contacts

Creates, updates, deletes, gets or lists a contacts resource.

Overview

Name	contacts
Type	Resource
Id	aws.connect.contacts

Fields

The following fields are returned by SELECT queries:

describe_contact

Name	Datatype	Description
additional_email_recipients	object	List of additional email addresses for an email contact.
agent_info	object	Information about the agent who accepted the contact.
answering_machine_detection_status	string	Indicates how an outbound campaign call is actually disposed if the contact is connected to Connect Customer. (ANSWERED, UNDETECTED, ERROR, HUMAN_ANSWERED, SIT_TONE_DETECTED, SIT_TONE_BUSY, SIT_TONE_INVALID_NUMBER, FAX_MACHINE_DETECTED, VOICEMAIL_BEEP, VOICEMAIL_NO_BEEP, AMD_UNRESOLVED, AMD_UNANSWERED, AMD_ERROR, AMD_NOT_APPLICABLE)
arn	string	The Amazon Resource Name (ARN) for the contact.
attributes	object	The attributes of the contact.
campaign	object	Information associated with a campaign.
channel	string	How the contact reached your contact center. (VOICE, CHAT, TASK, EMAIL)
chat_metrics	object	Information about how agent, bot, and customer interact in a chat contact.
connected_to_system_timestamp	string (date-time)	The timestamp when customer endpoint connected to Connect Customer.
contact_association_id	string	This is the root contactId which is used as a unique identifier for all subsequent contacts in a contact tree.
contact_details	object	A map of string key/value pairs that contain user-defined attributes which are lightly typed within the contact. This object is used only for task contacts.
contact_evaluations	object	Information about the contact evaluations where the key is the FormId, which is a unique identifier for the form.
customer	object	Information about the Customer on the contact.
customer_endpoint	object	The customer or external third party participant endpoint.
customer_id	string	The customer's identification number. For example, the CustomerId may be a customer number from your CRM. You can create a Lambda function to pull the unique customer ID of the caller from your CRM system. If you enable Connect Customer Voice ID capability, this attribute is populated with the CustomerSpeakerId of the caller.
customer_voice_activity	object	Information about customer’s voice activity.
description	string	The description of the contact.
disconnect_details	object	Information about the call disconnect experience.
disconnect_reason	string	The disconnect reason for the contact. For a list and description of all the possible disconnect reasons by channel, see DisconnectReason under ContactTraceRecord in the Connect Customer Administrator Guide.
disconnect_timestamp	string (date-time)	The date and time that the customer endpoint disconnected from the current contact, in UTC time. In transfer scenarios, the DisconnectTimestamp of the previous contact indicates the date and time when that contact ended.
global_resiliency_metadata	object	Information about the global resiliency configuration for the contact, including traffic distribution details.
id	string	The identifier for the contact.
initial_contact_id	string	If this contact is related to other contacts, this is the ID of the initial contact.
initiation_method	string	Indicates how the contact was initiated. (INBOUND, OUTBOUND, TRANSFER, QUEUE_TRANSFER, CALLBACK, API, DISCONNECT, MONITOR, EXTERNAL_OUTBOUND, WEBRTC_API, AGENT_REPLY, FLOW)
initiation_timestamp	string (date-time)	The date and time this contact was initiated, in UTC time. For INBOUND, this is when the contact arrived. For OUTBOUND, this is when the agent began dialing. For CALLBACK, this is when the callback contact was created. For TRANSFER and QUEUE_TRANSFER, this is when the transfer was initiated. For API, this is when the request arrived. For EXTERNAL_OUTBOUND, this is when the agent started dialing the external participant. For MONITOR, this is when the supervisor started listening to a contact.
last_paused_timestamp	string (date-time)	The timestamp when the contact was last paused.
last_resumed_timestamp	string (date-time)	The timestamp when the contact was last resumed.
last_update_timestamp	string (date-time)	The timestamp when contact was last updated.
name	string	The name of the contact.
next_contacts	array	List of next contact entries for the contact.
outbound_strategy	object	Information about the outbound strategy.
previous_contact_id	string	If this contact is not the first contact, this is the ID of the previous contact.
quality_metrics	object	Information about the quality of the participant's media connection.
queue_info	object	If this contact was queued, this contains information about the queue.
queue_priority	integer (int64)	An integer that represents the queue priority to be applied to the contact (lower priorities are routed preferentially). Cannot be specified if the QueueTimeAdjustmentSeconds is specified. Must be statically defined, must be larger than zero, and a valid integer value. Default Value is 5.
queue_time_adjustment_seconds	integer	An integer that represents the queue time adjust to be applied to the contact, in seconds (longer / larger queue time are routed preferentially). Cannot be specified if the QueuePriority is specified. Must be statically defined and a valid integer value.
recordings	array	If recording was enabled, this is information about the recordings.
related_contact_id	string	The contactId that is related to this contact.
ring_start_timestamp	string (date-time)	The timestamp when ringing started for a campaign call.
routing_criteria	object	Latest routing criteria on the contact.
scheduled_timestamp	string (date-time)	The timestamp, in Unix epoch time format, at which to start running the inbound flow.
segment_attributes	object	A set of system defined key-value pairs stored on individual contact segments using an attribute map. The attributes are standard Connect Customer attributes and can be accessed in flows. Attribute keys can include only alphanumeric, -, and _ characters. This field can be used to show channel subtype. For example, connect:Guide or connect:SMS.
system_endpoint	object	The system endpoint. For INBOUND, this is the phone number or email address that the customer dialed. For OUTBOUND and EXTERNAL_OUTBOUND, this is the outbound caller ID number assigned to the outbound queue that is used to dial the customer. For callback, this shows up as Softphone for calls handled by agents with softphone.
tags	object	Tags associated with the contact. This contains both Amazon Web Services generated and user-defined tags.
task_template_info	object	If this contact was created using a task template, this contains information about the task template.
total_pause_count	integer	Total pause count for a contact.
total_pause_duration_in_seconds	integer	Total pause duration for a contact in seconds.
wisdom_info	object	Information about Connect Customer Wisdom.

