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:
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Update tasks
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Update cases
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End associated tasks
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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
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On the navigation menu, choose Analytics and optimization, Rules.
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Select Create a rule, Cases.
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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.
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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.
The following image shows a sample rule with multiple conditions:
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Choose Next.
Step 2: Define rule actions
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Choose Add action. You can choose the following actions:
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Choose Next.
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Review and make any edits, then choose Save.