What APIs handle Amazon connect contact request in agent side?

For integrating Amazon Connect APIs to handle contact requests on the agent side in a mobile application, you can use the Amazon Connect Agent Workspace Contact API. This API provides several methods for managing contact interactions:

1. To accept a contact, you can use the accept() method of the ContactClient. This method allows an agent to accept an incoming contact request.

2. For rejecting calls or chats, you would typically use methods like clear() or potentially disconnect(), depending on the specific scenario.

3. To retrieve contact information, you can use methods like getAttribute(), getAttributes(), getType(), and getQueue(). These allow you to access various details about the contact.

4. The ContactClient also provides event listeners for handling contact state changes, which can be useful for updating your application's UI based on the current state of a contact.

To get started, you'll need to install the @amazon-connect/contact package from NPM. Then, you can instantiate a ContactClient in your application.

Regarding the participant token, this is typically obtained when initiating a chat session. For agent-side operations, you generally don't need to handle the participant token directly, as the ContactClient abstracts much of this complexity away.

It's important to note that the exact implementation may vary depending on your specific use case and the type of integration you're building. You might need to combine the Agent Workspace API with other Amazon Connect APIs or SDKs for a complete solution.

If you're building a custom agent interface, you might also want to look into the Amazon Connect Streams library, which provides additional flexibility for creating custom agent experiences.

Remember to handle authentication properly and ensure your application has the necessary permissions to interact with Amazon Connect services. Also, thoroughly test your integration in a non-production environment before deploying to production.
Sources
Amazon Connect Agent Workspace Contact API - Agent Workspace
Events and requests in Amazon Connect Agent Workspace - Agent Workspace
Amazon Connect Agent Workspace API reference for third-party applications - Agent Workspace
Sending Custom Messages to Customers in Amazon Connect Agent Workspace and Third-Party Apps | AWS re:Post