Using customer profiles in Contact Center

Add-on | Zendesk for Contact Center
Customer profiles appear in the Customer details panel in Contact Center. Incoming contacts are matched to an existing profile, if one exists, or a new contact is created. The contact name is based on specific attributes, and there are fallback values if the attributes are unavailable.
Contact attributes appear in the conversation block (middle panel), depending on display rules. Standard attributes, such as queue, might be present. If you want other attributes to appear, attach the prefix "agt_ " to the attribute.


This article contains the following topics:

Matching incoming contacts to customer profiles
Configuring customer profile creation
About the display name for contacts
Preventing duplicate customer profiles



Matching incoming contacts to customer profiles

When a contact is routed to an agent, specific contact attributes are used
to try to match the contact to an existing profile. All profiles are searched for
matches, using all of the checked attributes.
If a single match is found, the contact is automatically associated with
that profile.
If multiple matches are found, the agent can select the correct profile.
If no profile matches are found, a new profile is automatically created or
the agent is prompted to create one.



To configure profile matching settings
Select General Settings > Customer Profiles > Matching
Rules.





Configuring customer profile creation

When creating a new customer profile, agents can update standard profile attributes only, they
cannot add customer profile attributes. After a profile is created, it cannot be
edited. When creating profiles, any contact attributes with the same name are mapped
to the customer profile. See the list of available profile attributes.
Contact Center doesn't update profile attributes for existing profiles, rather it
associates the current ContactID to make the history accessible. Agents cannot alter
attributes. Any updates should be made in Lambdas in contact flows, either before
the agent receives the contact or as a task (possibly with an approval step).

To configure customer profile creation
Select General Settings > Workflows > Profile creation.





Preventing duplicate customer profiles

You can prevent duplicate customer profiles by using the CTR-NoInferred
template for profile creation. See Contact record templates in Amazon Connect
Customer Profiles in the AWS documentation.

To set the template for profile creation and auto association
In Profile creation and auto association, select Create limited profiles
and auto-associate
profiles.
Click Save.



In the case of duplicate profiles, Amazon Connect provides tools to
consolidate profiles automatically. SeeUse Identity Resolution to consolidate similar
profiles in Amazon Connect in the AWS documentation.
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About the display name for contacts

The customer name is displayed in several places in Contact Center.

The display name uses the FirstName and LastName attributes in the customer
profile. If that the first name and last name are not available, other attributes
are used.
The following profile attributes are used as the display name, in this
order:

FirstName + LastName
EmailAddress
PhoneNumber
AccountNumber

If none of the profile attributes are available, contact attributes are
used, in this order:

FullName
EmailAddress
PhoneNumber
AccountNumber
Contacts Phone Number (for calls only)


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