List of available contact attributes and their JSONPath reference

The following tables describe the contact attributes available in Amazon Connect.

The JSONPath reference for each attribute is provided so you can create dynamic text strings.

System attributes

These are predefined attributes in Amazon Connect. You can reference system attributes, but you cannot create them.

Not all blocks in a flow support using System attributes. For example, you cannot use a System attribute to store customer input. Instead, use a user-defined attribute to store the data input by a customer.

Attribute	Description	Type	JSONPath Reference
Customer number	The customer's phone number. When used in an outbound whisper flow, this is the number that the agents dialed to reach the customer. When used in inbound flows, this is the number from which the customer placed the call. This attribute is included in contact records. When used in a Lambda function, it's included in the input object under CustomerEndpoint.	System	$.CustomerEndpoint.Address
Customer ID	The customer's identification number.	System	$.CustomerId
Dialed number	The number the customer dialed to call your contact center. This attribute is included in contact records. When used in a Lambda function, it's included in the input object under SystemEndpoint.	System	$.SystemEndpoint.Address
Customer callback number	The number that Amazon Connect uses to call back the customer. This number can be the one used for a queued callback, or when an agent is dialing from the CCP. Transfer to callback queue functionality, or for an agent dialing from the CCP. The default value is the number that the customer used to call your contact center. However, it can be overwritten with the Set callback number block. This attribute is not included in contact records, and it's not accessible in Lambda input. However, you can copy the attribute to a user-defined attribute with the Set contact attribute block, which is included in contact records. You can also pass this attribute as a Lambda input parameter in an Invoke AWS Lambda function block, which is not included in contact records.	System	not applicable
Stored customer input	An attribute created from the most recent invocation of a Store customer input block. The attribute values created from the most recent Store customer input block invocation. This attribute is not included in contact records, and is not accessible in Lambda input. You can copy the attribute to a user-defined attribute with the Set contact attribute block, which is included in contact records. You can also pass this attribute as a Lambda input parameter in an Invoke AWS Lambda function block,	System	not applicable
Queue name	The name of the queue.	System	$.Queue.Name
Queue ARN	The ARN for the queue.	System	$.Queue.ARN
Queue outbound number	The Outbound caller ID number for the selected queue. This attribute is only available in outbound whisper flows.	System
Text to speech voice	The name of the Amazon Polly voice to use for text-to-speech in a contact flow.	System	$.TextToSpeechVoiceId
Contact id	The unique identifier of the contact.	System	$.ContactId
Initial Contact id	The unique identifier for the contact associated with the first interaction between the customer and your contact center. Use the initial contact ID to track contacts between flows.	System	$.InitialContactId
Task Contact id	The unique identifier for the task contact. Use the task contact ID to track tasks between flows.	System	$.Task.ContactId
Previous Contact id	The unique identifier for the contact before it was transferred. Use the previous contact ID to trace contacts between flows.	System	$.PreviousContactId
Channel	The method used to contact your contact center: VOICE, CHAT, TASK.	System	$.Channel
Instance ARN	The ARN for your Amazon Connect instance.	System	$.InstanceARN
Initiation method	How the contact was initiated. Valid values include: INBOUND, OUTBOUND, TRANSFER, CALLBACK, QUEUE_TRANSFER, DISCONNECT, and API. Initiation method doesn't work in Agent whisper flows or Customer whisper flows.	System	$.InitiationMethod
Name	The name of the task.	System	$.Name
Description	A description of the task.	System	$.Description
References	Links to other documents that are related to a contact.	System	$.References.ReferenceKey.Value and $.References.ReferenceKey.Type where ReferenceKey is the user-defined Reference name.
Language	The language of content. Use the standard java.util.Locale. For example, en-US for United States English, jp-JP for Japanese, etc.	System	$.LanguageCode
System Endpoint Type	The type of the system endpoint. Valid value is TELEPHONE_NUMBER.	System	$.SystemEndpoint.Type
Customer Endpoint type	The type of the customer endpoint. Valid value is TELEPHONE_NUMBER.	System	$.CustomerEndpoint.Type
Queue Outbound Caller ID number	The outbound caller ID number defined for the queue. This can be useful for reverting the caller ID after setting a custom caller ID.	System	$.Queue.OutboundCallerId.Address
Queue Outbound Caller ID number type	The type of the outbound caller ID number. Valid value is TELEPHONE_NUMBER.	System	$.Queue.OutboundCallerId.Type

Agent attributes

The following table lists the agent attributes available in Amazon Connect.

