Search by custom contact attributes - Amazon Connect

Search by custom contact attributes

You can create search filters based on custom contact attributes (also called user-defined contact attributes). For example, if you add AgentLocation and InsurancePlanType to your contact records (CTR) as custom attributes, you can search for contacts with specific values in these attributes, such as calls handled by agents located in Seattle, or calls made by customers who purchased homeowners insurance.

Required permissions to configure searchable contact attributes

By default, a custom attribute isn't indexed until someone with appropriate permissions, such as an admin or manager, specifies it should be searchable. You grant permissions to select users so they can configure which custom contact attributes can be added as a search filter.

Assign the following permissions to their security profile:

  • Contact search: Controls basic access to the Contact search page.

  • Contact attributes: Allows users to view contact attributes. Also controls access to the search filters based on contact attributes.

  • Configure searchable contact attributes - All: People who have this permission determine what custom data will be searchable (by people who have the Contact attributes permission). It allows them to access the following configuration page:

Configure searchable custom contact attributes

  1. On the Contact search page, choose Add filter, Custom contact attribute. Only people with Configure searchable contact attributes permissions in their security profile see this option.

  2. The first time you choose Custom contact attribute, the following box appears, indicating no attributes have been configured for this Amazon Connect instance. Choose Specify searchable attribute keys.

  3. In the Attribute key box, type the name of your custom attribute, and then choose Add key.

    Important

    You must type the exact key name. It is case sensitive.

  4. When finished, choose Save.

Your users will be able to search on these keys for any future contacts.

Edit, add, or remove contact attributes

To edit, add, or remove keys, choose Attribute, Settings. If you don't see the Settings option, you don't have the required permissions.

Search for custom contact attributes

Users who have the Contact attributes permission in their security profile can find contacts by using the contact attribute filters.

  1. On the Contact search page, choose Add filter, Custom contact attribute.

  2. In the Attribute key box, choose the dropdown to select the key to search.

  3. In the Attribute values box, choose value you want to find. Note that the Settings icon doesn't appear in the following image because this user doesn't have Configure searchable contact attributes permissions in their security profile.

  4. To create a query with multiple custom attributes, choose Add filter and Custom contact attribute again, and add a different attribute name and specify the value to search for.

    The following image shows a query that includes two custom attributes: one for AgentLocation and another for InsurancePlanType.