Amazon Connect Cases now allows agents to update or add customer profiles to existing cases
Amazon Connect Cases now allows agents to update or add customer profiles to an existing case after it has been opened. This new capability helps maintain accurate case histories by enabling corrections when a case is linked to the wrong customer. It also supports scenarios where a customer's identity isn't clear at case creation, such as calls from shared numbers or issues requiring identity verification. This feature is available across several AWS regions, including US East (N. Virginia), Europe (Frankfurt), and Asia Pacific (Sydney).
Features (1) ›
- Update or add customer profiles to open cases
Amazon Connect Cases agents can now change the customer profile linked to a case or add one after the case is opened. This ensures accurate case histories and supports scenarios where a customer is not identified at initial case creation.
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-cases-flexible-profiles/
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