Create a new customer profile in the agent workspace - Amazon Connect

Create a new customer profile in the agent workspace

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.

  1. Choose Create profile.

    The Customer profile tab, the create profile option.

  2. 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.

    The create profile page, the check box for This is the current connected customer.

  3. You'll receive a verification page that the contact has been created.

    A message that the profile saved successfully.

  4. You can continue the conversation with the customer.