Amazon Connect Customer prefills the email address for new threads started from cases

Posted on: Nov 3, 2026

Amazon Connect Customer automatically fills in the customer’s email address from the linked customer profile when agents start a new email thread from a case. This saves agents time and reduces manual entry errors by eliminating the need to look up or type the address.

Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). To learn more and get started, visit the Cases webpage and documentation.