createRelatedItem

Creates a related item (comments, tasks, and contacts) and associates it with a case.

There's a quota for the number of fields allowed in a Custom type related item. See Amazon Connect Cases quotas.

Use cases

Following are examples of related items that you may want to associate with a case:

• Related contacts, such as calls, chats, emails tasks

• Comments, for agent notes

• SLAs, to capture target resolution goals

• Cases, to capture related Amazon Connect Cases

• Files, such as policy documentation or customer-provided attachments

• Custom related items, which provide flexibility for you to define related items that such as bookings, orders, products, notices, and more

Important things to know

• If you are associating a contact to a case by passing in Contact for a type, you must have DescribeContact permission on the ARN of the contact that you provide in content.contact.contactArn.

• A Related Item is a resource that is associated with a case. It may or may not have an external identifier linking it to an external resource (for example, a contactArn). All Related Items have their own internal identifier, the relatedItemArn. Examples of related items include comments and contacts.

• If you provide a value for performedBy.userArn you must also have DescribeUser permission on the ARN of the user that you provide.

• The type field is reserved for internal use only.

Endpoints: See Amazon Connect endpoints and quotas.