2025/09/09 - Amazon Connect Service - 11 updated api methods
Changes SDK release for user defined predefined attributes.
{'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}
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.
See also: AWS API Documentation
Request Syntax
client.create_contact(
InstanceId='string',
ClientToken='string',
RelatedContactId='string',
Attributes={
'string': 'string'
},
References={
'string': {
'Value': 'string',
'Type': 'URL'|'ATTACHMENT'|'CONTACT_ANALYSIS'|'NUMBER'|'STRING'|'DATE'|'EMAIL'|'EMAIL_MESSAGE',
'Status': 'AVAILABLE'|'DELETED'|'APPROVED'|'REJECTED'|'PROCESSING'|'FAILED',
'Arn': 'string',
'StatusReason': 'string'
}
},
Channel='VOICE'|'CHAT'|'TASK'|'EMAIL',
InitiationMethod='INBOUND'|'OUTBOUND'|'TRANSFER'|'QUEUE_TRANSFER'|'CALLBACK'|'API'|'DISCONNECT'|'MONITOR'|'EXTERNAL_OUTBOUND'|'WEBRTC_API'|'AGENT_REPLY'|'FLOW',
ExpiryDurationInMinutes=123,
UserInfo={
'UserId': 'string'
},
InitiateAs='CONNECTED_TO_USER'|'COMPLETED',
Name='string',
Description='string',
SegmentAttributes={
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
},
PreviousContactId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.
This field is autopopulated if not provided.
string
The identifier of the contact in this instance of Amazon Connect.
dict
A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes, and can be accessed in flows just like any other contact attributes.
There can be up to 32,768 UTF-8 bytes across all key-value pairs per contact. Attribute keys can include only alphanumeric, dash, and underscore characters.
(string) --
(string) --
dict
A formatted URL that is shown to an agent in the Contact Control Panel (CCP). Tasks can have the following reference types at the time of creation: URL | NUMBER | STRING | DATE | EMAIL | ATTACHMENT.
(string) --
(dict) --
Well-formed data on a contact, used by agents to complete a contact request. You can have up to 4,096 UTF-8 bytes across all references for a contact.
Value (string) --
A valid value for the reference. For example, for a URL reference, a formatted URL that is displayed to an agent in the Contact Control Panel (CCP).
Type (string) -- [REQUIRED]
The type of the reference. DATE must be of type Epoch timestamp.
Status (string) --
Status of the attachment reference type.
Arn (string) --
The Amazon Resource Name (ARN) of the reference
StatusReason (string) --
Relevant details why the reference was not successfully created.
string
[REQUIRED]
The channel for the contact.
string
[REQUIRED]
Indicates how the contact was initiated.
integer
Number of minutes the contact will be active for before expiring
dict
User details for the contact
UserId (string) --
The user identifier for the contact.
string
Initial state of the contact when it's created. Only TASK channel contacts can be initiated with COMPLETED state.
string
The name of a the contact.
string
A description of the contact.
dict
A set of system defined key-value pairs stored on individual contact segments (unique contact ID) using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.
Attribute keys can include only alphanumeric, -, and _.
This field can be used to set Segment Contact Expiry as a duration in minutes.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
string
The ID of the previous contact when creating a transfer contact. This value can be provided only for external audio contacts. For more information, see Integrate Amazon Connect Contact Lens with external voice systems in the Amazon Connect Administrator Guide.
dict
Response Syntax
{
'ContactId': 'string',
'ContactArn': 'string'
}
Response Structure
(dict) --
ContactId (string) --
The identifier of the contact in this instance of Amazon Connect.
ContactArn (string) --
The Amazon Resource Name (ARN) of the created contact.
{'AttributeConfiguration': {'EnableValueValidationOnAssociation': 'boolean'},
'Purposes': ['string']}
Creates a new predefined attribute for the specified Amazon Connect instance. A predefined attribute is made up of a name and a value.
For the predefined attributes per instance quota, see Amazon Connect quotas.
Use cases
Following are common uses cases for this API:
Create an attribute for routing proficiency (for example, agent certification) that has predefined values (for example, a list of possible certifications). For more information, see Create predefined attributes for routing contacts to agents.
Create an attribute for business unit name that has a list of predefined business unit names used in your organization. This is a use case where information for a contact varies between transfers or conferences. For more information, see Use contact segment attributes.
Endpoints: See Amazon Connect endpoints and quotas.
See also: AWS API Documentation
Request Syntax
client.create_predefined_attribute(
InstanceId='string',
Name='string',
Values={
'StringList': [
'string',
]
},
Purposes=[
'string',
],
AttributeConfiguration={
'EnableValueValidationOnAssociation': True|False
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The name of the predefined attribute.
dict
The values of the predefined attribute.
