Amazon Connect Customer now lets you update the customer profile on a case or add a profile after a case is opened

Amazon Connect Customer now lets agents change the profile on a case or choose a profile after the case is opened. If a case is linked to the wrong customer, agents can update the profile to keep case histories accurate. Agents can also add a profile later when the customer is not identified at case creation, such as for calls from a shared phone number or issues that require identity verification.

Amazon Connect 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 Amazon Connect Cases webpage and documentation.