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.
[.callout-primary--book]Please see the official AWS documentation for more detailed information on configuration of Cases domain, fields and templates.[.callout-primary--book]
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.
