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Amazon Connect · Regions

Amazon Connect Features by Region

Tick the features you need and see which of the 11 AWS regions support them, which countries each region can call, and which regions pair for disaster recovery.

Last updated · region matrix checked against AWS documentation

Amazon Connect Region Feature Availability Matrix

Compare feature availability across all 11 AWS regions. Filter by AI, messaging, voice, and analytics capabilities to find the right region for your deployment.

11 Regions 37 Features Last verified 17 October 2026
11 Regions
37 Features
5 Categories
88% Coverage
Available Partial Not Available Click region cards to filter columns · Click feature rows for details
What changed in the 17 October 2026 check
  • Added AWS GovCloud (US-West) as an 11th region, and the Global Resiliency region pairs (including Tokyo ⇄ Osaka).
  • Asia Pacific (Seoul) and Africa (Cape Town) gained many features that were previously shown as unavailable (e.g. WhatsApp, SMS, Cases, real-time analytics).
  • Fixed Canada, Tokyo and Singapore cells for WhatsApp, Apple Messages, Cases, video calling and Voice ID.
  • Global Resiliency now includes Asia Pacific (Tokyo).
  • New rows: agentic voice, Agentic CX Designer, External Tool, generative AI analytics, theme detection, external voice, customer authentication.
  • Removed rows AWS no longer lists by region (Wisdom is now part of Connect AI agents; generative voice, multi-party calls, contact search, custom views).

Source: Availability of Amazon Connect features by Region (AWS). AWS adds features to regions often — check the AWS page before you commit.

us-east-1
US East (N. Virginia)
37/37 features
us-west-2
US West (Oregon)
37/37 features
ca-central-1
Canada (Central)
36/37 features
us-gov-w-1
AWS GovCloud (US-West)
11/37 features
eu-central-1
Europe (Frankfurt)
37/37 features
eu-west-2
Europe (London)
37/37 features
ap-se-1
Asia Pacific (Singapore)
34/37 features
ap-se-2
Asia Pacific (Sydney)
36/37 features
ap-ne-1
Asia Pacific (Tokyo)
37/37 features
ap-ne-2
Asia Pacific (Seoul)
33/37 features
af-south-1
Africa (Cape Town)
22/37 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 us-gov-w-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) AWS GovCloud (US-West) Europe (Frankfurt) Europe (London) Asia Pacific (Singapore) Asia Pacific (Sydney) Asia Pacific (Tokyo) Asia Pacific (Seoul) Africa (Cape Town)
AI & Self-Service
Agentic voice (AI agents on calls)
Amazon Connect AI agents that hold natural voice conversations with callers
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Agentic CX Designer & Agentic CX block
Design AI-agent experiences and add them to flows
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Agent assist (Connect AI agents / Q in Connect)
Real-time generative AI recommendations and answers for agents
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
External Tool (AI agent tools)
Let AI agents call your own tools and APIs
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Voice ID (caller authentication)
Voice biometrics for caller authentication and fraud detection
✓
✓
✓
✗
✓
✓
✓
✓
✓
✗
✗
Conversational Analytics (Contact Lens)
Real-time call analytics
Live transcription, sentiment and alerts during calls
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Post-call analytics
Transcripts, sentiment and redaction after calls
AWS marks Canada (Central) and Europe (London) with an asterisk without explaining it — check the AWS page if you rely on it.
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Post-chat analytics
Sentiment and insights for chat contacts
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Analytics dashboards
Built-in dashboards for contact centre metrics
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Performance evaluations
Agent evaluation forms and scoring
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Screen recording
Record agent desktops during contacts
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Generative AI post-contact summaries
Automatic AI summaries of each contact
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Generative AI contact categorisation
Categorise contacts with natural-language rules
✓
✓
✓
✗
✓
✓
✗
✓
✓
✓
✗
Generative AI information extraction
Pull structured details out of conversations
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Generative AI performance evaluations
AI answers evaluation form questions
✓
✓
✓
✗
✓
✓
✓
✓
✓
✗
✗
Theme detection
Find recurring themes across contacts
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
External voice (analytics for other telephony)
Recording and streaming from external voice systems into Contact Lens
✓
✓
✓
✗
✓
✓
~
Recording only (no streaming)
✓
✓
~
Recording only (no streaming)
~
Recording only (no streaming)
Channels
In-app, web & video calling
Voice and video from your website or mobile app (WebRTC)
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Communications widget
Embeddable chat, web calling and video widget
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Email channel
Native inbound and outbound email contacts
Region list from the AWS What's New announcement (March 2026); not on the regions page.
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
SMS
Two-way SMS through AWS End User Messaging
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
WhatsApp Business Messaging
WhatsApp channel through AWS End User Messaging Social
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Apple Messages for Business
Apple Messages channel
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Push notifications (mobile chat)
Notify mobile app users of new chat messages
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Live media streaming
Stream call audio to Kinesis Video Streams
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✗
Voice, Outbound & Resilience
Outbound campaigns
Predictive, progressive and agentless outbound voice, SMS and email
Each region can only call certain countries — see "Which region can call my customers?" below.
✓
✓
✓
~
API only
✓
✓
✓
✓
✓
✓
✓
Global Resiliency (multi-region)
Replicate an instance to a second region and distribute traffic across them
Pairs: N. Virginia ⇄ Oregon, Frankfurt ⇄ London, Tokyo ⇄ Osaka (ap-northeast-3, offered only for Global Resiliency). Enabled on request through your AWS account team.
✓
✓
✗
✗
✓
✓
✗
✗
✓
✗
✗
Tasks
Route work items to agents as tasks
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Workforce, Data & Platform
Forecasting, capacity planning & scheduling
Built-in workforce management
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✗
Analytics data lake
Query Connect data in Athena or QuickSight without building pipelines
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Customer Profiles
Unified customer profiles from multiple sources
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Customer Profiles calculated attributes API
Computed attributes such as lifetime value or last contact
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Customer authentication
Built-in customer authentication for chat
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Cases
Native case management
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
AppIntegrations
Connect third-party apps and data sources
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓
Agent workspace & step-by-step guides
Agent workspace with guided workflows (views)
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Agent workspace third-party apps
Embed third-party applications in the agent workspace
✓
✓
✓
✗
✓
✓
✓
✓
✓
✓
✓