Attribute	Description	Type	JSONPath Reference
Agent User name	The user name an agent uses to log in to Amazon Connect.	System	$.Agent.UserName
Agent First name	The agent’s first name as entered in their Amazon Connect user account.	System	$.Agent.FirstName
Agent Last name	The agent’s last name as entered in their Amazon Connect user account.	System	$.Agent.LastName
Agent ARN	The ARN of the agent.	System	$.Agent.ARN

Note

When you use an agent contact attribute in a Transfer to agent flow, the agent attributes reflect the target agent, not the one who initiated the transfer.

Agent attributes are available only in the following types of flows:

• Agent whisper

• Customer whisper

• Agent hold

• Customer whisper

• Outbound whisper

• Transfer to agent. In this case, the agent attributes reflect the target agent, not the one who initiated the transfer.

Agent attributes are not available in the following flow types:

• Customer queue

• Transfer to queue

• Inbound flow

Queue attributes

These system attributes are returned when you use a Get queue metrics block in your flow.

If there is no current activity in your contact center, null values are returned for these attributes.

Attribute	Description	Type	JSONPath Reference
Queue name	The name of the queue for which metrics were retrieved.	System	$.Metrics.Queue.Name
Queue ARN	The ARN of the queue for which metrics were retrieved.	System	$.Metrics.Queue.ARN
Contacts in queue	The number of contacts currently in the queue.	System	$.Metrics.Queue.Size
Oldest contact in queue	For the contact that has been in the queue the longest, the length of time that the contact has been in the queue, in seconds.	System	$.Metrics.Queue.OldestContactAge
Agents online	The number of agents currently online, which means logged in and in any state other than offline.	System	$.Metrics.Agents.Online.Count
Agents available	The number of agents whose state is set to Available.	System	$.Metrics.Agents.Available.Count
Agents staffed	The number of agents currently staffed, which is agents logged in and in Available, ACW, or Busy states.	System	$.Metrics.Agents.Staffed.Count
Agents in After contact work	The number of agents currently in the ACW state.	System	$.Metrics.Agents.AfterContactWork.Count
Agents busy	The number of agents currently active on a contact.	System	$.Metrics.Agents.Busy.Count
Agents missed count	The number of agents in the Missed state, which is the state an agent enters after a missed contact.	System	$.Metrics.Agents.Missed.Count
Agents in non-productive state	The number of agents in a non-productive (NPT) state.	System	$.Metrics.Agents.NonProductive.Count

Telephony call metadata attributes (call attributes)

Telephony metadata provides additional information related to call origination from telephony carriers.

Attribute	Description	Type	JSONPath Reference
P-Asserted-Identity	The source of the end user.	System	$.Media.Sip.Headers.P-Asserted-Identity
P-Charge-Info	The party responsible for the charges associated with the call.	System	$.Media.Sip.Headers.P-Charge-Info
From	The identity of the end user associated with the request.	System	$.Media.Sip.Headers.From
To	Information about the called party or the recipient of the request.	System	$.Media.Sip.Headers.To
ISUP-OLI	Originating Line Indicator (OLI). Shows the type of line placing call (for example, PSTN, 800 service call, wireless/cellular PCS, payphone).	System	$.Media.Sip.Headers.ISUP-OLI
JIP	Jurisdiction Indication Parameter (JIP). Indicates geographic location of caller/switch. Example value: 212555	System	$.Media.Sip.Headers.JIP
Hop-Counter	Hop Counter. Example value: 0	System	$.Media.Sip.Headers.Hop-Counter
Originating-Switch	Originating Switch. Example value: 710	System	$.Media.Sip.Headers.Originating-Switch
Originating-Trunk	Originating Trunk. Example value: 0235	System	$.Media.Sip.Headers.Originating-Trunk
Call-Forwarding-Indicator	Call Forwarding Indicators (for example, Diversion header). Indicates domestic or international origin of call. Example value: sip:[e-mail];reason=unconditional	System	$.Media.Sip.Headers.Call-Forwarding-Indicator
Calling-Party-Address	Calling Party Address (number). NPAC dip shows true line type and native geographic switch. Example value: 15555555555;noa=4	System	$.Media.Sip.Headers.Calling-Party-Address
Called-Party-Address	Called Party Address (number). Example value: 15555555555;noa=4	System	$.Media.Sip.Headers.Called-Party-Address

Note

The availability of telephony metadata is not consistent across all telephony providers and may not be available in all cases. This may result in empty values.

