Create a rule that updates a case - Amazon Connect

Create a rule that updates a case

To create a rule that updates a case

  1. When you create your rule, choose A new case is updated as the event source and choose Next.

    The new rule page, the add action dropdown menu, the a case is added option.

  2. When you create your rule, choose Update case for the action.

    The new rule page, the add action dropdown menu, the update case option.

  3. Select any case field that you want to update from the dropdown and define its new value.

    Select any case field that you want to update from the dropdown and define its new value.
    Select any case field that you want to update from the dropdown and define its new value.

  4. Choose Next. Review and then choose Save.

  5. After you add rules, they are applied to new contacts that occur after the rule was added. Rules are applied when Contact Lens analyzes conversations.

    You cannot apply rules to past, stored conversations.