Amazon Connect Customer supports merging and linking related cases in the agent workspace

Amazon Connect Customer now lets agents merge and link related cases in the agent workspace, so they can resolve customer issues faster and respond consistently. When a customer contacts a business about the same issue more than once, or on different channels, the history can end up split across several cases. Agents can merge those cases into one case with a single, consolidated history. For example, an agent can merge the chat and email cases a customer opened about a delayed shipment.

Agents can also link related cases, such as cases from different customers affected by the same issue, so they can coordinate one consistent response for every affected customer.

Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). To learn more and get started, visit the Cases webpage and documentation.