Frequently asked questions

  • Which AWS regions is Amazon Connect available in?
    Amazon Connect is available in 11 AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), AWS GovCloud (US-West), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Africa (Cape Town). Asia Pacific (Osaka) is also offered, but only as part of a Global Resiliency pair with Tokyo.
  • Which region has the most Amazon Connect features?
    US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), and the Sydney, Tokyo, Singapore and Seoul regions support almost every feature. Africa (Cape Town) and AWS GovCloud (US-West) have fewer.
  • Which regions support Amazon Connect AI agents and agentic voice?
    Agentic voice is available in 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). It is not available in AWS GovCloud (US-West), Africa (Cape Town).
  • Which regions support Voice ID?
    Voice ID is available in US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo). It is not available in AWS GovCloud (US-West), Asia Pacific (Seoul), Africa (Cape Town).
  • Which regions support WhatsApp in Amazon Connect?
    WhatsApp Business Messaging is available in 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) — every region except AWS GovCloud (US-West).
  • Which regions support Global Resiliency?
    Global Resiliency works in three region pairs: US East (N. Virginia) with US West (Oregon), Europe (Frankfurt) with Europe (London), and Asia Pacific (Tokyo) with Asia Pacific (Osaka). AWS enables it on request through your account team.
  • Which countries can outbound campaigns call?
    It depends on the instance region: US regions call the US, Mexico and Brazil; Frankfurt and London call 11 European countries including the UK; Singapore calls Singapore, Thailand, Malaysia, the Philippines and Vietnam; Sydney calls Australia and New Zealand; Canada, Tokyo, Seoul and Cape Town call their own country.
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Practical guide

Which AWS region should I choose for Amazon Connect?

You choose the region when you create an Amazon Connect instance, and you can't move the instance later. The region decides which features you get, which countries outbound campaigns can call, where contact data is stored, and which region your disaster-recovery copy can use. Use the region finder above to tick the features you need and see which regions support all of them.

1. Start with data residency and your customers

  • Data residency: recordings, transcripts and contact records are stored in the instance's region. If your customers' data must stay in a country or the EU, that usually decides the region before anything else.
  • Outbound campaigns: each region can call only certain countries. For example, the US regions call the US, Mexico and Brazil; Frankfurt and London call 11 European countries including the UK; Singapore calls Singapore, Thailand, Malaysia, the Philippines and Vietnam. Pick a customer country in the finder to check.
  • Phone numbers and latency: agents and callers far from the region get more audio delay. Pick the region closest to most of your callers and agents.

2. Check the features you need

Nine regions — N. Virginia, Oregon, Canada, Frankfurt, London, Singapore, Sydney, Tokyo and Seoul — support almost everything, including agentic voice, agent assist and the generative AI analytics. The main gaps are:

  • Africa (Cape Town): no agentic voice, agent assist, Voice ID, live media streaming, Apple Messages, push notifications or forecasting and scheduling. External voice analytics is recording only.
  • AWS GovCloud (US-West): for US government workloads. The core contact centre, Contact Lens analytics, tasks, the data lake and forecasting are available. Most digital channels, Customer Profiles, Cases and AI agents are not, and outbound campaigns are API only.
  • Voice ID is also not available in Seoul. Generative AI categorisation is not listed for Singapore, and generative AI evaluations are not listed for Seoul.

3. Plan disaster recovery

Global Resiliency works only in three region pairs: N. Virginia with Oregon, Frankfurt with London, and Tokyo with Osaka. Either region in a pair can be the primary. AWS enables it on request through your account team. If you might need it later, choosing a region in one of these pairs keeps that option open. The replica needs the same service quotas as the primary, which the Service Quota Planner can work out.

4. Before you commit

  • Compare two candidate regions with Compare two regions. It shows only what differs.
  • Check costs with the pricing calculator. Telephony rates depend on the country.
  • Get the firewall allowlist for the region from the Allowlist Auditor.
  • AWS adds features to regions often, so confirm on the AWS page before you sign off. The date this matrix was last checked is shown at the top.

Official references

Connect Pricing Calculator Connect Allowlist Auditor Connect VDI Compatibility Tester Connect Agent Workstation Validator AWS S3 Regional Namespace Generator Connect CCP Log Parser

Related guides on the Kloudmint blog

Guide Amazon Connect Pricing: Full Cost Guide Guide Amazon Connect Email Guide: Setup & Routing Fixes
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