search_contacts

Name	Datatype	Description
agent_info	object	Information about the agent who accepted the contact.
ai_agent_info	array	Information about the AI agents involved in the contact.
arn	string	The Amazon Resource Name (ARN) of the contact.
channel	string	How the contact reached your contact center. (VOICE, CHAT, TASK, EMAIL)
disconnect_timestamp	string (date-time)	The timestamp when the customer endpoint disconnected from Connect Customer.
global_resiliency_metadata	object	Additional routing information for contacts created in ACGR instances.
id	string	The identifier of the contact summary.
initial_contact_id	string	If this contact is related to other contacts, this is the ID of the initial contact.
initiation_method	string	Indicates how the contact was initiated. (INBOUND, OUTBOUND, TRANSFER, QUEUE_TRANSFER, CALLBACK, API, DISCONNECT, MONITOR, EXTERNAL_OUTBOUND, WEBRTC_API, AGENT_REPLY, FLOW)
initiation_timestamp	string (date-time)	The date and time this contact was initiated, in UTC time. For INBOUND, this is when the contact arrived. For OUTBOUND, this is when the agent began dialing. For CALLBACK, this is when the callback contact was created. For TRANSFER and QUEUE_TRANSFER, this is when the transfer was initiated. For API, this is when the request arrived. For EXTERNAL_OUTBOUND, this is when the agent started dialing the external participant. For MONITOR, this is when the supervisor started listening to a contact.
name	string	Indicates name of the contact.
previous_contact_id	string	If this contact is not the first contact, this is the ID of the previous contact.
queue_info	object	If this contact was queued, this contains information about the queue.
routing_criteria	object	Latest routing criteria on the contact.
scheduled_timestamp	string (date-time)	The timestamp, in Unix epoch time format, at which to start running the inbound flow.
segment_attributes	object	Set of segment attributes for a contact.
tags	object	Tags associated with the contact. This contains both Amazon Web Services generated and user-defined tags.

