Let's say you're on a chat and there's no customer profile for the contact. You can create a new customer profile for them.
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Choose Create profile.
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Choose This is the current connected customer. This tells Amazon Connect to link the customer profile to the contact ID for the current customer.
If you don't select this check box, the profile isn't associated with the current contact. This is useful when a contact is calling from someone else's number.
Enter information in the required boxes, and then choose Save.
Tip
Agents can use any of these customer Identifiers in the Agent Workspace to find the profile that belongs to the customer on the interaction.
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You'll receive a verification page that the contact has been created.
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You can continue the conversation with the customer.
