Connect LabAmazon Connect study

Profiles, cases, tasks

Cases survive the transfer

Learn it in 5 minutes

HTML

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

Visual

HTML
Cases survive the transfer
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

HTML
  1. Create. When the issue is real.
  2. Store. Case id attribute.
  3. Update. On each contact.
  4. Close. On purpose.

What usually goes wrong: Opening a new case for every menu retry in the IVR.

Quiz

HTML

Question 1

Which term matches this description? A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.

Show the cited answer

A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022. The term is Case.

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

Question 2

Which term matches this description? Closing a contact does not close a case unless you said so.

Show the cited answer

Closing a contact does not close a case unless you said so. The term is Cases survive the transfer (4).

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

Question 3

Which term matches this description? The rules that merge profile records from CRM, orders, and contacts into one customer.

Show the cited answer

The rules that merge profile records from CRM, orders, and contacts into one customer. The term is Identity resolution.

Use Connect Customer Customer Profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

HTML

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

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

HTML

Glossary

  • Customer Profiles The profile store. Connect-generated profiles are priced differently from profiles that contain imported data.
  • Identity resolution The rules that merge profile records from CRM, orders, and contacts into one customer.
  • Case A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.
  • Task A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead.

Mind map

Open the Profiles, cases, tasks mind map

Sister technologies

A contact ends. A case, a task, and a profile are how the next person continues it.

Config and troubleshooting

Opening a new case for every menu retry in the IVR.

Profiles and cases use their own IAM prefixes. This template only shows the Connect instance those services attach to. Create the profile domain and the Cases domain in the same Region.

CfnInstance Customer Profiles

CloudFormation study snippet
Resources:
  CampusInstance:
    Type: AWS::Connect::Instance
    Properties:
      IdentityManagementType: SAML
      InstanceAlias: campus-demo
      Attributes:
        InboundCalls: true
        OutboundCalls: true
        ContactflowLogs: true

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json