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Amazon Connect Cases now lets you edit related items and delete cases from the agent workspace

Published
May 15, 2026
https://aws.amazon.com/about-aws/whats-new/2026/05/amazon-connect-cases-related-item/

Amazon Connect Cases Updates

Amazon Connect Cases now supports editing and deleting related items, and deleting cases directly from the agent workspace without administrator help. Agents can update comments, unlink contacts associated with the wrong case, or delete cases opened in error. Agents can also create, edit, and delete custom related items such as orders, returns, and invoices to capture additional case context.

What to do

  • Update comments on related items
  • Unlink contacts associated with the wrong case
  • Delete cases opened in error
  • Create, edit, and delete custom related items

Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).

Source: AWS release notes




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