
Amazon Connect now supports multi-line text fields on case templates, enabling agents to capture detailed free-form notes and structured data with expandable fields for comprehensive documentation.


<div><p>This article announces that Amazon Connect now supports multi-line text fields on case templates, enabling agents to capture detailed notes and structured data within cases.</p><ul><li>Multi-line text fields expand vertically to accommodate multiple paragraphs</li><li>Agents can document root cause analysis, transaction details, and investigation findings</li><li>Fields support customer-facing updates and free-form notes</li><li>Available in 10 AWS regions globally including US, Canada, Europe, and Asia Pacific</li></ul><p>This enhancement improves case documentation capabilities in Amazon Connect by allowing agents to capture more detailed information directly within cases.</p></div>


Amazon Connect now supports multi-line text fields on case templates

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