Amazon Connect Cases now supports creating rules for monitoring and updating your cases
Amazon Connect Cases now allows you to programmatically manage your cases and set up escalation workflows using the rules designer in the Amazon Connect UI. With this launch, you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules leveraging Amazon Connect Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation.
Amazon Connect Cases now allows you to programmatically manage your cases and set up escalation workflows using the rules designer in the Amazon Connect UI. With this launch, you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules leveraging Amazon Connect Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation.
Amazon Connect Cases is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London). To get started, please see our help documentation. To learn more about Amazon Connect Cases, visit the website.