Previously fixed at case creation, customer profiles linked to cases can now be changed or assigned later by support agents. This helps maintain accurate case histories, especially for calls from shared phone numbers or situations requiring identity verification after case initiation.
This functionality is available across multiple AWS regions globally. It supports use cases where customer identification is delayed or incorrect initially, enhancing flexibility and data integrity in contact center operations.
Source & further reading
Amazon Connect Customer now lets you update the customer profile on a case or add a profile after a case is opened ↗Source published 2026-08-25. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.