Create a rule in Contact Lens that creates a case - Amazon Connect

Create a rule in Contact Lens that creates a case

To create a rule that creates a case

  1. When you create your rule, choose either A Contact Lens post-call analysis is available or A Contact Lens post-chat analysis is available as the event source.

    The define condition page, choose either A Contact Lens post-call analysis is available or A Contact Lens post-chat analysis is available as event source.

  2. Choose Next

  3. On the actions page, choose Create case for the action.

    The new rule page, the add action dropdown menu, the create case option.

  4. In the Create case card, select a Case template.

    In the Create case card, select a Case template.

  5. Fill out the required fields and add optional case fields to populate case data.

    Note

    A customer profile must be associated with a contact for this action to work. For more information, see Enable Cases using the Amazon Connect console.

    Fill out the required fields and add optional case fields to populate case data.

  6. Choose Next. Review and then choose Save.

  7. After you add rules, they are applied to new contacts that occur after the rule was added. Rules are applied when Contact Lens analyzes conversations.

    You cannot apply rules to past, stored conversations.