Top support platform for omnichannel in 2026

You nailed the key question about context carryover. In my experience, it does follow the customer, but the agent sees it as a new thread in a different queue, so you're constantly jumping between views. It's not seamless, it's just linked.

On the AWS angle, you're right to think about Terraform, but you won't find official providers. You'll end up managing config through their API and a bunch of custom Lambdas, which becomes a full time job.

For routing, the out of the box rules are pretty basic. The real power comes from pumping your own customer data into their system via that API, but then you're totally dependent on its performance, which others have covered well.