Hidden field conditions
You can create dynamic case templates that show or hide fields based on other field values, improving the user experience and reducing complexity for agents.
To make a field conditionally hidden, you first set up a hidden field condition. Then, on a case template, choose which field the hidden field condition should apply to.
For example, you may want to hide the Advanced Configuration field unless the user selects Advanced as the User Level. To achieve this you would:
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Create a hidden field condition based on whether the User Level field equals Advanced.
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Apply the hidden field condition to the Advanced Configuration field on the case template.
This feature provides a lot of flexibility. Here are a few other examples you can set up:
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If Case Type = Basic, hide the Priority field.
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If Customer Type = Internal, hide the Billing Address fields.
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If Status = Draft, hide the Approval fields.
You can apply hidden field conditions to multiple fields on a template.
Step 1: Create hidden field conditions
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Log in to the Amazon Connect admin website with an Admin account, or an account assigned to a security profile that has the following permission in it's security profile: Cases - Case Templates - Create.
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On the left navigation menu, choose Agent applications, Case field conditions.
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Choose New Field Condition.
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On the Create new field condition page, select Hidden as the condition type.
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Use the Source field dropdown list to choose the field you want to evaluate for the condition.
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You can add up to 5 field conditions and choose whether they are fulfilled by AND or OR conditions, by clicking the Add Condition button.
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Configure the visibility settings:
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Default visibility: Choose whether the field is hidden or shown when no conditions match
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Show field when: Define the conditions that will show the field
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Choose the operator and the value to check.
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You can add up to 5 field conditions and choose whether they are fulfilled by AND or OR conditions, by clicking the Add Condition button.
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Choose Save, and then proceed to the next step to add the condition to your template.
Step 2: Add hidden field conditions to a template
In this step, you specify which case fields the hidden condition will apply to.
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Log in to the Amazon Connect admin website with an Admin account, or an account assigned to a security profile that has the following permission in it's security profile: Cases - Case Templates - Create or Edit.
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On the left navigation menu, choose Agent applications, Case templates.
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Choose the case template you want to apply the condition to.
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In the Fields section, choose the settings icon next to the field you want to apply the condition to.
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In the Modify field conditions for [field] use the dropdown box to choose the hidden condition you want to apply to the field.
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Choose Apply, and then choose Save to save the change to the template.
Example hidden field conditions
Example 1: Hide advanced options unless user selects advanced mode
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Create the following condition: If User Level equals Advanced, then show the field. Otherwise, hide the field by default.
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Assign this condition to the Advanced Configuration field on the cases template.
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Result: Advanced Configuration will only be visible when agents select Advanced in the User Level.
Example 2: Hide billing fields for internal customers
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Create the following condition: If Customer Type does not equal Internal, then show the field. If Customer Type equals Internal, hide the field.
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Assign this condition to the Billing Address field on the cases template.
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Result: Billing Address will be hidden when the Customer Type is set to Internal.
Example 3: Hide approval fields for draft cases
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Create the following condition: If Status does not equal Draft, then show the field. If Status equals Draft, hide the field.
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Assign this condition to the Approval field on the cases template.
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Result: Approval will be hidden until the case Status changes from Draft.
APIs for hidden field conditions
Use the following APIs to programmatically create hidden field conditions:
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CreateCaseRule: Creates the hidden field condition using the "hidden" rule type.
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CreateTemplate or UpdateTemplate: Associate the hidden field condition with the case template.
