Posted On: Dec 14, 2018

Amazon Connect now provides a new contact API that lets you programmatically retrieve contact attributes for a given contact. Contact attributes are key-value pairs of data about a contact, such as the name of the caller, why they called, or the quality of service they received. Contact attributes can be stored using contact flow blocks or by API. For example, for a given contact, you might choose to set contact attributes to indicate why the customer was calling or how their issue was resolved. If the customer calls back, you can now use the new contact API to load the attributes associated with their previous contact in order to personalize the IVR experience or route them to an appropriate queue.

To learn more about the new contact API, see the documentation for GetContactAttributes. The GetContactAttributes operation is included in the Amazon Connect API, and available in all AWS regions where Amazon Connect is offered. There is no additional charge to use this API, beyond standard pricing for service usage and associated telephony rates. To learn more about Amazon Connect, the AWS service for self-service contact centers in the cloud, please visit the Amazon Connect website.