Amazon Connect Region Feature Availability Matrix
Compare feature availability across all 10 AWS regions. Filter by AI, messaging, voice, and analytics capabilities to find the right region for your deployment.
10 Regions
32 Features
Updated Mar 2026
10
Regions
32
Features
5
Categories
76%
Coverage
Available
Partial
Not Available
Click region cards to filter columns · Click feature rows for details
us-east-1
US East (N. Virginia)
32/32 features
us-west-2
US West (Oregon)
32/32 features
ca-central-1
Canada (Central)
21/32 features
eu-central-1
Europe (Frankfurt)
30/32 features
eu-west-2
Europe (London)
32/32 features
ap-se-1
Asia Pacific (Singapore)
28/32 features
ap-se-2
Asia Pacific (Sydney)
30/32 features
ap-ne-1
Asia Pacific (Tokyo)
24/32 features
ap-ne-2
Asia Pacific (Seoul)
11/32 features
af-south-1
Africa (Cape Town)
4/32 features
Region Comparison
Select 2–4 region cards above to compare side-by-side.
| Feature / Region | us-east-1 | us-west-2 | ca-central-1 | eu-central-1 | eu-west-2 | ap-se-1 | ap-se-2 | ap-ne-1 | ap-ne-2 | af-south-1 |
|---|---|---|---|---|---|---|---|---|---|---|
| US East (N. Virginia) | US West (Oregon) | Canada (Central) | Europe (Frankfurt) | Europe (London) | Asia Pacific (Singapore) | Asia Pacific (Sydney) | Asia Pacific (Tokyo) | Asia Pacific (Seoul) | Africa (Cape Town) | |
| AI & Machine Learning | ||||||||||
|
Connect AI Agents (AI-powered bots)
Fully managed AI agents for automated customer interactions
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Amazon Q in Connect (Generative AI)
Real-time AI recommendations for agents using generative AI
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Contact Lens – Real-Time Analytics
Real-time call transcription, sentiment, and issue detection
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Contact Lens – Post-Call Analytics
Post-call transcription, sentiment analysis, and redaction
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
|
Contact Lens – Chat Analytics
Sentiment analysis and insights for chat interactions
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Voice ID (Caller Authentication)
ML-based biometric voice authentication for callers
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
✗
|
|
Generative Voice (Neural TTS)
High-quality neural text-to-speech with natural voice synthesis
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Amazon Connect Wisdom (Knowledge Base)
Real-time agent assist powered by ML knowledge retrieval
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
| Messaging & Channels | ||||||||||
|
SMS / Text Messaging
Inbound and outbound SMS channel support
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
|
WhatsApp Business Messaging
WhatsApp channel integration for customer messaging
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✗
|
✗
|
✗
|
✗
|
|
Apple Messages for Business
Apple Messages channel integration
|
✓
|
✓
|
✗
|
✓
|
✓
|
✗
|
✓
|
✗
|
✗
|
✗
|
|
Push Notifications (Mobile)
Push notification channel for mobile app engagement
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Email Channel
Native email channel handling within Connect
|
✓
|
✓
|
✗
|
✗
|
✓
|
✗
|
✓
|
✗
|
✗
|
✗
|
|
Communication Widget (Web Chat)
Embeddable web chat widget for customer-facing sites
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
In-App & Web Calling (WebRTC)
Native voice calls from mobile apps or websites via WebRTC
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Video Calling
Video channel support for visual customer interactions
|
✓
|
✓
|
✗
|
✗
|
✓
|
✗
|
✓
|
✗
|
✗
|
✗
|
| Analytics & Reporting | ||||||||||
|
Forecasting (ML-based)
ML-powered contact volume and staffing forecasts
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Agent Scheduling
Workforce scheduling based on forecasts and agent availability
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Capacity Planning
Long-range staffing and capacity planning tools
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
✗
|
|
Data Lake (S3 Export)
Automated export of Connect data to Amazon S3 for BI tools
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
|
Contact Search & Details
Search and drill into individual contact records
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
Live Media Streaming
Real-time audio stream of calls to Kinesis Video Streams
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
| Voice & Telephony | ||||||||||
|
Global Resiliency
Cross-region failover for high-availability telephony
|
✓
|
✓
|
✗
|
✓
|
✓
|
✗
|
✗
|
✗
|
✗
|
✗
|
|
Outbound Campaigns (High-Volume)
High-volume outbound dialing campaigns with predictive, progressive, and preview modes
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Tasks (Agent Task Management)
Create and route work items as tasks within Connect
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
|
Multi-Party Calls (up to 6)
Conference calls with up to 6 participants
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
| Platform & Integrations | ||||||||||
|
Customer Profiles
Unified customer profile combining data from multiple sources
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
|
Cases (Issue Tracking)
Native case management for tracking customer issues
|
✓
|
✓
|
✗
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
✗
|
|
AppIntegrations Service
Event-driven integrations with third-party applications
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
|
Agent Workspace – 3rd-Party Apps
Embed third-party applications inside the agent workspace
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
|
Step-by-Step Guides
Guided agent workflows displayed in the agent workspace
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
|
Custom Views (Agent UI)
Customizable agent desktop UI components
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✓
|
✗
|
✗
|
Amazon Connect Feature Availability by Region — Explained
Amazon Connect is AWS's cloud-based contact center service, available across 10 global regions. Not all features are available in every region, which makes it critical to understand regional availability before planning your deployment. This interactive matrix maps every major Amazon Connect feature to its availability status in each supported AWS region.
Key considerations: AI features like Amazon Q in Connect and Contact Lens Real-Time Analytics tend to have the broadest coverage in US and EU regions, while expanding to Asia Pacific. Messaging channels such as WhatsApp and Apple Messages for Business have selective regional support. Global Resiliency is limited to paired regions (us-east-1 / us-west-2, eu-central-1 / eu-west-2), and Africa (Cape Town) has the most limited feature set as a newer region.
Frequently Asked Questions
-
Which AWS region has the most Amazon Connect features?US East (N. Virginia) and US West (Oregon) have the broadest Amazon Connect feature coverage, supporting virtually all available features including Connect AI Agents, all messaging channels, Global Resiliency, Voice ID, and advanced analytics like Contact Lens Real-Time.
-
Is Amazon Connect available in Africa (Cape Town)?Yes, Amazon Connect is available in Africa (Cape Town) (af-south-1), but with limited feature support. Core capabilities like Tasks, Contact Search, Multi-Party Calls, and the Communication Widget are available. Advanced AI features (Connect AI Agents, Voice ID, Q in Connect) and most messaging channels are not yet available in this region.
-
What is Amazon Connect Global Resiliency and which regions support it?Global Resiliency allows Amazon Connect instances to automatically failover between paired AWS regions to ensure high availability. It is supported for specific region pairs: US East (N. Virginia) paired with US West (Oregon), and Europe (Frankfurt) paired with Europe (London).
-
Which regions support Amazon Connect Voice ID?Voice ID is available in US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), and Asia Pacific (Sydney). It is not currently available in Canada (Central), Asia Pacific (Tokyo), Asia Pacific (Seoul), or Africa (Cape Town).
-
Does Amazon Connect support WhatsApp in all regions?No, WhatsApp Business Messaging via Amazon Connect is not available in all regions. It is supported in US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), and Asia Pacific (Singapore). It is not available in Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), or Africa (Cape Town).
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