Associate the
Contact Record with one profile found using the _phone key in Customer Profiles
You can automatically associate the Contact Record with one profile found using
the _phone key.
Example
In the domain, the following profile is created by the CreateProfile
API:
{
"FirstName": "John",
"LastName": "Doe",
"PhoneNumber": "+11234567890"
}
When a call is received from the PhoneNumber +11234567890 using the
default CTR template, the Contact Record will not be automatically associated with
the above profile unless an agent has already manually associated the Contact Record
with the same caller to the above profile. If the Contact Record was not associated
manually or automatically, Customer Profiles will create an inferred profile with
the information from the Contact Record.
To automatically associate the above profile with contact records without manual
agent intervention, you can use the CTR-NoInferred template. When a call is received
from the PhoneNumber +11234567890 using the CTR-NoInferred template,
the Contact Record will automatically associate with the above profile using the
_phone profile key.
There are two scenarios in which Customer Profiles will not be able to automatically associate Contact Records to a profile:
-
If more than one profile is found using the
_phoneprofile key, Customer Profiles cannot associate the Contact Record to a unique profile and the request will be rejected. -
If no profile is found for the
_phoneprofile key, Customer Profiles will create an inferred profile.
To use the CTR-NoInferred template to replace the default CTR template, run the following command on the CLI:
aws customer-profiles put-profile-object-type --domain-name {domain}
--object-type-name CTR --description "No inferred contact record profiles"
--template-id CTR-NoInferred
To revert to the default behavior, run the following command on the CLI:
aws customer-profiles put-profile-object-type --domain-name {domain}
--object-type-name CTR --description "Revert to inferred contact record
profiles" --template-id CTR
