--- title: Connect Cases CSV Export (Aug 2026): Stop Emailing Case Screenshots description: On August 4, 2026 Amazon Connect Cases gained workspace CSV export in 10 Regions, with a Cases.Export permission, a field picker, and a Cases-export-YYYY-MM-DD.csv file. Enable for the right roles only. url: https://www.bravelo.co/blog/amazon-connect-cases-csv-export-agent-workspace-2026/ datePublished: 2026-08-07T00:00:00.000Z dateModified: 2026-11-06T00:00:00.000Z author: palaniappan-p category: Cloud Architecture tags: amazon-connect, contact-center, cases, agent-workspace, aws --- # Connect Cases CSV Export (Aug 2026): Stop Emailing Case Screenshots > On August 4, 2026 Amazon Connect Cases gained workspace CSV export in 10 Regions, with a Cases.Export permission, a field picker, and a Cases-export-YYYY-MM-DD.csv file. Enable for the right roles only. On **August 4, 2026**, AWS [announced that Amazon Connect Customer Cases can export to CSV from the agent workspace](https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-export-cases/). Agents filter and select cases, pick which fields to include, and download a spreadsheet-ready file for internal teams or external stakeholders such as vendors, legal, and business partners. Admins control access with a security profile permission. Cases itself ships in **10** AWS Regions (US East N. Virginia, US West Oregon, Canada Central, Frankfurt, London, Seoul, Singapore, Sydney, Tokyo, Cape Town). If your agents still paste screenshots into email threads for legal or vendor reviews, this is the controlled alternative, provided you treat `Cases.Export` as a privileged capability rather than a default agent checkbox. For broader Connect design (flows, CCP, Cases, Q in Connect), see our [Amazon Connect consulting](https://www.bravelo.co/services/amazon-connect/) page. > **Modeled comparison (not a cited client):** Same stakeholder ask: “Send last week’s open warranty cases to outside counsel.” Path A: agents screenshot CCP case panels, which puts unredacted PII in mail with no field control and no filename convention. Path B: workspace CSV export with **Cases.Export**, column picker, file `Cases-export-YYYY-MM-DD.csv` (UTF-8 BOM) per [AWS admin docs](https://docs.aws.amazon.com/connect/latest/adminguide/case-bulk-export.html). It is human-gated and field-selectable, and still lands in someone’s Downloads folder. Path C: Cases API / analytics pipeline. It is auditable and repeatable, at a higher build cost. The quantified anchors here are AWS’s **10** Regions, the **`Cases.Export`** permission model, and the documented filename/encoding, not a FactualMinds time-saved claim. --- ## What shipped on August 4, 2026 | Capability | Detail | | ----------- | ----------------------------------------------------------------------------------------- | | Entry point | Agent workspace → case search → select cases → **Export** | | Columns | Multiselect; defaults to columns visible in search results; ≥1 required | | File | `Cases-export-YYYY-MM-DD.csv`, UTF-8 with BOM | | Permission | **Cases - Export** (`Cases.Export`); enabling Export auto-grants **View** | | Field types | Text, number, date/time, boolean, single-select, user, queue, tags (display names in CSV) | | Regions | **10** commercial Regions listed above | Docs: [Export cases to CSV](https://docs.aws.amazon.com/connect/latest/adminguide/case-bulk-export.html) · [Cases security profile permissions](https://docs.aws.amazon.com/connect/latest/adminguide/assign-security-profile-cases.html). --- ## Opinionated take: enable Export for few roles **Prefer workspace CSV when:** - Legal, vendor, or partner needs a one-off offline slice of cases - You can define an approved column set (status, title, queue; not free-text notes with customer PII by default) - The instance Region is one of the 10 Cases Regions **Prefer API / analytics when:** - The same extract runs weekly or feeds a warehouse - You need retention, lineage, or automated redaction - Volume exceeds what agents should select by hand **Default deny `Cases.Export`.** Grant it the way you grant bulk data download elsewhere: named roles, a change ticket, and training on column selection. Export that auto-grants View is a privilege expansion; treat it as such. > **Reproduce this:** Run the enablement checklist: [`examples/architecture-blog-2026/amazon-connect-cases-export/cases-csv-export-checklist.md`](https://www.bravelo.co/examples/architecture-blog-2026/amazon-connect-cases-export/cases-csv-export-checklist.md) (Region gate, security profile, PII column review, smoke test with and without Export). --- ## Field values and compliance notes Per AWS formatting rules: numbers and dates follow the **agent’s locale**; booleans appear as True/False; users/queues resolve to **display names**; tags join with commas; empty fields are blank cells (not a redaction marker). If you process