Methods

The following methods are available for this resource:

Name	Accessible by	Required Params	Optional Params	Description
describe_contact	select	instance_id, contact_id, region		This API is in preview release for Connect Customer and is subject to change. Describes the specified contact. Use cases Following are common uses cases for this API: Retrieve contact information such as the caller's phone number and the specific number the caller dialed to integrate into custom monitoring or custom agent experience solutions. Detect when a customer chat session disconnects due to a network issue on the agent's end. Use the DisconnectReason field in the ContactTraceRecord to detect this event and then re-queue the chat for followup. Identify after contact work (ACW) duration and call recordings information when a COMPLETED event is received by using the contact event stream. Important things to know SystemEndpoint is not populated for contacts with initiation method of MONITOR, QUEUE_TRANSFER, or CALLBACK Contact information remains available in Connect Customer for 24 months from the InitiationTimestamp, and then it is deleted. Only contact information that is available in Connect Customer is returned by this API. Endpoints: See Connect Customer endpoints and quotas.
search_contacts	select	region		Searches contacts in an Connect Customer instance.
create_contact	insert	region, InstanceId, InitiationMethod		Only the VOICE, EMAIL, and TASK channels are supported. For VOICE: The supported initiation method is TRANSFER. The contacts created with this initiation method have a subtype connect:ExternalAudio. For EMAIL: The supported initiation methods are OUTBOUND, AGENT_REPLY, and FLOW. For TASK: The supported initiation method is API. Contacts created with this API have a sub-type of connect:ExternalTask. Creates a new VOICE, EMAIL, or TASK contact. After a contact is created, you can move it to the desired state by using the InitiateAs parameter. While you can use API to create task contacts that are in the COMPLETED state, you must contact Amazon Web Services Support before using it for bulk import use cases. Bulk import causes your requests to be throttled or fail if your CreateContact limits aren't high enough.
update_contact_schedule	update	region, InstanceId, ContactId, ScheduledTime		Updates the scheduled time of a task contact that is already scheduled.
update_contact	update	instance_id, contact_id, region		This API is in preview release for Connect Customer and is subject to change. Adds or updates user-defined contact information associated with the specified contact. At least one field to be updated must be present in the request. You can add or update user-defined contact information for both ongoing and completed contacts.
update_queue_max_contacts	update	instance_id, queue_id, region		Updates the maximum number of contacts allowed in a queue before it is considered full.
delete_contact_data	delete	instance_id, contact_id, region		Deletes the specified fields containing personally identifiable information (PII) from a contact in the specified Connect Customer instance. We redact PII (such as customer endpoints, additional email recipients, and the email subject) from the contact and its associated contact trace record (CTR). The contact must be in a terminated state. This deletion is permanent and cannot be undone. Performing this operation permanently deletes the specified PII. There is no retention period; you cannot recover the data after deletion. We remove only the fields that Connect Customer identifies and stores as PII. Any PII that you place in fields outside the scope of this operation remains your responsibility to remove.
start_contact_evaluation	exec	instance_id, region, ContactId, EvaluationFormId		Starts an empty evaluation in the specified Connect Customer instance, using the given evaluation form for the particular contact. The evaluation form version used for the contact evaluation corresponds to the currently activated version. If no version is activated for the evaluation form, the contact evaluation cannot be started. Evaluations created through the public API do not contain answer values suggested from automation.
resume_contact_recording	exec	region, InstanceId, ContactId, InitialContactId		When a contact is being recorded, and the recording has been suspended using SuspendContactRecording, this API resumes recording whatever recording is selected in the flow configuration: call, screen, or both. If only call recording or only screen recording is enabled, then it would resume. Voice and screen recordings are supported.
