Connect Cases CSV Export (Aug 2026): Stop Emailing Case Screenshots

On August 4, 2026, AWS announced that Amazon Connect Customer Cases can export to CSV from the agent workspace. 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 page.

What shipped on August 4, 2026

Docs: Export cases to CSV · Cases security profile permissions.

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.

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 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.

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 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, 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. 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 on a case, an email contact, or a chat contact without leaving the agent workspace. The admin guide 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.

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.
• Amazon Q in Connect prompt design, which is adjacent GenAI agent assist; linked from our 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.
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.

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 or contact us.

Related reading

• Amazon Connect Consulting
• HIPAA-Compliant Architecture on AWS
• AWS for Retail: Complete Guide
• Amazon Q for Business + SharePoint / S3
• Secure Remote Workforce with WorkSpaces

Frequently asked questions