Use Customer Profiles attributes in chat

To personalize the chat experience using Customer Profiles attributes, such as greeting a customer by their first name before they enter a queue, you'll need to follow a few steps:

1. First, ensure that you have set up and configured Amazon Connect Customer Profiles for your contact center. This allows you to store and access customer information.

2. In your contact flow, you'll need to use the "Customer Profiles" block to retrieve the customer's information. This block should be placed early in the flow, ideally right after you've identified the customer (e.g., through their phone number or email address).

3. After the Customer Profiles block, you can use a "Set contact attributes" block to store the retrieved information as contact attributes. For example, you might set a contact attribute called "CustomerFirstName" with the value from the Customer Profile.

4. Next, use a "Check contact attributes" block to verify if the channel is chat. This ensures that your personalization is applied specifically to chat interactions.

5. If the channel is chat, you can then use a "Play prompt" block with a text-to-speech message that includes the customer's name. The message could be something like: "Hi {$.Attributes.CustomerFirstName}, welcome to our chat support."

6. Make sure to handle cases where the customer's name might not be available by providing a default greeting.

Remember that you need to use the correct syntax to access contact attributes. In this case, you would use {$.Attributes.CustomerFirstName} instead of {$.Customer.FirstName}.

By following these steps, you should be able to personalize the chat experience using Customer Profiles attributes before the customer enters the queue.

Sources
Personalize a contact's experience based on how they contact your contact center - Amazon Connect
Improve routing and self-service using Amazon Connect Customer Profiles and step-by-step guides | AWS Contact Center
Pass contact attributes to an agent in the Contact Control Panel (CCP) when a chat starts - Amazon Connect
How contact attributes work in Amazon Connect - Amazon Connect

The same is actually working for me (see below).

This is assuming you had a Customer profiles block earlier in your flow and have set FirstName as a Response field in the same block

Thanks for the 6 step guide:)

Out of the box, it didn't work - I have the same settings as you are showing in your response.

But if i set attributes and use tx $.Attributes.CustomerFirstName - then it works.. So i guess I'm happy:)