PHI or cardholder data in Cases: - Align column allowlists with your BAA / PCI scope before anyone hits Export - Prefer tokenized or ticket IDs in vendor shares when the full case body is unnecessary - Pair with your broader [HIPAA-on-AWS architecture](https://www.bravelo.co/blog/how-to-implement-hipaa-compliant-architecture-aws/) controls, since CSV in an inbox is still data exfiltration if misrouted Retail and CX teams scaling peak contact volume should also keep architecture context from the [retail AWS guide](https://www.bravelo.co/blog/aws-for-retail-complete-guide/). > **What could break (modeled, not a cited client):** In week one after GA, ops enables **Cases - Export** on the default agent security profile so “everyone can help legal.” Within days, agents export search views that include phone and free-text notes to a third-party logistics vendor. Detection: the vendor asks a clarifying question that quotes a customer mobile number from the CSV. Fix: revoke Export from the broad profile, create a **Case Export Liaison** profile with Export + View only for two supervisors, publish an approved column list, and require ticketed approval for vendor shares. A second risk: a team in a non-Cases Region plans on the feature from a blog post and finds Cases unavailable. Check the 10-Region list first. --- ## Update, October 2026: profile layouts and cross-Region chat Two later launches change what an agent sees in the same workspace. **Customer Profiles layouts (October 22, 2026).** Admins [build layouts in Profile Explorer](https://aws.amazon.com/about-aws/whats-new/2026/10/connect-customer-customize-cp/) from Customer Profiles widgets: contact history, contact information, lifetime value calculated attributes, and an optional AI Profile Summary. Each layout is assigned to agents in place of the legacy Customer Profiles view. AWS's example: a baggage claims agent sees contact history, active flights, and baggage tickets, while a loyalty agent sees loyalty status, preferences, and upcoming flights. Profile Explorer is in **9** Regions: the **10** Cases Regions minus Tokyo. A Tokyo instance can export cases and still not get custom layouts. The announcement describes layouts as controlling what agents see. It does not say they change security profile permissions, so keep `Cases.Export` governed as described above. Decide both from one list per role: which fields that role needs on screen, and which of those it may ever take out in a CSV. **Persistent chat across linked Regions (October 23, 2026).** With [Global Resiliency](https://aws.amazon.com/about-aws/whats-new/2026/10/amazon-connect-global-resiliency-persistent-chat/), a customer can resume a persistent chat in the linked Region. Context, metadata, transcripts, and attachments carry over. AWS's example starts a chat in US East (N. Virginia) and resumes it in US West (Oregon) with the same agent and full history. You get it by onboarding to [Global routing](https://docs.aws.amazon.com/connect/latest/adminguide/global-routing-across-acgr-regions.html). It is available wherever Connect Customer Global Resiliency is supported. If your failover plan already depends on a linked Region, add a resumed-chat test to it: start a chat, attach a file, fail over, and confirm the agent in the second Region sees the transcript and the attachment. Neither announcement lists a price. ## Update, October 27, 2026: attachment previews Agents can now [preview attachments](https://aws.amazon.com/about-aws/whats-new/2026/10/connect-attachment-previews/) on a case, an email contact, or a chat contact without leaving the agent workspace. The [admin guide](https://docs.aws.amazon.com/connect/latest/adminguide/preview-attachments.html) lists what renders inline: `.pdf`; `.jpg`, `.jpeg`, `.jfif`, `.png`, `.gif`, `.webp`, `.bmp`; `.txt`, `.log`, `.csv`, `.json`, `.xml`. Office files and `.zip` show a Download button instead. `.svg` and `.html` never preview, because both can carry scripts. Two prerequisites: attachments must be enabled on the instance, and if attachment scanning is set up, a file previews only after scanning approves it. Preview is not available in custom agent apps built on the Streams API. It is in the same **10** Regions as Cases. This helps the export question above. An agent who previews a claim PDF has not saved it to a laptop. The Download button is still there, though, and the announcement describes no permission that removes it. Treat preview as a way to make downloads rarer and keep governing exports and endpoint storage as before. The announcement lists no price. --- ## Update, November 2, 2026: wait until a case field changes On November 2, 2026, the [Wait block](https://docs.aws.amazon.com/connect/latest/adminguide/wait.html) on Amazon Connect Customer gained two event types. The [announcement](https://aws.amazon.com/about-aws/whats-new/2026/10/connect-wait-block-cases-tool-events/) describes