Configuring Amazon Connect customer profiles in Contact Center (app)

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<p id="docs-hc-snippet" style="display: none;">Contact attributes appear in the conversation block (the middle panel), depending on your display rules. Standard attributes, such as queue, might be present. If you want other attributes to appear, attach the prefixagt_to the attribute.</p>
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<p id="docs-ai-summary-content">Use customer profiles to match incoming contacts to the right customer record, create new profiles when needed, and control how agents review or fill in profile details. You can reduce duplicate profiles by using the recommended profile creation template, and you can turn off Connect customer profiles when you only want to use end-user profiles. Contact attributes and display names are mapped from standard fields like name, email, phone number, and account number.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Zendesk recommends using Zendesk end-user profiles as your
customer records in Contact Center. Use Amazon Connect Customer Profiles only when
you need Connect-specific capabilities, such as outbound campaigns. To use only
Zendesk end-user profiles, see <a class="xref" href="#topic_vfl_y3b_2kc">Turning
off Connect customer profiles</a>.</div>
Customer profile information from
Amazon Connect appears in the Customer details panel in the Contact Center application.
Depending on your configuration, Contact Center can match incoming contacts to existing
customer profiles and create a profile when no match is found. The contact name is based
on specific attributes, and there are fallback values if the attributes are
unavailable.</div>
<p class="p">Contact attributes appear in the conversation block (the middle panel), depending on your
display rules. Standard attributes, such as queue, might be present. If you want other
attributes to appear, attach the prefix <code class="ph codeph">agt_</code> to the attribute.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="customer_profiles_overview__ul_t2j_ktj_xgc">
<li class="li"><a class="xref" href="#topic_vfl_y3b_2kc">Turning off Amazon Connect customer profiles</a></li>
<li class="li"><a class="xref" href="#topic_trv_ktj_xgc">Matching incoming contacts to customer profiles</a></li>
<li class="li"><a class="xref" href="#topic_nts_xtj_xgc">Configuring customer profile creation</a></li>
<li class="li"><a class="xref" href="#topic_rzd_ckg_wgc">Preventing duplicate customer profiles</a></li>
<li class="li"><a class="xref" href="#topic_tyv_kxj_xgc">About the display name for contacts</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vfl_y3b_2kc">
<h2 class="title topictitle2" id="ariaid-title2">Turning off Amazon Connect customer profiles</h2>
<div class="body">
<p class="p">Zendesk recommends using Zendesk end-user profiles as your customer records in
Contact Center. Turn off Amazon Connect Customer Profiles unless you need
capabilities that are specific to Amazon Connect.</p>
<div class="p">
<strong class="ph b">To turn off Connect customer profiles</strong><ol class="ol" id="topic_vfl_y3b_2kc__ol_tqy_2jb_2kc">
<li class="li">Contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to update
your Contact Center instance to add the option to disable Connect customer
profiles.<p class="p">Before proceeding to the next step, wait for Zendesk to
confirm that the flags have been configured.</p>
</li>
<li class="li">In Contact Center, click the profile button (<img class="image" id="topic_vfl_y3b_2kc__image_zlg_mzw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_icon.png" width="20">), then click
<strong class="ph b">Admin settings</strong>.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> icon (<img class="image" id="topic_vfl_y3b_2kc__image_tx1_szb_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="16">), then click the
<strong class="ph b">Workflows</strong> tab.</li>
<li class="li">Select the default workflow, then click <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Profile Creation Rules</strong>, select <strong class="ph b">Never create
profiles</strong>.</li>
<li class="li">Under <strong class="ph b">Profile Search</strong>, select <strong class="ph b">Disable Profile Search during
matching</strong>.</li>
<li class="li">Ask agents to sign out and then sign back in to apply the changes.<p class="p">Agents
will no longer have the option or requirement to choose a customer
profile before closing a call.</p>