start_contact_conversational_analytics_job	exec	instance_id, contact_id, region, AnalyticsModes, AnalyticsConfiguration		Starts a Contact Lens post-call analytics job for the specified contact. This API runs Conversational Analytics post-contact analysis on a voice recording that is already attached to the contact, generating transcription, sentiment analysis, redaction, and summarization results based on the provided configuration. A voice recording must already be attached to the contact before calling this API. Use CreateAttachedFile to attach a recording from an S3 source URI. For example, you can call CreateContact, then CreateAttachedFile, then StartContactConversationalAnalyticsJob to create a contact, attach a recording, and run post-call analytics.
start_contact_media_processing	exec	region		Enables in-flight message processing for an ongoing chat session. Message processing will stay active for the rest of the chat, even if an individual contact segment ends.
start_contact_recording	exec	region, InstanceId, ContactId, InitialContactId, VoiceRecordingConfiguration		Starts recording the contact: If the API is called before the agent joins the call, recording starts when the agent joins the call. If the API is called after the agent joins the call, recording starts at the time of the API call. StartContactRecording is a one-time action. For example, if you use StopContactRecording to stop recording an ongoing call, you can't use StartContactRecording to restart it. For scenarios where the recording has started and you want to suspend and resume it, such as when collecting sensitive information (for example, a credit card number), use SuspendContactRecording and ResumeContactRecording. You can use this API to override the recording behavior configured in the Set recording behavior block. Only voice recordings are supported at this time.
start_contact_streaming	exec	region, InstanceId, ContactId, ChatStreamingConfiguration, ClientToken		Initiates real-time message streaming for a new chat contact. For more information about message streaming, see Enable real-time chat message streaming in the Connect Customer Administrator Guide. For more information about chat, see the following topics in the Connect Customer Administrator Guide: Concepts: Web and mobile messaging capabilities in Connect Customer Connect Customer Chat security best practices
stop_contact_media_processing	exec	region		Stops in-flight message processing for an ongoing chat session.
stop_contact_recording	exec	region, InstanceId, ContactId, InitialContactId		Stops recording a call when a contact is being recorded. StopContactRecording is a one-time action. If you use StopContactRecording to stop recording an ongoing call, you can't use StartContactRecording to restart it. For scenarios where the recording has started and you want to suspend it for sensitive information (for example, to collect a credit card number), and then restart it, use SuspendContactRecording and ResumeContactRecording. Only voice recordings are supported at this time.
stop_contact_streaming	exec	region, InstanceId, ContactId, StreamingId		Ends message streaming on a specified contact. To restart message streaming on that contact, call the StartContactStreaming API.
submit_contact_evaluation	exec	instance_id, evaluation_id, region		Submits a contact evaluation in the specified Connect Customer instance. Answers included in the request are merged with existing answers for the given evaluation. If no answers or notes are passed, the evaluation is submitted with the existing answers and notes. You can delete an answer or note by passing an empty object ({}) to the question identifier. If a contact evaluation is already in submitted state, this operation will trigger a resubmission.
update_contact_routing_data	exec	instance_id, contact_id, region		Updates routing priority and age on the contact (QueuePriority and QueueTimeAdjustmentInSeconds). These properties can be used to change a customer's position in the queue. For example, you can move a contact to the back of the queue by setting a lower routing priority relative to other contacts in queue; or you can move a contact to the front of the queue by increasing the routing age which will make the contact look artificially older and therefore higher up in the first-in-first-out routing order. Note that adjusting the routing age of a contact affects only its position in queue, and not its actual queue wait time as reported through metrics. These properties can also be updated by using the Set routing priority / age flow block. Either QueuePriority or QueueTimeAdjustmentInSeconds should be provided within the request body, but not both.

Parameters

Parameters can be passed in the WHERE clause of a query. Check the Methods section to see which parameters are required or optional for each operation.