Media streams attributes

The following table lists the attributes that you can use to identify the location in the live media stream where the customer audio starts and stops.

Attribute	Description	Type	JSONPath Reference
Customer audio stream ARN	The ARN of the Kinesis Video stream used for Live media streaming that includes the customer data to reference.	Media streams	$.MediaStreams.Customer.Audio.StreamARN
Customer audio start timestamp in the Kinesis video stream used for Live media streaming.	When the customer audio stream started.	Media streams	$.MediaStreams.Customer.Audio.StartTimestamp
Customer audio stop timestamp	When the customer audio stream stopped the Kinesis video stream used for Live media streaming.	Media streams	$.MediaStreams.Customer.Audio.StopTimestamp
Customer audio start fragment number	The number that identifies the Kinesis Video Streams fragment, in the stream used for Live media streaming, in which the customer audio stream started.	Media streams	$.MediaStreams.Customer.Audio.StartFragmentNumber

Amazon Lex contact attributes

The following table lists the attributes that are returned from Amazon Lex bots.

Attribute	Description	Type	JSONPath Reference
Alternate Intents	List of alternate intents available from Amazon Lex. Each intent has a corresponding confidence score and slots to fill.	Lex	$.Lex.AlternateIntents.x.IntentName $.Lex.AlternateIntents.x.IntentConfidence $.Lex.AlternateIntents.x.Slots $.Lex.AlternateIntents.y.IntentName $.Lex.AlternateIntents.y.IntentConfidence $.Lex.AlternateIntents.y.Slots $.Lex.AlternateIntents.z.IntentName $.Lex.AlternateIntents.z.IntentConfidence $.Lex.AlternateIntents.z.Slots
Intent Confidence Score	The intent confidence score returned by Amazon Lex.	Lex	$.Lex.IntentConfidence.Score
Intent name	The user intent returned by Amazon Lex.	Lex	$.Lex.IntentName
Sentiment Label	The inferred sentiment that Amazon Comprehend has the highest confidence in.	Lex	$.Lex.SentimentResponse.Label
Sentiment scores	The likelihood that the sentiment was correctly inferred.	Lex	$.Lex.SentimentResponse.Scores.Positive $.Lex.SentimentResponse.Scores.Negative $.Lex.SentimentResponse.Scores.Mixed $.Lex.SentimentResponse.Scores.Neutral
Session attributes	Map of key-value pairs representing the session-specific context information.	Lex	$.Lex.SessionAttributes.attributeKey
Slots	Map of intent slots (key/value pairs) Amazon Lex detected from the user input during the interaction.	Lex	$.Lex.Slots.slotName
Dialog state	The last dialog state returned from an Amazon Lex bot. The value is 'Fulfilled' if an intent was returned to the flow.	N/A (no type appears in the UI)	$.Lex.DialogState

Case contact attributes (Preview)

The following table lists the attributes that are used with Amazon Connect Cases.

Attribute	Description	Type	JSONPath Reference	Where the data comes from
Case ID	Unique Identifier of the case in UUID format (for example, 689b0bea-aa29-4340-896d-4ca3ce9b6226)	text	$.Case.case_id	Amazon Connect
Case Reason	The reason for opening the case	single-select	$.Case.case_reason	Agent
Customer	The API is a customer profile ID. On the Cases: Fields page, the customer's name is displayed.	text	$.Case.customer_id	Amazon Connect
Date/Time Closed	The date and time the case was last closed. It does not guarantee that a case is closed. If a case is reopened, this field contains the date/time stamp of the last time the status was changed to closed.	date-time	$.Case.last_closed_datetime	Amazon Connect
Date/Time Opened	The date and time the case was opened.	date-time	$.Case.created_datetime	Amazon Connect
Date/Time Updated	The date and time the case was last updated.	date-time	$.Case.last_updated_datetime	Amazon Connect
Reference number	A friendly number for the case in 8-digit numeric format. Reference numbers (unlike the Case ID) are not guaranteed to be unique. We recommend that you identify the customer and then collect the reference number to correctly find the right case.	text	$.Case.reference_number	Agent
Status	Current status of the case	text	$.Case.status	Agent
Summary	Summary of the case	text	$.Case.summary	Agent
Title	Title of the case	text	$.Case.title	Agent

Lambda contact attributes

Lambda attributes are returned as key-value pairs from the most recent invocation of an Invoke AWS Lambda function block. External attributes are overwritten with each invocation of the Lambda function.

