Connect LabAmazon Connect study

Profiles, cases, tasks

One customer, three objects

Learn it in 5 minutes

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About five minutes of reading

Profile, case, and contact answer different questions. Collapsing them makes reporting lie.

The profile answers who. The case answers which issue. The contact answers what happened at 10:41. Store the profile id and the case id as attributes so the CTR, the workspace, and the CRM activity all name them.

Customer Profiles can integrate with Salesforce, ServiceNow, Zendesk, and others. That feed is how the profile stays current. It is not a reason to stop writing the ids onto the contact.

  • Search before create, or you duplicate people.
  • A task can attach to the same case.
  • Deletes and merges are identity-resolution events. Tell the CRM.
  • Retention of profile objects is a privacy decision. The quota allows a long expiry. Your policy may not.

Number on this page: Ids 3. Profile, case, contact

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Visual

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One customer, three objects
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Search profile. Then create if needed.
  2. Open case. Or find the open one.
  3. Write both ids. Onto the contact.
  4. End. CTR carries them.

What usually goes wrong: Using the ContactId as the customer id.

Quiz

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Question 1

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

Question 2

Which term matches this description? A profile object maxes at 250 KB in the quota table. All objects on one profile share a larger cap.

Show the cited answer

A profile object maxes at 250 KB in the quota table. All objects on one profile share a larger cap. The term is Profiles are the customer, not the contact (2).

Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10

Question 3

Which term matches this description? E911 addresses for agents are stored here on purpose. That is a different profile population from customers. Do not mix the matching rules carelessly.

Show the cited answer

E911 addresses for agents are stored here on purpose. That is a different profile population from customers. Do not mix the matching rules carelessly. The term is Profiles are the customer, not the contact (4).

Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10

Sources

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

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

Ecosystem

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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

Using the ContactId as the customer id.

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