Name	Datatype	Description
contact_id	string	The identifier of the contact in this instance of Connect Customer.
evaluation_id	string	A unique identifier for the contact evaluation.
instance_id	string	The identifier of the Connect Customer instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
queue_id	string	The identifier for the queue.
region	string	AWS region (default: us-east-1)

SELECT examples

describe_contact

This API is in preview release for Connect Customer and is subject to change. Describes the specified contact. Use cases Following are common uses cases for this API: Retrieve contact information such as the caller's phone number and the specific number the caller dialed to integrate into custom monitoring or custom agent experience solutions. Detect when a customer chat session disconnects due to a network issue on the agent's end. Use the DisconnectReason field in the ContactTraceRecord to detect this event and then re-queue the chat for followup. Identify after contact work (ACW) duration and call recordings information when a COMPLETED event is received by using the contact event stream. Important things to know SystemEndpoint is not populated for contacts with initiation method of MONITOR, QUEUE_TRANSFER, or CALLBACK Contact information remains available in Connect Customer for 24 months from the InitiationTimestamp, and then it is deleted. Only contact information that is available in Connect Customer is returned by this API. Endpoints: See Connect Customer endpoints and quotas.

SELECT
additional_email_recipients,
agent_info,
answering_machine_detection_status,
arn,
attributes,
campaign,
channel,
chat_metrics,
connected_to_system_timestamp,
contact_association_id,
contact_details,
contact_evaluations,
customer,
customer_endpoint,
customer_id,
customer_voice_activity,
description,
disconnect_details,
disconnect_reason,
disconnect_timestamp,
global_resiliency_metadata,
id,
initial_contact_id,
initiation_method,
initiation_timestamp,
last_paused_timestamp,
last_resumed_timestamp,
last_update_timestamp,
name,
next_contacts,
outbound_strategy,
previous_contact_id,
quality_metrics,
queue_info,
queue_priority,
queue_time_adjustment_seconds,
recordings,
related_contact_id,
ring_start_timestamp,
routing_criteria,
scheduled_timestamp,
segment_attributes,
system_endpoint,
tags,
task_template_info,
total_pause_count,
total_pause_duration_in_seconds,
wisdom_info
FROM aws.connect.contacts
WHERE instance_id = '{{ instance_id }}' -- required
AND contact_id = '{{ contact_id }}' -- required
AND region = '{{ region }}' -- required
;

search_contacts

Searches contacts in an Connect Customer instance.

SELECT
agent_info,
ai_agent_info,
arn,
channel,
disconnect_timestamp,
global_resiliency_metadata,
id,
initial_contact_id,
initiation_method,
initiation_timestamp,
name,
previous_contact_id,
queue_info,
routing_criteria,
scheduled_timestamp,
segment_attributes,
tags
FROM aws.connect.contacts
WHERE region = '{{ region }}' -- required
;

INSERT examples

create_contact

Only the VOICE, EMAIL, and TASK channels are supported. For VOICE: The supported initiation method is TRANSFER. The contacts created with this initiation method have a subtype connect:ExternalAudio. For EMAIL: The supported initiation methods are OUTBOUND, AGENT_REPLY, and FLOW. For TASK: The supported initiation method is API. Contacts created with this API have a sub-type of connect:ExternalTask. Creates a new VOICE, EMAIL, or TASK contact. After a contact is created, you can move it to the desired state by using the InitiateAs parameter. While you can use API to create task contacts that are in the COMPLETED state, you must contact Amazon Web Services Support before using it for bulk import use cases. Bulk import causes your requests to be throttled or fail if your CreateContact limits aren't high enough.

