Amazon Connect increases attachment file sizes and adds custom file types
Amazon Web Services has expanded the file handling capabilities of its Amazon Connect contact center platform, increasing the maximum attachment file size from 20 MB to 100 MB for chat, cases, and tasks. The update also introduces support for custom file extensions, allowing administrators to configure specific file types for attachments across chat, email, cases, and tasks through either the Amazon Connect admin website or APIs. The enhanced capabilities are designed to streamline customer support workflows by reducing the need for multiple file transfers or alternative sharing methods when dealing with larger technical files. The improvements target enterprise use cases where larger file transfers are common, such as technology companies that need to receive diagnostic bundles and log archives from customers during troubleshooting sessions. Financial services organizations can also benefit by configuring custom extensions for compliance documents and signed contracts, enabling customers to submit required paperwork directly through the platform. The feature is now available across 12 AWS regions including major markets in North America, Europe, Asia Pacific, and Africa.
Why It Matters
This update addresses a common limitation in cloud-based contact center platforms where file size restrictions can create friction in technical support workflows. For enterprise IT teams and managed service providers using Amazon Connect, the ability to handle larger diagnostic files directly within the platform can significantly reduce resolution times and improve customer experience. The custom file type configuration also enhances security and compliance capabilities by giving organizations more granular control over what types of documents can be shared through their customer service channels.
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