How do I use customer profiles in Amazon Connect?

Resolution

To start using customer profiles, begin with the Amazon Connect customer profiles workshop.

View customer profiles for a specific customer

To view specific customer profiles, change the instance URL for your Contact Control Panel (CCP) from ccp-v2 to agent-app-v2.

For example, if your URL is instance-test.my.connect.aws, then the URLs look similar to the following:

• To access the CCP for calls, chats, and tasks, the URL is: https://instance-test.my.connect.aws/ccp-v2/
• To access the CCP for calls, chats, tasks, and to use customer profiles and the Voice ID feature, the URL is: https://instance-test.my.connect.aws/agent-app-v2/

Learn when a specific profile was created

If a profile is created, then the CreateProfile API is logged in AWS CloudTrail. For more information, see Amazon Connect information in CloudTrail.

For more responsive information, configure an Amazon EventBridge rule to notify you when the CreateProfile API is logged. For more information, see Getting started with Amazon EventBridge.

Associate, create, and update a customer profile during a call flow using a contact flow block

To change a customer profile during a call flow, use the Customer Profiles flow block. The Customer Profiles flow block lets you retrieve, update, and create a customer profile.

Use a customer profiles contact flow block to validate an inbound call

Create customer profiles to validate every inbound call using a customer's phone number. Use the customer's phone number from System Attributes to perform a profile search with the field _phone. Be sure to perform this search within the same block. If the search returns a profile, then you validated that the customer's phone number is from a verified customer.

See a customer profile's custom attributes in the agent application

Custom attributes aren't visible in the agent application by default. To see custom attributes in the agent application, design a custom agent application panel. For more information, see Option 2: Embed Customer Profiles into a custom agent workspace.

Run the Identity Resolution manually

Use the JobSchedule API to schedule the Identity Resolution to run at a specific time.

Troubleshoot the "Conflict executing request: Duplicate key" error message

This error message occurs when Amazon Simple Storage Service (Amazon S3) data mapping is configured on your customer profile. If the CSV file isn't formatted correctly, such as it contains empty columns or extra data, then you will receive an error.

To resolve this error, verify that that the CSV is formatted correctly. For more information, see the example CSV file on the Create an object type mapping example page.

Related information

Activate customer profiles for your instance