANT: With upgrade, if Unified Routing feature was enabled, it will now be disabled. In order to re-enable, completing Configure Amazon Connect Flow will re-enable Unified Routing feature.
  • Enhancement: Unified Routing for Salesforce cases: addition of cache management for queue and routing configuration SOQL query.
  • Bug fix: Contact flow automated message/chat bot message not shown to agent.
  • Bug fix: End idle contact when message session is marked as inactive by agent.
  • Bug fix: Resource Version - 1.2.0 : Revamped 3 CTR (Contact Trace Record) fields and deprecated old ones. See field changes on CTR Import Notes.

1.2.0 March 2025​

  • Feature: Extend your contact center to any custom digital channel.
  • Feature: Enhance productivity with a unified agent experience.
  • Feature: Unify end-to-end routing for all channels.
  • Feature: Easier self-service setup.