Automatically monitor and update cases in Amazon Connect Cases - Amazon Connect

Automatically monitor and update cases in Amazon Connect Cases

You can easily set up case notifications and automation. You can create rules that automatically run whenever a case is created or updated. You can create rules that:

  • Update tasks

  • Update cases

  • End associated tasks

  • Send email alerts to Amazon Connect users

For example, you can set up an alert that automatically sends an email to a manager when a high-priority case is created or updated.

Tip

A developer needs to enable this feature. For instructions, see Allow Amazon Connect Cases to send updates to Contact Lens rules.

Step 1: Define rule conditions

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

  2. Select Create a rule, Cases.

    The Create a rule dropdown menu on the Rules page, the Cases option.
  3. Under When, use the dropdown list to choose from two event sources: A new case is created or A case is updated. These options are shown in the following image.

    The option When a case rule is available.
  4. Choose Add condition. The Case field card is added automatically, as shown in the following image.

    The condition for when a real-time metric is updated.

    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:

    The condition for when a real-time metric is updated.
  5. Choose Next.

Step 2: Define rule actions

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

    The add action dropdown menu, a list of actions.
  2. Choose Next.

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