<p class="p"><img class="image img-screenshot" id="topic_vfl_y3b_2kc__image_vnf_1gd_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_17.png" width="650"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_trv_ktj_xgc">
<h2 class="title topictitle2" id="ariaid-title3">Matching incoming contacts to customer profiles</h2>
<div class="body">
<div class="p">When a contact is routed to an agent, Contact Center uses contact attributes to match
the contact to an existing profile. All profiles are searched for matches, using the
profile ID, the phone number, and all of the attributes you select in the
configuration. <ul class="ul" id="topic_trv_ktj_xgc__ul_r1f_jvj_xgc">
<li class="li">If a single match is found, the contact is automatically associated with
that profile.</li>
<li class="li">If multiple matches are found, the agent can select the correct profile. </li>
<li class="li">If no matching profile is found, Contact Center creates a profile or prompts
the agent to create one, depending on the profile creation settings.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To select the attributes for profile matching</strong><ol class="ol" id="topic_trv_ktj_xgc__ul_xqj_kwj_xgc">
<li class="li">In Contact Center, click the profile button (<img class="image" id="topic_trv_ktj_xgc__image_tw5_jbs_2kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_icon.png" width="20">), then click
<strong class="ph b">Admin settings</strong>.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> icon (<img class="image" id="topic_trv_ktj_xgc__image_uw5_jbs_2kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="16">), then click the
<strong class="ph b">Customer Profiles</strong> tab.</li>
<li class="li">Under <strong class="ph b">Matching Rules</strong>, select the optional attributes you want to
use.<p class="p">The following attributes are always selected and can’t be
cleared:</p>
<ul class="ul" id="topic_trv_ktj_xgc__ul_d3z_h2d_fkc">
<li class="li">
<strong class="ph b">Profile ID</strong>: Attribute name is
<code class="ph codeph">_profileid</code>.</li>
<li class="li">
<p class="p"><strong class="ph b">Phone number (voice channels)</strong>: The inbound phone number is
used for calls.</p>
</li>
</ul>
You can select the following additional attributes:<ul class="ul" id="topic_trv_ktj_xgc__ol_bsv_nbs_2kc">
<li class="li">
<p class="p"><strong class="ph b">Contact Center Messaging Channels</strong>: Attributes are
automatically populated.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Phone number (non-voice channels)</strong>: Attribute name is
<code class="ph codeph">PhoneNumber</code>, can be used for non-voice
channels.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Account number</strong>: Attribute name is
<code class="ph codeph">AccountNumber</code>.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Email address</strong>: Attribute name is
<code class="ph codeph">EmailAddress</code>.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Salesforce Contact ID</strong>: Attribute name is
<code class="ph codeph">sfdcContactId</code>.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Zendesk User ID</strong>: Attribute name is
<code class="ph codeph">zendesk_user_id</code>.</p>
</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_trv_ktj_xgc__image_fyz_m1q_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_13.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_nts_xtj_xgc">
<h2 class="title topictitle2" id="ariaid-title4">Configuring customer profile creation</h2>
<div class="body">
<p class="p">When creating a new customer profile, agents can update <a class="xref" href="https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_CreateProfile.html" target="_blank">standard profile attributes</a> 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 <a class="xref" href="https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_Profile.html" target="_blank">available profile attributes</a>.</p>
<p class="p">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).</p>
<div class="p">
<strong class="ph b">To configure customer profile creation</strong><ol class="ol" id="topic_nts_xtj_xgc__ul_drm_rwj_xgc">
<li class="li">In Contact Center, click the profile button (<img class="image" id="topic_nts_xtj_xgc__image_jvk_xcs_2kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_icon.png" width="20">), then click
<strong class="ph b">Admin settings</strong>.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> icon (<img class="image" id="topic_nts_xtj_xgc__image_kvk_xcs_2kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="16">), then click the
<strong class="ph b">Workflows</strong> tab.</li>
