associateContactWithUser

Associates a queued contact with an agent.

Use cases

Following are common uses cases for this API:

• Custom contact routing. You can build custom contact routing mechanisms beyond the default system routing in Amazon Connect. You can create tailored contact distribution logic that offers queued contacts directly to specific agents.

• Manual contact assignment. You can programmatically assign queued contacts to available users. This provides flexibility to contact centers that require manual oversight or specialized routing workflows outside of standard queue management.For information about how manual contact assignment works in the agent workspace, see the Access the Worklist app in the Amazon Connect agent workspace in the Amazon Connect Administrator Guide.

Important things to know

• Use this API chat/SMS, email, and task contacts. It does not support voice contacts.

• Use it to associate contacts with users regardless of their current state, including custom states. Ensure your application logic accounts for user availability before making associations.

• It honors the IAM context key connect:PreferredUserArn to prevent unauthorized contact associations.

• It respects the IAM context key connect:PreferredUserArn to enforce authorization controls and prevent unauthorized contact associations. Verify that your IAM policies are properly configured to support your intended use cases.

Endpoints: See Amazon Connect endpoints and quotas.