Set up integration for Segment to provide periodic updates to Amazon Connect Customer Profiles
To provide periodic updates to Amazon Connect Customer Profiles, you can integrate with Segment using Amazon AppFlow. You first set up the connection in Amazon Connect and Segment, and then verify the Segment integration.
Set up the connection in Amazon Connect and Segment
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Open the Amazon Connect console at https://console.aws.amazon.com/connect/
. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Amazon Connect URL. The following image shows the Amazon Connect virtual contact center instances page, with a box around the instance alias.
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In the navigation pane, choose Customer profiles.
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On the Customer profiles configuration page, choose Add integration.
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On the Select data source page, choose Segment. Review the application requirements that are listed on the Select application page.
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On the Establish connection page, choose one of the following:
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Use existing connection: This allows you to reuse existing Amazon EventBridge resources that you may have created in your AWS account.
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Create new connection: Enter the information required by the external application.
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Connection name: Provide a name for your connection. The connection name is referenced by integrations that use this connection.
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Connection URL: Enter your application connection URL. This URL is used for deep-linking into the objects created in your external application. The connection URL is the Segment workspace URL available on the application website.
To find your workspace URL:
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Log in to your segment.com account.
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Go to Settings, General settings.
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Copy the URL from your browser.
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Customer Profiles uses Amazon EventBridge for integrations with Segment. On the Source set up page, copy your AWS account ID to your clipboard, and then choose Log in to Segment to configure Amazon EventBridge.
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Use the following instructions to set up Segment:
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Log in to Segment.
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In your application, select a source to set up the destination to Amazon EventBridge.
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Paste in your AWS account ID and select your AWS Region.
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Toggle ON, to activate your partner event source.
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Go to Event Tester, and send a test event to complete activating your partner event source.
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Client ID: This is a string that uniquely distinguishes the client in your external application. This client ID is the Source Name available on the application website. You use the ID that you specify to identify the client that you want Customer Profiles to ingest your objects from.
To find your source ID:
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Go to Sources, and choose a source.
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Go to Settings, API Keys.
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Copy your Source ID.
After you set up the event source destination, return to the Customer Profiles console and paste the Client ID.
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You will see an alert that indicates Amazon Connect has successfully connected with Segment.
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On the Integration options page, choose which source objects you want to ingest and select their object type.
Object types store your ingested data. They also define how objects from your integrations are mapped to profiles when they are ingested. Customer Profiles provides default object type templates you can use that define how attributes in your source objects are mapped to the standard objects in Customer Profiles. You can also use the object mappings that you've created from the PutProfileObjectType.
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For the Ingestion start date, Customer Profiles starts ingesting records created after the integration is added.
Note
If you need historical records, you can use Amazon S3 as an integration source to import them.
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On the Review and integrate page, check that the Connection status says Connected, and then choose Add integration.
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After the integration is set up, back on the Customer profiles configuration page, the Integrations page displays which integrations are currently set up. The Last run and Integration health are not currently available for this type of integration.
To see what data is being sent, choose the integration and+ then choose View objects .
Verify your Segment integration
To perform this step you need the following prerequisites:
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Access to your Segment workspace.
To verify your Segment integration
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Go to your Segment workspace dashboard and choose Destinations.
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You will see a list of destinations where that Segment sends data. Choose the EventBridge destination for Customer Profiles.
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Choose the Event Tester tab. From this page you will send a test event to Customer Profiles. The event is ingested and turned into a customer profile that you can view in the Amazon Connect agent application.
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Select Identify as the event type, and select Event Builder as your input method.
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You can specify a User ID and some traits. Agents can search for these traits in the agent application.
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Choose Send Event.
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The event delivery should be almost instantaneous but allow it a minute for it to be delivered and create a customer profile.
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Open the Amazon Connect agent application. Search for the user ID you entered in the Event Builder. You should be able to see the customer profile with the user ID and the traits you entered.
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If you cannot see the customer profile, then there is a problem with your integration. To troubleshoot:
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Go to the Amazon EventBridge console.
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Check whether the EventSource is Active and the matching EventBus exists and is running.
If these are working, contact AWS Support for assistance investigating the issue.
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Monitor your Customer Profiles integrations
After your connection is established, if it stops working, delete the integration and then re-establish it.
What to do if objects aren't being sent
If an object fails to be sent, choose Flow details to learn more about what's gone wrong.
You may need to delete the configuration and re-connect to the external application.
