Posted On: Nov 12, 2021

Amazon Connect now provides Contact APIs that allow you to describe contact details (e.g., queue information, chat attachments, task references) and update contact information (e.g., task name). The new APIs offer more flexible ways to interact and manage contacts and enable you to create customized experiences for your customers. For example, with these APIs, you can add or update contact details programmatically from your business applications, like Customer Relationship Management (CRM). You can also retrieve contact progress timestamps (e.g., enqueued, connected with an agent, disconnected) for use in a custom reporting solution or workforce management solution. To learn more, see the API documentation.

The new Amazon Connect Contact APIs are available in all AWS regions where Amazon Connect is offered. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.