INSERT INTO aws.connect.contacts (
InstanceId,
ClientToken,
RelatedContactId,
Attributes,
References,
Channel,
InitiationMethod,
ExpiryDurationInMinutes,
UserInfo,
InitiateAs,
Name,
Description,
SegmentAttributes,
PreviousContactId,
region
)
SELECT 
'{{ InstanceId }}' /* required */,
'{{ ClientToken }}',
'{{ RelatedContactId }}',
'{{ Attributes }}',
'{{ References }}',
'{{ Channel }}',
'{{ InitiationMethod }}' /* required */,
{{ ExpiryDurationInMinutes }},
'{{ UserInfo }}',
'{{ InitiateAs }}',
'{{ Name }}',
'{{ Description }}',
'{{ SegmentAttributes }}',
'{{ PreviousContactId }}',
'{{ region }}'
RETURNING
contact_arn,
contact_id
;

Manifest

# Description fields are for documentation purposes
- name: contacts
props:
  - name: region
    value: "{{ region }}"
    description: Required parameter for the contacts resource.
  - name: InstanceId
    value: "{{ InstanceId }}"
  - name: ClientToken
    value: "{{ ClientToken }}"
  - name: RelatedContactId
    value: "{{ RelatedContactId }}"
  - name: Attributes
    value: "{{ Attributes }}"
  - name: References
    value: "{{ References }}"
  - name: Channel
    value: "{{ Channel }}"
    valid_values: ['VOICE', 'CHAT', 'TASK', 'EMAIL']
  - name: InitiationMethod
    value: "{{ InitiationMethod }}"
    valid_values: ['INBOUND', 'OUTBOUND', 'TRANSFER', 'QUEUE_TRANSFER', 'CALLBACK', 'API', 'DISCONNECT', 'MONITOR', 'EXTERNAL_OUTBOUND', 'WEBRTC_API', 'AGENT_REPLY', 'FLOW']
  - name: ExpiryDurationInMinutes
    value: {{ ExpiryDurationInMinutes }}
  - name: UserInfo
    description: |
      The user details for the contact.
    value:
      UserId: "{{ UserId }}"
  - name: InitiateAs
    value: "{{ InitiateAs }}"
    valid_values: ['CONNECTED_TO_USER', 'COMPLETED']
  - name: Name
    value: "{{ Name }}"
  - name: Description
    value: "{{ Description }}"
  - name: SegmentAttributes
    value: "{{ SegmentAttributes }}"
  - name: PreviousContactId
    value: "{{ PreviousContactId }}"

UPDATE examples

update_contact_schedule

Updates the scheduled time of a task contact that is already scheduled.

UPDATE aws.connect.contacts
SET 
InstanceId = '{{ InstanceId }}',
ContactId = '{{ ContactId }}',
ScheduledTime = '{{ ScheduledTime }}'
WHERE 
region = '{{ region }}' --required
AND InstanceId = '{{ InstanceId }}' --required
AND ContactId = '{{ ContactId }}' --required
AND ScheduledTime = '{{ ScheduledTime }}' --required;

update_contact

This API is in preview release for Connect Customer and is subject to change. Adds or updates user-defined contact information associated with the specified contact. At least one field to be updated must be present in the request. You can add or update user-defined contact information for both ongoing and completed contacts.

UPDATE aws.connect.contacts
SET 
Name = '{{ Name }}',
Description = '{{ Description }}',
References = '{{ References }}',
SegmentAttributes = '{{ SegmentAttributes }}',
QueueInfo = '{{ QueueInfo }}',
UserInfo = '{{ UserInfo }}',
CustomerEndpoint = '{{ CustomerEndpoint }}',
SystemEndpoint = '{{ SystemEndpoint }}'
WHERE 
instance_id = '{{ instance_id }}' --required
AND contact_id = '{{ contact_id }}' --required
AND region = '{{ region }}' --required;

update_queue_max_contacts

Updates the maximum number of contacts allowed in a queue before it is considered full.