them as additions to the wait that already existed for a timeout and for an asynchronous Lambda (**Lambda returned**, which needs that invocation's RequestId). Connect Customer instances can now also wait on **Case fields updated** and **External Tool returned**. For a case, you provide the Case ID and the conditions on case fields. Set event-based wait is available when Participant Type is Default. The announcement's example holds the flow until a refund status field changes, then routes on the outcome. Case-field wait is in the same Regions as Cases: the 10 listed at the top of this post, including Africa (Cape Town). **External Tool returned** waits for an asynchronous External Tool invocation. That event follows External Tool availability: the nine Regions in the November 2 External Tool announcement, which is this list without Cape Town. How that block is configured is in [Connect AI agents: MCP tools in flows](https://www.bravelo.co/blog/amazon-connect-ai-agents-faq-self-service-2026/). On voice, an event-based Wait runs only in an inbound flow, and only when **Keep running while waiting** or **Set event-based wait** is selected. Chat, task, and email support the Wait block more broadly. The announcement lists no price. --- ## Update, November 3, 2026: new email threads from a case On November 3, 2026, Amazon Connect Customer [fills the customer's email address](https://aws.amazon.com/about-aws/whats-new/2026/11/amazon-connect-cases-email-addresses/) when an agent starts a new email thread from a case. The address comes from the linked customer profile. The announcement says this removes the lookup and the retype. It lists no price. It is in the same 10 Regions as Cases. The announcement does not say which address is used when a profile has several emails, whether the agent can edit the filled address, or what the composer shows when the linked profile has no email. Check those on a sandbox profile before you train agents on it. The same day, agents can pause and resume an email in the workspace and the CCP. The 10-pause cap, the contact-limit rule, and the flow hook are in [Connect agent UI options](https://www.bravelo.co/blog/amazon-connect-custom-agent-ui-customer-profiles-2026/). On November 4, 2026, Amazon Connect Customer [writes the case ID and reference number onto the contact record](https://aws.amazon.com/about-aws/whats-new/2026/11/amazon-connect-cases-contact-records/). Supervisors see both on the Contact Details page without opening each case. Analysts get the same fields from `DescribeContact` and from contact event streams, so a count of contacts per case no longer depends on searching cases one by one. The announcement lists no price. It is in the same 10 Regions as Cases. Use the contact record when the question is how many contacts a case generated. Keep workspace CSV export for an offline dump of the case itself. The record does not replace the Cases API. --- ## What this post doesn't cover - Amazon Connect pricing (per-minute voice, chat, Cases add-ons): verify on the current AWS pricing page for your Region. - First-party export latency or row-limit benchmarks. AWS docs describe the UI flow; we have not published a harness. - Full Cases data model design. Templates, dependent fields, and SLA clocks belong in an implementation engagement; start at [Amazon Connect consulting](https://www.bravelo.co/services/amazon-connect/). - Amazon Q in Connect prompt design, which is adjacent GenAI agent assist; linked from our [Generative AI on AWS](https://www.bravelo.co/services/generative-ai-on-aws/) and Connect service pages. --- ## What to do this week 1. Confirm your Connect instance Region is one of the **10** Cases Regions. 2. Score who truly needs offline case shares, and grant `Cases.Export` only to that set. 3. Publish an approved column allowlist; train exporters to deselect PII by default. 4. Smoke test with and without the permission using the [checklist](https://www.bravelo.co/examples/architecture-blog-2026/amazon-connect-cases-export/cases-csv-export-checklist.md). 5. Divert any recurring “email me the CSV every Monday” request into an API/analytics backlog item. 6. Review Profile Explorer layouts and export column lists together, one role at a time. 7. On a sandbox case linked to a profile, start a new email thread and read what landed in the address field. Repeat with a profile that has no email and one that has more than one, and write down what the composer does before you train agents. Need help hardening Connect Cases governance or standing up Amazon Connect end to end? FactualMinds is an AWS Select Tier Services Partner. See [Amazon Connect consulting](https://www.bravelo.co/services/amazon-connect/) or [contact us](https://www.bravelo.co/contact-us/). --- ## Related reading - [Amazon Connect