Monitor and update cases

You can create rules that automatically update tasks, update cases, end associated tasks, or send email alerts to Connect users whenever a case is created or updated. For example, you can set up an alert that sends an email to a manager when a high-priority case is created or updated.

Step 1: Define rule conditions

1. On the navigation menu, choose Analytics and optimization, Rules.

2. Select Create a rule, Cases.

   

3. Under When, use the dropdown list to choose from two event sources: new case is created, A new case is updated. These options are shown in the following image.

   Note

   To start creating Rules for Cases, you must enable Amazon Connect Cases and complete the onboarding steps. For more information, see Amazon Connect Cases - rules integration onboarding

   

4. Choose Add condition. The Case field card is added automatically, as shown in the following image.

   

   You can combine multiple conditions to build very specific rules.

   • Case field condition allows you to build rules by using System and Custom case fields.

   The following image shows a sample rule with multiple conditions:

   

5. Choose Next.

Step 2: Define rule actions

1. Choose Add action. You can choose the following actions:

   • Create Task

   • End tasks

   • Update case

   • Send email notifications

   

2. Choose Next.

3. Review and make any edits, then choose Save.