Contact block: Customer profiles - Amazon Connect

Contact block: Customer profiles

Description

  • Enables you to retrieve, create, and update a customer profile.

  • You can configure the block to retrieve profiles by phone number or email.

  • When a customer profile is retrieved, the Response fields are stored in the contact attributes for that customer.

  • You can also reference the Response fields by using the following JSONPath: $.Customer. For example, $.Customer.City.

  • The following examples show how you might use this block:

    • Use a Play prompt block after retrieving a profile to provide a personalized call or chat experience by referencing the supported profile fields.

    • Use a Check contact attributes block after retrieving a profile to route a contact based on the value of the profile field.

Supported channels

The following table lists how this block routes a contact that is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes

Task

Yes

Contact flow types

You can use this block in the following contact flow types:

  • All flow types

Properties

Under Action, choose from the following options:

  • Get profile

  • Create a profile

  • Update a profile

Use the options under Response fields to identify objects that agents can search on when they use the agent application.

The Action and Response fields correspond to the request and response fields of the Profile API.

Configuration tips

  • Before using this block, make sure Customer Profiles is enabled for your Amazon Connect instance. For instructions, see Use Customer Profiles.

  • A contact is routed down the Error branch in the following situations:

    • Customer Profiles is not enabled for your Amazon Connect instance.

    • Request data values are not valid. The request values cannot be over 255 characters.

    • The Customer Profiles API request has been throttled.

    • Customer Profiles is having availability issues.

Configured block

When this block is configured, it looks similar to the following image: