Integrate external applications with Customer Profiles

Amazon Connect provides a set of pre-built integrations powered by Amazon AppFlow. After you enable Amazon Connect Customer Profiles, you can use these integrations to combine information from external applications such as Salesforce or Zendesk, with contact history from Amazon Connect. This creates a customer profile that has all the information agents need during customer interactions in a single place.

You can also use Customer Profiles in Amazon AppFlow. Amazon AppFlow supports CustomerProfiles as a destination. You can use Amazon AppFlow APIs to send data into Customer Profiles using CustomerProfiles as the destination name.

Before you begin, make sure you are using a customer managed key. For more information about configuring KMS keys, see Create a KMS key to be used by Customer Profiles to encrypt data (required).

1. Open the Amazon Connect console at https://console.aws.amazon.com/connect/.

2. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Amazon Connect URL.

   

3. In the navigation pane, choose Customer profiles.

4. On the Customer profiles configuration page, choose Add integration.

   

5. On the Select application page, choose which external application you want to get customer profiles data from. Select Read and acknowledge to indicate you understand the connection requirements for your application.

   

6. On the Establish connection page, choose one of the following:

   • Use existing connection: This allows you to reuse existing Amazon AppFlow resources you may have created in your AWS account..

   • Create new connection: Enter the information required by the external application.

   

7. On the Review and integrate page, check that the Connection status says Connected, and then choose Create integration.

   

8. After the integration is set up, back on the Customer profiles configuration page, choose View objects to see what data is being batched and sent. Currently, this process ingests records that were created or modified in the last 30 days.

   

Monitor your Customer Profile 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.

Delete/stop Customer Profile integrations

If at any time you want to stop the ingestion of customer profile data, choose the application and then choose Delete.

• To delete customer profiles data for a specific integration, use the DeleteObjectType API.

• To delete the integrations, customer profiles, and all the customer profile data, use the DeleteDomain API.

To re-enable the ingestion of customer profile data, go through the setup steps again.