To reference external attributes in JSONPath, use:

• $.External.attributeName

where AttributeName is the attribute name, or the key of the key-value pair returned from the function.

For example, if the function returns a contact ID, reference the attribute with $.External.ContactId. When referencing a contact ID returned from Amazon Connect, the JSONPath is $.ContactId.

Note

Note the inclusion of .External in the JSONPath reference when the attribute is external to Amazon Connect. Make sure to match the case for attribute names returned from external sources.

For more information about using attributes in Lambda functions, see Invoke AWS Lambda functions.

These attributes are not included in contact records, not passed to the next Lambda invocation, and not passed to the CCP for screenpop information. However, they can be passed as Lambda function inputs on an Invoke AWS Lambda function block, or copied to user-defined attributes via the Set contact attributes block. When used in Set contact attributes blocks, the attributes that are copied are included in contact records, and can be used in the CCP.

User-defined attributes

For all other attributes Amazon Connect defines the key and value. For user-defined attributes, however, you provide a name for the key and the value.

Use user-defined attributes in situations where you want to store values in a contact flow, and then refer to those values later. For example, if you integrate Amazon Connect and a CRM or other system, you might want to get input from the customer such as their member number. Then you can use that member number retrieve information about the member from the CRM, and/or use the member number throughout the flow, etc.

Attribute	Description	Type	JSONPath Reference
Any name you choose	A user-defined attribute has two parts: Destination key: this is any name you choose for the key. However, the $ and . (period) characters are not allowed because they are both used in defining the attribute paths in JSONPath. Value: this is can be any value you choose. You can enter several paragraphs worth of text if you want! (For the Max size of the contact record attributes section, see Feature specifications.)	User-defined	$.Attributes.name_of_your_destination_key

To create user-defined attributes, use the Set contact attributes block.

Apple Messages for Business attributes

Use the following contact attributes to route Apple Business Chat customers. For example, if you have different lines of business using Apple Business Chat, you can branch to different flows based on the AppleBusinessChatGroup contact attribute. Or, if you want to route Apple Business Chat messages differently from other chat messages, you can branch based on MessagingPlatform.

Attribute	Description	Type	JSON
MessagingPlatform	The messaging platform from where the customer request originated. Exact value: AppleBusinessChat	User-defined	$.Attributes.MessagingPlatform
AppleBusinessChatCustomerId	The customer’s opaque ID provided by Apple. This remains constant for the AppleID and a business. You can use this to identify if the message is from a new customer or a returning customer.	User-defined	$.Attributes.AppleBusinessChatCustomerId
AppleBusinessChatIntent	You can define the intent or purpose of the chat. This parameter is included in a URL that initiates a chat session in Messages when a customer chooses the Business Chat button.	User-defined	$.Attributes.AppleBusinessChatIntent
AppleBusinessChatGroup	You define the group which designates the department or individuals best qualified to handle the customer’s particular question or problem. This parameter is included in a URL that initiates a chat session in Messages when a customer chooses the Business Chat button.	User-defined	$.Attributes.AppleBusinessChatGroup
AppleBusinessChatLocale	Defines the language and AWS Region preferences that the user wants to see in their user interface. It consists of a language identifier (ISO 639-1) and a Region identifier (ISO 3166). For example, en_US.	User-defined	$.Attributes.AppleBusinessChatLocale

Customer Profiles attributes

Use the following contact attributes to autopopulate customer profiles in the agent app using the value of your choosing.

Attribute	Description	Type	JSONPath Reference
profileSearchKey	A user-defined attribute that has two parts: Destination key: this is any name you choose for the key. However, the $ and . (period) characters are not allowed because they are both used in defining the attribute paths in JSONPath. Value: this is can be any value you choose. You can enter several paragraphs worth of text if you want! (For the Max size of the contact record attributes section, see Feature specifications.)	User-defined	$.Attributes.name_of_your_destination_key