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Cases survive the transfer — Learn it in 5 minutes
About five minutes of reading
A case is the issue. Contacts are the attempts to close it.
Cases entered preview on 20 June 2022 and became generally available on 3 October 2022. You get fields, templates, layouts, related items, and SLAs. Defaults include 5 domains per account and 10 SLAs on a case.
The Cases block gets, updates, and creates. Create the case before you transfer if the next agent should see it. The case id should be a contact attribute.
- Related items default to 200. Files on a case default to 50.
- A template with 50 custom fields is the ceiling and it is not adjustable.
- Status values are a contract with the CRM if both systems have a case. Pick one system of record.
- Closing a contact does not close a case unless you said so.
Number on this page: GA 2022-10-03. Cases
Sources and go deeper
- AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10
- Use Connect Customer Customer Profiles - Amazon Connect Customer AWS docs. last checked 2026-10
- What is Connect Customer? - Amazon Connect Customer AWS docs. last checked 2026-10
- Customer relationship management - Wikipedia Wikipedia. last checked 2026-10