<li class="li">Select the default workflow, then click <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Profile Creation Rules</strong>, select how you want to control
profiles.<p class="p">These are the options available:</p>
<ul class="ul" id="topic_nts_xtj_xgc__ul_h3r_cds_2kc">
<li class="li">
<p class="p">Automatically create profiles</p>
</li>
<li class="li">
<p class="p">Prompt agents to review before creating new profiles</p>
</li>
<li class="li">
<p class="p">Allow agents to fill in standard attributes before creating new
profiles</p>
</li>
</ul>
</li>
</ol>
</div>
<p class="p"><img class="image img-screenshot" id="topic_nts_xtj_xgc__image_gv4_41q_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_14.png" width="550"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_rzd_ckg_wgc">
<h2 class="title topictitle2" id="ariaid-title5">Preventing duplicate customer profiles</h2>
<div class="body">
<p class="p">You can prevent duplicate customer profiles by using the CTR-NoInferred
template for profile creation. See <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/ctr-contact-record-template.html" target="_blank">Contact record templates in Amazon Connect
Customer Profiles</a> in the AWS documentation.</p>
<div class="p">
<strong class="ph b">To set the template for profile creation and auto association</strong>
<ol class="ol" id="topic_rzd_ckg_wgc__ul_jqv_xyq_xgc">
<li class="li">In your AWS Management Console, select <strong class="ph b">Business Applications</strong> &gt;
<strong class="ph b">Amazon Connect Customer instances</strong>.</li>
<li class="li">Click the instance alias you want to update.</li>
<li class="li">Click <strong class="ph b">Applications</strong> &gt; <strong class="ph b">Customer Profiles</strong>, then select <strong class="ph b">View
details</strong> on the Customer Profiles domain.</li>
<li class="li">In <strong class="ph b">Domain details</strong>, click <strong class="ph b">Edit</strong> on the <strong class="ph b">Profile creation and
auto-association</strong> section.</li>
<li class="li">Select <strong class="ph b">Create limited profiles and auto-associate profiles</strong> as the
contact record behavior.<p class="p"><img class="image img-screenshot" id="topic_rzd_ckg_wgc__image_crm_z1q_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_16.png" width="600"></p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Save</strong>.</p>
</li>
</ol>
</div>
<p class="p">In the case of duplicate profiles, Amazon Connect provides tools to consolidate
profiles automatically. See <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/use-identity-resolution.html" target="_blank">Use Identity Resolution to consolidate similar
profiles in Amazon Connect</a> in the AWS documentation.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_tyv_kxj_xgc">
<h2 class="title topictitle2" id="ariaid-title6">About the display name for contacts</h2>
<div class="body">
<div class="p">The customer name is displayed in several places in Contact Center.
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<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_tyv_kxj_xgc__image_rp5_d2q_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_15.png" width="500"></td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_tyv_kxj_xgc__image_ms5_l1q_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_12.png" width="450"></td>
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<p class="p"></p>
<p class="p">The display name uses the FirstName and LastName attributes in the customer profile.
If the first name and last name are not available, other attributes are used.</p>
<p class="p">The following profile attributes are used as the display name, in this
order:</p>
<ol class="ol" id="topic_tyv_kxj_xgc__ol_k2d_25j_xgc">
<li class="li">
<code class="ph codeph">FirstName</code> + <code class="ph codeph">LastName</code>
</li>
<li class="li"><code class="ph codeph">EmailAddress</code></li>
<li class="li"><code class="ph codeph">PhoneNumber</code></li>
<li class="li"><code class="ph codeph">AccountNumber</code></li>
</ol>
<p class="p">If none of the profile attributes are available, contact attributes are
used, in this order:</p>
<ol class="ol" id="topic_tyv_kxj_xgc__ol_l2d_25j_xgc">
<li class="li"><code class="ph codeph">FullName</code></li>
<li class="li"><code class="ph codeph">EmailAddress</code></li>
<li class="li"><code class="ph codeph">PhoneNumber</code></li>
<li class="li"><code class="ph codeph">AccountNumber</code></li>
<li class="li">Contacts Phone Number (for calls only)</li>
</ol>
</div>
</div>
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