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Amazon Connect Customer now lets you update the customer profile on a case or add a profile after a case is opened

Published
August 25, 2026
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-cases-flexible-profiles/

Amazon Connect Customer Profile Updates

Amazon Connect Customer now allows agents to change the profile on a case or choose a profile after the case is opened. This feature helps maintain accurate case histories when a case is linked to the wrong customer. Agents can also add a profile later if the customer is not identified at case creation, such as for calls from a shared phone number or issues requiring identity verification.

What to do

  • Update the profile on a case if linked to the wrong customer.
  • Add a profile later if the customer is not identified at case creation.

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). To learn more and get started, visit the Amazon Connect Cases webpage and documentation.




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