How to Configure Cases (Engage Legacy)

Cases are configured in Amazon Connect and enabled in Engage.

Prerequisites

Before delving into the configuration within Engage, there are certain requirements you need to have in place:

CF Template Update: Ensure your CF template is updated to version v20221013 or newer.

Cases Domain Configuration: This must be set up within Amazon Connect.

Case Fields & Templates: These should also be pre-configured in Amazon Connect.

Enable Cases Feature: This needs to be activated within the Connect settings.

Please see the official AWS documentation for more detailed information on configuration of Cases domain, fields and templates.

Enable Cases in Engage

Once the above steps are completed, Cases can be enabled in Engage. Navigate to Engage Admin settings and under General Settings select Local Measure Features > Edit settings. Toggle the button under Connect Cases to enable the feature and select Save.

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