UPDATE aws.connect.contacts
SET 
MaxContacts = {{ MaxContacts }}
WHERE 
instance_id = '{{ instance_id }}' --required
AND queue_id = '{{ queue_id }}' --required
AND region = '{{ region }}' --required;

DELETE examples

delete_contact_data

Deletes the specified fields containing personally identifiable information (PII) from a contact in the specified Connect Customer instance. We redact PII (such as customer endpoints, additional email recipients, and the email subject) from the contact and its associated contact trace record (CTR). The contact must be in a terminated state. This deletion is permanent and cannot be undone. Performing this operation permanently deletes the specified PII. There is no retention period; you cannot recover the data after deletion. We remove only the fields that Connect Customer identifies and stores as PII. Any PII that you place in fields outside the scope of this operation remains your responsibility to remove.

DELETE FROM aws.connect.contacts
WHERE instance_id = '{{ instance_id }}' --required
AND contact_id = '{{ contact_id }}' --required
AND region = '{{ region }}' --required
;

Lifecycle Methods

start_contact_evaluation

Starts an empty evaluation in the specified Connect Customer instance, using the given evaluation form for the particular contact. The evaluation form version used for the contact evaluation corresponds to the currently activated version. If no version is activated for the evaluation form, the contact evaluation cannot be started. Evaluations created through the public API do not contain answer values suggested from automation.

EXEC aws.connect.contacts.start_contact_evaluation 
@instance_id='{{ instance_id }}' --required, 
@region='{{ region }}' --required 
@@json=
'{
"ContactId": "{{ ContactId }}", 
"EvaluationFormId": "{{ EvaluationFormId }}", 
"AutoEvaluationConfiguration": "{{ AutoEvaluationConfiguration }}", 
"ClientToken": "{{ ClientToken }}", 
"Tags": "{{ Tags }}"
}'
;

resume_contact_recording

When a contact is being recorded, and the recording has been suspended using SuspendContactRecording, this API resumes recording whatever recording is selected in the flow configuration: call, screen, or both. If only call recording or only screen recording is enabled, then it would resume. Voice and screen recordings are supported.

EXEC aws.connect.contacts.resume_contact_recording 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}", 
"InitialContactId": "{{ InitialContactId }}", 
"ContactRecordingType": "{{ ContactRecordingType }}"
}'
;

start_contact_conversational_analytics_job

Starts a Contact Lens post-call analytics job for the specified contact. This API runs Conversational Analytics post-contact analysis on a voice recording that is already attached to the contact, generating transcription, sentiment analysis, redaction, and summarization results based on the provided configuration. A voice recording must already be attached to the contact before calling this API. Use CreateAttachedFile to attach a recording from an S3 source URI. For example, you can call CreateContact, then CreateAttachedFile, then StartContactConversationalAnalyticsJob to create a contact, attach a recording, and run post-call analytics.

EXEC aws.connect.contacts.start_contact_conversational_analytics_job 
@instance_id='{{ instance_id }}' --required, 
@contact_id='{{ contact_id }}' --required, 
@region='{{ region }}' --required 
@@json=
'{
"AnalyticsModes": "{{ AnalyticsModes }}", 
"AnalyticsConfiguration": "{{ AnalyticsConfiguration }}", 
"ClientToken": "{{ ClientToken }}"
}'
;

start_contact_media_processing

Enables in-flight message processing for an ongoing chat session. Message processing will stay active for the rest of the chat, even if an individual contact segment ends.

EXEC aws.connect.contacts.start_contact_media_processing 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}", 
"ProcessorArn": "{{ ProcessorArn }}", 
"FailureMode": "{{ FailureMode }}"
}'
;

start_contact_recording

Starts recording the contact: If the API is called before the agent joins the call, recording starts when the agent joins the call. If the API is called after the agent joins the call, recording starts at the time of the API call. StartContactRecording is a one-time action. For example, if you use StopContactRecording to stop recording an ongoing call, you can't use StartContactRecording to restart it. For scenarios where the recording has started and you want to suspend and resume it, such as when collecting sensitive information (for example, a credit card number), use SuspendContactRecording and ResumeContactRecording. You can use this API to override the recording behavior configured in the Set recording behavior block. Only voice recordings are supported at this time.

