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Profiles, cases, tasks
About five minutes of reading
A promise to call back, a form to review, and a follow-up are tasks. They have quotas and an expiry.
Create task starts a task contact and a flow. Agents work tasks from a routing profile that includes the task channel. The default concurrent quota is 2500 active tasks, including ACW. You can schedule a task up to 90 days out and reschedule it at most 20 times.
Basic task price in the appendix's Basic table is 0.04 USD per task created. Connect Customer lists 0.070 USD per task in the engagement table. Read the row that matches the product form you bought. This campus labels both as list prices, not a quote.
Number on this page: Active tasks 2500. Default concurrent quota
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Picture from this room.
What usually goes wrong: Sending follow-up work to a shared mailbox and also creating a task.
Which term matches this description? A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead.
A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead. The term is Task.
Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10
Which term matches this description? Calculated attributes and event triggers have their own quotas.
Calculated attributes and event triggers have their own quotas. The term is Profiles are the customer, not the contact (3).
Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10
Which term matches this description? Status values are a contract with the CRM if both systems have a case. Pick one system of record.
Status values are a contract with the CRM if both systems have a case. Pick one system of record. The term is Cases survive the transfer (3).
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
Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10
The prose is a study paraphrase. The link is the source of the facts.
Open the Profiles, cases, tasks mind map
A contact ends. A case, a task, and a profile are how the next person continues it.
Sending follow-up work to a shared mailbox and also creating a task.
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.
Resources:
CampusInstance:
Type: AWS::Connect::Instance
Properties:
IdentityManagementType: SAML
InstanceAlias: campus-demo
Attributes:
InboundCalls: true
OutboundCalls: true
ContactflowLogs: true
Join records on ContactId. The integration map room lists the seams.
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.
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.