Amazon Connect Customer supports merging and linking related cases in the agent workspace

Amazon Connect Customer Updates

Amazon Connect Customer now allows agents to merge and link related cases in the agent workspace, enabling faster resolution of customer issues and consistent responses. This feature helps agents consolidate case histories when a customer contacts a business about the same issue multiple times or across different channels.

Agents can merge cases, such as combining a chat and email case about a delayed shipment, and link related cases, such as those from different customers affected by the same issue, to coordinate a consistent response.

Available 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)
• Africa (Cape Town)

What to do

• Visit the Cases webpage to learn more.
• Check the documentation to get started.

Source: AWS release notes

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