EXEC aws.connect.contacts.start_contact_recording 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}", 
"InitialContactId": "{{ InitialContactId }}", 
"VoiceRecordingConfiguration": "{{ VoiceRecordingConfiguration }}"
}'
;

start_contact_streaming

Initiates real-time message streaming for a new chat contact. For more information about message streaming, see Enable real-time chat message streaming in the Connect Customer Administrator Guide. For more information about chat, see the following topics in the Connect Customer Administrator Guide: Concepts: Web and mobile messaging capabilities in Connect Customer Connect Customer Chat security best practices

EXEC aws.connect.contacts.start_contact_streaming 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}", 
"ChatStreamingConfiguration": "{{ ChatStreamingConfiguration }}", 
"ClientToken": "{{ ClientToken }}"
}'
;

stop_contact_media_processing

Stops in-flight message processing for an ongoing chat session.

EXEC aws.connect.contacts.stop_contact_media_processing 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}"
}'
;

stop_contact_recording

Stops recording a call when a contact is being recorded. StopContactRecording is a one-time action. If you use StopContactRecording to stop recording an ongoing call, you can't use StartContactRecording to restart it. For scenarios where the recording has started and you want to suspend it for sensitive information (for example, to collect a credit card number), and then restart it, use SuspendContactRecording and ResumeContactRecording. Only voice recordings are supported at this time.

EXEC aws.connect.contacts.stop_contact_recording 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}", 
"InitialContactId": "{{ InitialContactId }}", 
"ContactRecordingType": "{{ ContactRecordingType }}"
}'
;

stop_contact_streaming

Ends message streaming on a specified contact. To restart message streaming on that contact, call the StartContactStreaming API.

EXEC aws.connect.contacts.stop_contact_streaming 
@region='{{ region }}' --required 
@@json=
'{
"InstanceId": "{{ InstanceId }}", 
"ContactId": "{{ ContactId }}", 
"StreamingId": "{{ StreamingId }}"
}'
;

submit_contact_evaluation

Submits a contact evaluation in the specified Connect Customer instance. Answers included in the request are merged with existing answers for the given evaluation. If no answers or notes are passed, the evaluation is submitted with the existing answers and notes. You can delete an answer or note by passing an empty object ({}) to the question identifier. If a contact evaluation is already in submitted state, this operation will trigger a resubmission.

EXEC aws.connect.contacts.submit_contact_evaluation 
@instance_id='{{ instance_id }}' --required, 
@evaluation_id='{{ evaluation_id }}' --required, 
@region='{{ region }}' --required 
@@json=
'{
"Answers": "{{ Answers }}", 
"Notes": "{{ Notes }}", 
"SubmittedBy": "{{ SubmittedBy }}"
}'
;

update_contact_routing_data

Updates routing priority and age on the contact (QueuePriority and QueueTimeAdjustmentInSeconds). These properties can be used to change a customer's position in the queue. For example, you can move a contact to the back of the queue by setting a lower routing priority relative to other contacts in queue; or you can move a contact to the front of the queue by increasing the routing age which will make the contact look artificially older and therefore higher up in the first-in-first-out routing order. Note that adjusting the routing age of a contact affects only its position in queue, and not its actual queue wait time as reported through metrics. These properties can also be updated by using the Set routing priority / age flow block. Either QueuePriority or QueueTimeAdjustmentInSeconds should be provided within the request body, but not both.

EXEC aws.connect.contacts.update_contact_routing_data 
@instance_id='{{ instance_id }}' --required, 
@contact_id='{{ contact_id }}' --required, 
@region='{{ region }}' --required 
@@json=
'{
"QueueTimeAdjustmentSeconds": {{ QueueTimeAdjustmentSeconds }}, 
"QueuePriority": {{ QueuePriority }}, 
"RoutingCriteria": "{{ RoutingCriteria }}"
}'
;