Connect Customer agent workspace Contact UI API

With the Amazon Connect SDK, your app in the Connect Customer agent workspace can intercept contact-related UI actions by using the ContactInterceptorService in the @amazon-connect/contact-ui package. Use contact interceptors to override or augment built-in contact behaviors. For example, you can present a custom transfer UI instead of the default Quick Connect menu. You can also require agents to submit a disposition code before clearing a contact.

You can instantiate the contact interceptor service as follows:

import { ContactInterceptorService } from '@amazon-connect/contact-ui';

const service = new ContactInterceptorService(provider);

The ContactInterceptorService provides action-specific methods that use the ExtensibilityService interceptor pipeline. Each method targets one contact UI action and provides the callback context as ContactInterceptorContext in Connect Customer agent workspace. To learn how an interceptor allows or blocks a default action, see Interceptor callback type in Connect Customer agent workspace.

To scope an interceptor to a single contact, pass its contactId. If you omit the contactId, the interceptor applies to all contacts.