Cases is Amazon Connect's native case management feature, letting agents create, collaborate on, and quickly resolve customer issues that need multiple conversations and follow-up tasks. [Source: AWS, Simplify case management in your contact center using Amazon Connect Cases] AWS frames the mental model deliberately: in Amazon Connect, a case is a collection of contacts and work items tied to a common customer goal or business process — a mission brief, not a queue ticket. [Source: AWS, Rethinking the Case]
Why "Case" Instead of "Ticket"
A support ticket is usually scoped to one interaction. A case is scoped to the underlying goal — which might take an inbound call, two follow-up emails, a callback, and a task assigned to a back-office team before it's actually resolved. Cases keeps all of that tied together under one record, so nobody has to reconstruct the history from scattered, disconnected contacts.
Case Templates and Case Fields
Two building blocks make Cases consistent rather than ad hoc:
- Case fields — the individual pieces of information you want captured for a type of issue (e.g. VIN number, policy number, make/model of car)
- Case templates — forms built from those fields that ensure agents collect and reference the right information for a specific issue type, such as requiring certain fields to be completed for an insurance claim
Content was rephrased for compliance with licensing restrictions. [Source: AWS, Create case templates to document customer issues in Connect Customer Cases] Templates can also use conditional logic — making a field required only in certain circumstances, or making the options in one field depend on what was chosen in another — so the form adapts to the specific situation rather than showing every possible field all the time. [Source: AWS, Conditionally required case fields]
How a Case Gets Created
| Method | How it works |
|---|---|
| Automatic | Configured to trigger when certain contacts come in, collecting information from the customer to populate the case fields |
| Manual | An agent creates the case themselves when they recognise an issue needs ongoing tracking across multiple touches |
| Via contact flows | Cases can be created, updated, and checked programmatically from within a contact flow, not just from the agent desktop |
[Source: AWS, Amazon Connect Customer — Cases; AWS, Create, update, and check the status of Amazon Connect Cases using Amazon Connect Contact Flows]
When an agent accepts a contact that's linked to an existing case, they immediately have the context of the issue and can start working on it, rather than asking the customer to re-explain what's already happened so far. [Source: AWS, Amazon Connect Customer — Cases]
How Cases and Tasks Work Together
Cases and Tasks are designed to complement each other: a case holds the overall issue and context across every contact and channel, while individual tasks represent discrete follow-up work items needed to actually resolve it — assigned to specific agents or queues, independent of a live customer interaction. Together they're positioned as giving a single source of truth for a customer issue, rather than the issue's state living only in agents' memory or scattered notes. [Source: AWS, Unified customer story: Cases and Tasks]
Where this shows up for the agent: Cases appears directly inside the agent workspace, alongside the CCP and Customer Profiles, so case context is visible in the same screen the agent is already using to handle the contact.
Frequently Asked Questions
What is Amazon Connect Cases?
Cases is Amazon Connect's native case management capability. A case is a collection of contacts and work items tied to a common customer goal or issue, giving agents a unified workspace to track, collaborate on, and resolve problems that span multiple conversations, channels, and sometimes multiple team members, rather than treating each contact as an isolated interaction.
What are case templates and case fields?
Case fields are the individual pieces of information you want agents to collect for a type of issue, such as a policy number or VIN. Case templates are forms built from those fields that ensure agents capture and reference the right information consistently for a given issue type, such as a vehicle damage claim.
Are cases created automatically or manually?
Both. You can configure cases to be created automatically when certain contacts come in, collecting information from the customer to populate the case, or agents can create a case manually when they recognise an issue needs ongoing tracking.
How does Cases relate to Tasks?
Cases and Tasks work together to give a single source of truth for a customer issue: a case tracks the overall issue and its context, while individual tasks can represent specific follow-up work items needed to resolve it, assigned to agents outside of a live customer contact.
Conclusion
Cases exists for the issues that don't resolve on the first contact — tying every related conversation, channel, and follow-up task to one record, with templates and fields that keep the information agents collect consistent. Pair it with Tasks for the follow-up work itself, and Customer Profiles for who the customer actually is, and you've got most of what the agent workspace is built around.