Mapping Amazon Connect attributes to Contact Center ticket fields

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<p id="docs-hc-snippet" style="display: none;">Admins can configure attributes captured on calls to customize and optimize contact center operations. For example, to provide agents with context about the call or user. You configure these attributes by mapping Amazon Connect contact attributes to ticket fields in Zendesk Support through Contact Center.</p>
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<p id="docs-ai-summary-content">You can map Amazon Connect contact attributes to ticket fields to provide agents with relevant call context. Create user-defined attributes in contact flows, then link them to custom or existing ticket fields. This setup helps capture key customer interaction details, like order numbers or ticket IDs, directly in tickets, improving support efficiency and personalized service.</p>
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<p class="p">Admins can configure attributes captured on calls to customize and optimize
contact center operations. For example, to provide agents with context about the call or
user. You configure these attributes by mapping Amazon Connect contact attributes to ticket fields in
Zendesk Support through Contact Center.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_jrc_gw3_njc__ul_qky_tqt_rgc">
<li class="li"><a class="xref" href="#understand">Understanding Contact attributes</a></li>
<li class="li"><a class="xref" href="#map">Mapping Connect attributes through Contact Center</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="understand">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Contact attributes</h2>
<div class="body">
<p class="p">Amazon Connect contact attributes are key and value pairs that store
information about a customer interaction. Think of them as labels or tags that carry
data throughout the lifecycle of a call, chat, or task within your contact center.
For example, admins might configure a contact attribute to provide agents with a
caller’s most recent order number, and then add that to the ticket using a mapping
to a ticket field.</p>
<p class="p">As an admin, you can create user-defined contact attributes in Amazon Connect flows.
These can be populated by <a class="xref" href="https://aws.amazon.com/blogs/contact-center/creating-dynamic-personalized-experiences-in-amazon-connect/" target="_blank">querying an external database</a>, pulling
data from unified <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html" target="_blank">customer profiles</a>, or capturing <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html" target="_blank">direct customer input</a>. You can also use
the Zendesk-specific contact attributes. For example, to determine if the customer
is calling about an existing ticket before handing the call to an agent.</p>
<p class="p">The following are Zendesk-specific contact attributes that you can use in
your flows:</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Contact attribute</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">zendesk_ticket_id</td>
<td class="entry cell-norowborder" style="vertical-align:top;">If this attribute is set in the contact flow, it's used
to attach the call to the corresponding ticket with that ID or to
create a new ticket with that ID.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">conversation_title</td>
<td class="entry cell-norowborder" style="vertical-align:top;">This attribute is used for the ticket and voice comment
title, otherwise it uses the default.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">zendesk_user_id</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">This attribute is set based on matching the user and
phone number.</p>
<div class="note note">
<span class="notetitle">Note:</span> Using the value of this attribute from the contact flow isn't
currently supported.</div>
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<td class="entry nocellnorowborder" style="vertical-align:top;">zendesk_agent_id</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the Zendesk user that answers the
call.</td>
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<td class="entry row-nocellborder" style="vertical-align:top;">zendesk_call_id</td>
<td class="entry cellrowborder" style="vertical-align:top;">The ID of the call object that Contact Center creates
when an agent accepts a call.</td>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="map">
<h2 class="title topictitle2" id="ariaid-title3">Mapping Connect attributes through Contact Center</h2>
<div class="body">
<p class="p">You can map Amazon Connect attributes from a Contact flow to a Zendesk
ticket field through Contact Center. Mapping a Connect attribute to a Zendesk ticket
field involves the following tasks:</p>
<ul class="ul">
<li class="li"><a class="xref" href="#add-attribs">Adding Connect attributes to contact flows</a></li>
<li class="li">(Optional) <a class="xref" href="#add-fields">Adding custom ticket fields</a>
</li>
<li class="li"><a class="xref" href="#map-attribs-fields">Mapping Connect attributes to ticket fields</a></li>
</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="add-attribs">
<h3 class="title topictitle3" id="ariaid-title4">Adding Connect attributes to contact flows</h3>
<div class="body">
<p class="p"><strong class="ph b">To add a Connect attribute to a contact flow</strong></p>
<ol class="ol" id="add-attribs__ol_rgq_jw3_njc">
<li class="li">
<p class="p">In Amazon Connect, select <strong class="ph b">Routing</strong> &gt; <strong class="ph b">Contact
flows</strong>.</p>
</li>
<li class="li">
<p class="p">Select the contact flow to edit.</p>
</li>
<li class="li">
<p class="p">Add a <strong class="ph b">Set contact attributes</strong> block to the flow, to capture the
attribute.</p>
<p class="p">For more information, see <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/what-is-a-contact-attribute.html" target="_blank">How contact attributes work in
Connect Customer</a>.</p>
</li>
<li class="li">
<p class="p">Add a <strong class="ph b">User defined</strong> key and value.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Confirm</strong>, to confirm the block's configuration.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Save</strong>, to save the flow.</p>
</li>
</ol>
<p class="p">A contact attribute is now captured and assigned to calls through the flow.
For more details, see the <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-attributes.html" target="_blank"><u class="ph u">Amazon Connect contact attributes
guide</u></a>.</p>
</div>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="add-fields">
<h3 class="title topictitle3" id="ariaid-title5">Adding custom ticket fields</h3>
<div class="body">
<p class="p">You can add custom ticket fields or use existing ticket fields to map to an
attribute. For more information on custom ticket fields including example use cases,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank"><u class="ph u">Adding custom ticket fields to your tickets
and forms</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="map-attribs-fields">
<h3 class="title topictitle3" id="ariaid-title6">Mapping Connect attributes to ticket fields</h3>
<div class="body">
<p class="p"><strong class="ph b">To map a Connect attribute to a ticket field</strong></p>
<ol class="ol" id="map-attribs-fields__ol_ugq_jw3_njc">
<li class="li">
<p class="p">Click the Zendesk product menu in the top bar, then select
<strong class="ph b">Contact center</strong>.</p>
</li>
<li class="li">
<p class="p">Under <strong class="ph b">General</strong>, click <strong class="ph b">Contact attributes</strong>.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Add new attribute</strong>.</p>
</li>
<li class="li">
<p class="p">Enter the <strong class="ph b">Contact attribute</strong> key and select the corresponding <strong class="ph b">Ticket
field</strong>.</p>
<p class="p"><img class="image" id="map-attribs-fields__image_ubd_jy3_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_contactattributes_add.png" width="500"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> The name of a contact attribute and the ticket fields
that’s mapped to it are independent of one another.</div>
</div>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Add contact attribute</strong>.</p>
</li>
</ol>
<p class="p">The attribute mapping between Amazon Connect and Zendesk is now in place.
After refreshing your Zendesk workspace, you can perform a test call to confirm that
the Contact attribute is captured in tickets.</p>
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