Automatically populate customer profiles
By default, Amazon Connect Customer Profiles uses the following values to search for and autopopulate a customer profile in its user interface:
-
For voice contacts: Phone number
-
For chat contacts: Email
It autopopulates a customer profile by using the Customer Profiles flow block. To customize this behavior, use the following contact attributes:
Attribute |
Description |
Type |
JSONPath Reference |
|---|---|---|---|
profileSearchKey |
The name of the attribute you want to use to search for a profile. |
User-defined |
Not applicable |
profileSearchValue |
The value of the key you want to search for, such as customer name or account number. |
User-defined |
Not applicable |
For example, to search by email for chat contacts, you can set the
profileSearchKey attribute to the _email search key, and
provide the email value as the profileSearchValue.
If you have defined custom keys in your profile objects, you can search by those search keys as well. To make sure your custom keys are searchable, see Key definition details.
The following image shows how you might use these attributes in the Set contact attributes block.
Automatically associate a customer profile with a contact
By default, agents need to manually associate a customer profile with a contact based after they've verified the customer's identity. To change this behavior to automatically associate contacts with a profile based on the phone number, see Associate the Contact Record with one profile found using the _phone key in Customer Profiles.
If multiple profiles match a contact's phone number, the multiple matched profiles are shown to the agent. The agent needs to choose which profile to associate with the contact.
