Contact attributes appear in the conversation block (the middle panel), depending on your display rules. Standard attributes, such as queue, might be present. If you want other attributes to appear, attach the prefixagt_to the attribute.

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Add-on Contact Center

Summary: ◀▼

Use customer profiles to match incoming contacts to the right customer record, create new profiles when needed, and control how agents review or fill in profile details. You can reduce duplicate profiles by using the recommended profile creation template, and you can turn off Connect customer profiles when you only want to use end-user profiles. Contact attributes and display names are mapped from standard fields like name, email, phone number, and account number.

Zendesk recommends using Zendesk end-user profiles as your customer records in Contact Center. Use Amazon Connect Customer Profiles only when you need Connect-specific capabilities, such as outbound campaigns. To use only Zendesk end-user profiles, see Turning off Connect customer profiles.
Customer profile information from Amazon Connect appears in the Customer details panel in the Contact Center application. Depending on your configuration, Contact Center can match incoming contacts to existing customer profiles and create a profile when no match is found. The contact name is based on specific attributes, and there are fallback values if the attributes are unavailable.

Contact attributes appear in the conversation block (the middle panel), depending on your display rules. Standard attributes, such as queue, might be present. If you want other attributes to appear, attach the prefix agt_ to the attribute.

This article contains the following topics:

  • Turning off Amazon Connect customer profiles
  • Matching incoming contacts to customer profiles
  • Configuring customer profile creation
  • Preventing duplicate customer profiles
  • About the display name for contacts

Turning off Amazon Connect customer profiles

Zendesk recommends using Zendesk end-user profiles as your customer records in Contact Center. Turn off Amazon Connect Customer Profiles unless you need capabilities that are specific to Amazon Connect.

To turn off Connect customer profiles
  1. Contact Zendesk Customer Support to update your Contact Center instance to add the option to disable Connect customer profiles.

    Before proceeding to the next step, wait for Zendesk to confirm that the flags have been configured.

  2. In Contact Center, click the profile button (), then click Admin settings.
  3. Click the Settings icon (), then click the Workflows tab.
  4. Select the default workflow, then click Edit.
  5. Under Profile Creation Rules, select Never create profiles.
  6. Under Profile Search, select Disable Profile Search during matching.
  7. Ask agents to sign out and then sign back in to apply the changes.

    Agents will no longer have the option or requirement to choose a customer profile before closing a call.

Matching incoming contacts to customer profiles

When a contact is routed to an agent, Contact Center uses contact attributes to match the contact to an existing profile. All profiles are searched for matches, using the profile ID, the phone number, and all of the attributes you select in the configuration.
  • If a single match is found, the contact is automatically associated with that profile.
  • If multiple matches are found, the agent can select the correct profile.
  • If no matching profile is found, Contact Center creates a profile or prompts the agent to create one, depending on the profile creation settings.
To select the attributes for profile matching
  1. In Contact Center, click the profile button (), then click Admin settings.
  2. Click the Settings icon (), then click the Customer Profiles tab.
  3. Under Matching Rules, select the optional attributes you want to use.

    The following attributes are always selected and can’t be cleared:

    • Profile ID: Attribute name is _profileid.

    • Phone number (voice channels): The inbound phone number is used for calls.

    You can select the following additional attributes:

    • Contact Center Messaging Channels: Attributes are automatically populated.

    • Phone number (non-voice channels): Attribute name is PhoneNumber, can be used for non-voice channels.

    • Account number: Attribute name is AccountNumber.

    • Email address: Attribute name is EmailAddress.

    • Salesforce Contact ID: Attribute name is sfdcContactId.

    • Zendesk User ID: Attribute name is zendesk_user_id.

  4. Click Save settings.

Configuring customer profile creation

When creating a new customer profile, agents can update standard profile attributes only, they cannot add customer profile attributes. After a profile is created, it cannot be edited. When creating profiles, any contact attributes with the same name are mapped to the customer profile. See the list of available profile attributes.

Contact Center doesn't update profile attributes for existing profiles, rather it associates the current ContactID to make the history accessible. Agents cannot alter attributes. Any updates should be made in Lambdas in contact flows, either before the agent receives the contact or as a task (possibly with an approval step).

To configure customer profile creation
  1. In Contact Center, click the profile button (), then click Admin settings.
  2. Click the Settings icon (), then click the Workflows tab.
  3. Select the default workflow, then click Edit.
  4. Under Profile Creation Rules, select how you want to control profiles.

    These are the options available:

    • Automatically create profiles

    • Prompt agents to review before creating new profiles

    • Allow agents to fill in standard attributes before creating new profiles

Preventing duplicate customer profiles

You can prevent duplicate customer profiles by using the CTR-NoInferred template for profile creation. See Contact record templates in Amazon Connect Customer Profiles in the AWS documentation.

To set the template for profile creation and auto association
  1. In your AWS Management Console, select Business Applications > Amazon Connect Customer instances.
  2. Click the instance alias you want to update.
  3. Click Applications > Customer Profiles, then select View details on the Customer Profiles domain.
  4. In Domain details, click Edit on the Profile creation and auto-association section.
  5. Select Create limited profiles and auto-associate profiles as the contact record behavior.

  6. Click Save.

In the case of duplicate profiles, Amazon Connect provides tools to consolidate profiles automatically. See Use Identity Resolution to consolidate similar profiles in Amazon Connect in the AWS documentation.

About the display name for contacts

The customer name is displayed in several places in Contact Center.

The display name uses the FirstName and LastName attributes in the customer profile. If the first name and last name are not available, other attributes are used.

The following profile attributes are used as the display name, in this order:

  1. FirstName + LastName
  2. EmailAddress
  3. PhoneNumber
  4. AccountNumber

If none of the profile attributes are available, contact attributes are used, in this order:

  1. FullName
  2. EmailAddress
  3. PhoneNumber
  4. AccountNumber
  5. Contacts Phone Number (for calls only)
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