Is it possible to customize the Customer Profile in the Agent Workspace?

To add a custom field to the customer profile in Amazon Connect and make it mandatory, you can follow these steps:

1. Create a data mapping in the Amazon Connect console or using the Customer Profiles API, as described in [1] and [2].
2. In the data mapping, define the custom field you want to add and mark it as mandatory.
3. After creating the data mapping, the custom field will be added to the customer profile.

However, the out-of-the-box CCP (Connect Contact Pane) profile widget will not display the customized attributes. To display the custom field in the agent interface, you will need to build a custom CCP by embedding an application or customizing the section, which you want to avoid if possible.

References:

[1]. https://docs.aws.amazon.com/connect/latest/adminguide/object-type-mapping-requirements.html

[2]. https://docs.aws.amazon.com/connect/latest/adminguide/object-type-mapping-requirements.html

One way to display Customer Profile info that you pull down within your Contact Flow using the Get Profile block, is to set what you need as Contact Attributes. And build a step-by-step guide to display these attributes within Agent Workspace to supplement Customer Profile UI. As mentioned, the Customer Profile UI cannot be modified.