Consulting](https://www.bravelo.co/services/amazon-connect/) - [HIPAA-Compliant Architecture on AWS](https://www.bravelo.co/blog/how-to-implement-hipaa-compliant-architecture-aws/) - [AWS for Retail: Complete Guide](https://www.bravelo.co/blog/aws-for-retail-complete-guide/) - [Amazon Q for Business + SharePoint / S3](https://www.bravelo.co/blog/how-to-set-up-amazon-q-for-business-sharepoint-s3/) - [Secure Remote Workforce with WorkSpaces](https://www.bravelo.co/blog/aws-vdi-secure-remote-workforce-workspaces-2026/) ## FAQ ### What did AWS ship for Amazon Connect Cases on August 4, 2026? Agents can export selected cases to a CSV file from the agent workspace case search view. They filter and select cases, choose which fields (columns) to include, and download a UTF-8 BOM file named Cases-export-YYYY-MM-DD.csv. Admins gate access with the Cases - Export security profile permission (Cases.Export). Cases is available in 10 AWS Regions listed in the What’s New post. ### When should we NOT enable Cases CSV export for all agents? Do not grant Cases.Export to every agent profile. Export is for offline share with legal, vendors, or partners, not day-to-day case work. Enabling Export also grants View case if missing, which widens read access. Default deny; grant only to roles that have a documented need to download case data. ### What could go wrong with workspace CSV exports? Common failures: agents export phone/email/notes columns to a vendor mailbox; Export enabled on a broad security profile without review; teams treating CSV dumps as a BI pipeline instead of building Cases API or analytics extracts; expecting the feature in a Region outside the 10 Cases Regions; assuming empty cells mean the field was redacted rather than blank. ### How do agents export cases to CSV? In the agent workspace, open case search, apply filters, select one or more cases, choose Export, pick columns in the modal (defaults match the visible search table), then Export again to download. At least one column is required. Spreadsheet apps such as Excel or Google Sheets can open the UTF-8 BOM CSV. ### Should we use CSV export or the Cases API for reporting? Use workspace CSV for ad-hoc stakeholder shares and one-off offline analysis. Use the Cases API, EventBridge, or your analytics stack for recurring reports, warehouse loads, and auditable automated extracts. CSV email loops do not scale and leave PII in inboxes. ### What changed in the Connect agent workspace in October 2026? On October 22, 2026 admins gained Profile Explorer layouts: chosen Customer Profiles widgets (contact history, contact information, lifetime value attributes, an optional AI Profile Summary) assigned to agents in place of the legacy view, in 9 Regions (the 10 Cases Regions minus Tokyo). On October 23, 2026 Global Resiliency added persistent chat across linked Regions, carrying context, transcripts, and attachments to the second Region through Global routing. ### Which Regions support Connect Cases export? Per the August 4, 2026 announcement: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul, Singapore, Sydney, Tokyo), and Africa (Cape Town), which is 10 Regions. If your instance is elsewhere, Cases (and this export) is not available there yet. ### Can a flow wait until a Connect case field changes? Yes, as of November 2, 2026, on Connect Customer instances. In the Wait block, under Set event-based wait, choose Case fields updated, provide the Case ID, and set the field conditions. The contact resumes when those conditions are met. This event is in the same 10 Regions as Cases, including Cape Town. On voice it runs only in an inbound flow, with Keep running while waiting or Set event-based wait selected. The announcement lists no price. External Tool returned is a separate Wait event and is limited to the nine External Tool Regions. ### Does Connect fill the email address when an agent emails from a case? As of November 3, 2026, yes, when the agent starts a new email thread from a case. Connect fills the address from the linked customer profile. The announcement does not say which address is used if the profile has several, whether the agent can edit the filled address, or what the composer shows when the profile has no email. Available in the 10 Cases Regions. No price is listed. ### Do contact records show the case they belong to? Yes, as of November 4, 2026. Amazon Connect Customer writes the case ID and the case reference number onto the contact record. Supervisors see both on the Contact Details page. Analysts read the same fields from the DescribeContact API and from contact event streams, which is how you count contacts per case. The announcement lists no price. It is available in the same 10 Cases Regions. The contact record does not replace the Cases API or a CSV export of the case itself. --- *Source: https://www.bravelo.co/blog/amazon-connect-cases-csv-export-agent-workspace-2026/*