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Amazon Connect Cases now supports customer profile identity resolution

Published
May 5, 2026
https://aws.amazon.com/about-aws/whats-new/2026/05/amazon-connect-cases-customer-profiles-id-res/

Amazon Connect Cases Update

Amazon Connect Cases now automatically reassociates cases when duplicate customer profiles are merged, ensuring agents always see a complete case history for each customer. This feature helps in maintaining a unified view of customer interactions across different channels and contact details.

What to do

  • Ensure your customer profiles are correctly set up to take advantage of this feature.
  • Review the case history for customers with multiple profiles to confirm the reassociation.

Amazon Connect Cases is available in the following 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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