How to reference contact attributes

The way you reference contact attributes depends on how they were created and how you are accessing them.

• For the JSON syntax for each attribute, see List of available contact attributes and their JSONPath reference.

• To reference attributes that contain special characters in their name, such as spaces, place brackets and single quotations around the attribute name. For example: $.Attributes.['user attribute name'].

• To reference attributes in the same namespace, such as a system attribute, you use the attribute name, or the name you specified as the Destination key.

• To reference values in a different namespace, such as referencing an external attribute, you specify the JSONPath syntax to the attribute.

• To use contact attributes to access other resources, set a user-defined attribute in your flow and use the Amazon Resource Name (ARN) of the resource you want to access as the value for the attribute.

Lambda examples

• To reference a customer name from a Lambda function lookup, use $.External.AttributeKey, replacing AttributeKey with the key (or name) of the attribute returned from the Lambda function.

• To use an Amazon Connect prompt in a Lambda function, set a user-defined attribute to the ARN for the prompt, and then access that attribute from the Lambda function.

Amazon Lex examples

• To reference an attribute from an Amazon Lex bot, you use the format $.Lex. and then include the part of the Amazon Lex bot to reference, such as $.Lex.IntentName.

• To reference the customer input to an Amazon Lex bot slot, use $.Lex.Slots.slotName, replacing slotName with the name of the slot in the bot.

Set contact attribute example

Use a Set contact attributes block to set a value that is later referenced in a flow. For example, create a personalized greeting for customers routed to a queue based on the type of customer account. You could also define an attribute for a company name or line of business to include in the text to speech strings said to a customer. The Set contact attributes block is useful for copying attributes retrieved from external sources to user-defined attributes.

To set a contact attribute with a Set contact attributes block

1. In Amazon Connect, choose Routing, Contact flows.

2. Select an existing flow, or create a new one.

3. Add a Set contact attributes block.

4. Edit the Set contact attributes block, and choose Use text.

5. For the Destination key, provide a name for the attribute, such as Company. This is the value you use for the Attribute field when using or referencing attributes in other blocks. For the Value, use your company name.

   You can also choose to use an existing attribute as the basis for creating the new attribute.