Associate contact to profile (Amazon Connect)

It seems you're encountering an issue with associating a contact to a customer profile in Amazon Connect. There are a few things to consider:

1. Ensure that you have the necessary permissions: To use the Customer Profiles block, you must have the Customer Profiles View permission in your security profile.

2. Block order is crucial: It's recommended to add a "Get profile" block before the "Associate contact to profile" block. This ensures that you find the correct profile first before attempting to associate the contact.

3. Profile ID is mandatory: The "Associate contact to profile" block requires a Profile ID to function. Make sure you're providing this ID, which should be obtained from the preceding "Get profile" block.

4. Contact ID is also required: You must provide a value for the Contact ID in the "Associate contact to profile" block.

5. Multiple associations: Keep in mind that you can associate a contact with a customer profile multiple times during an interaction, including during After Contact Work (ACW) time. Only the most recent association remains before the contact is cleared.

6. Timing of association: The association can be done at various points during the interaction, not just at the beginning. You might want to consider moving the association step to after the agent has confirmed the customer's identity using the document number.

7. Check for errors: Although you mentioned not finding any logs, double-check if there are any error messages or unexpected behaviors in the Contact Control Panel (CCP) or the flow execution.

8. Verify profile matching: Ensure that the profile found by the agent using the document number is indeed different from the one initially matched by the phone number. If they are the same, no new association would be necessary.

If the issue persists, you may need to review your flow design, verify all required fields are correctly populated, and possibly reach out to AWS support for further assistance.
Sources
Flow block in Amazon Connect: Customer profiles - Amazon Connect
Accept incoming contacts with Amazon Connect Customer Profiles - Amazon Connect
AssociateContactToCustomerProfile - Amazon Connect

I'm using the correct order of Get Profile and then Associate contact to profile, the customer profile is ok and is found by the search, ... The issue I'm complaining seems to be bug or limitation, because when I do before transfer the call to agent, it works fine. But for scenarios where I need to transfer first to the agent, and the agent mannually search for the Customer Profile, it's not working if I use step-by-step guides / custom views, it seems that the "Associate contact to profile" Block doesn't work if running in a event flow (agent navigating the custom ui)