StringList (list) --
Predefined attribute values of type string list.
(string) --
list
Values that enable you to categorize your predefined attributes. You can use them in custom UI elements across the Amazon Connect admin website.
(string) --
dict
Custom metadata that is associated to predefined attributes to control behavior in upstream services, such as controlling how a predefined attribute should be displayed in the Amazon Connect admin website.
EnableValueValidationOnAssociation (boolean) --
When this parameter is set to true, Amazon Connect enforces strict validation on the specific values, if the values are predefined in attributes. The contact will store only valid and predefined values for the predefined attribute key.
None
{'Contact': {'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}}
This API is in preview release for Amazon Connect and is subject to change.
Describes the specified contact.
See also: AWS API Documentation
Request Syntax
client.describe_contact(
InstanceId='string',
ContactId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The identifier of the contact.
dict
Response Syntax
{
'Contact': {
'Arn': 'string',
'Id': 'string',
'InitialContactId': 'string',
'PreviousContactId': 'string',
'ContactAssociationId': 'string',
'InitiationMethod': 'INBOUND'|'OUTBOUND'|'TRANSFER'|'QUEUE_TRANSFER'|'CALLBACK'|'API'|'DISCONNECT'|'MONITOR'|'EXTERNAL_OUTBOUND'|'WEBRTC_API'|'AGENT_REPLY'|'FLOW',
'Name': 'string',
'Description': 'string',
'Channel': 'VOICE'|'CHAT'|'TASK'|'EMAIL',
'QueueInfo': {
'Id': 'string',
'EnqueueTimestamp': datetime(2015, 1, 1)
},
'AgentInfo': {
'Id': 'string',
'ConnectedToAgentTimestamp': datetime(2015, 1, 1),
'AgentPauseDurationInSeconds': 123,
'HierarchyGroups': {
'Level1': {
'Arn': 'string'
},
'Level2': {
'Arn': 'string'
},
'Level3': {
'Arn': 'string'
},
'Level4': {
'Arn': 'string'
},
'Level5': {
'Arn': 'string'
}
},
'DeviceInfo': {
'PlatformName': 'string',
'PlatformVersion': 'string',
'OperatingSystem': 'string'
},
'Capabilities': {
'Video': 'SEND',
'ScreenShare': 'SEND'
},
'AfterContactWorkDuration': 123,
'AfterContactWorkStartTimestamp': datetime(2015, 1, 1),
'AfterContactWorkEndTimestamp': datetime(2015, 1, 1),
'AgentInitiatedHoldDuration': 123,
'StateTransitions': [
{
'State': 'INITIAL'|'CONNECTED'|'DISCONNECTED'|'MISSED',
'StateStartTimestamp': datetime(2015, 1, 1),
'StateEndTimestamp': datetime(2015, 1, 1)
},
]
},
'InitiationTimestamp': datetime(2015, 1, 1),
'DisconnectTimestamp': datetime(2015, 1, 1),
'LastUpdateTimestamp': datetime(2015, 1, 1),
'LastPausedTimestamp': datetime(2015, 1, 1),
'LastResumedTimestamp': datetime(2015, 1, 1),
'TotalPauseCount': 123,
'TotalPauseDurationInSeconds': 123,
'ScheduledTimestamp': datetime(2015, 1, 1),
'RelatedContactId': 'string',
'WisdomInfo': {
'SessionArn': 'string'
},
'CustomerId': 'string',
'CustomerEndpoint': {
'Type': 'TELEPHONE_NUMBER'|'VOIP'|'CONTACT_FLOW'|'CONNECT_PHONENUMBER_ARN'|'EMAIL_ADDRESS',
'Address': 'string',
'DisplayName': 'string'
},
'SystemEndpoint': {
'Type': 'TELEPHONE_NUMBER'|'VOIP'|'CONTACT_FLOW'|'CONNECT_PHONENUMBER_ARN'|'EMAIL_ADDRESS',
'Address': 'string',
'DisplayName': 'string'
},
'QueueTimeAdjustmentSeconds': 123,
'QueuePriority': 123,
'Tags': {
'string': 'string'
},
'ConnectedToSystemTimestamp': datetime(2015, 1, 1),
'RoutingCriteria': {
'Steps': [
{
'Expiry': {
'DurationInSeconds': 123,
'ExpiryTimestamp': datetime(2015, 1, 1)
},
'Expression': {
'AttributeCondition': {
'Name': 'string',
'Value': 'string',
'ProficiencyLevel': ...,
'Range': {
'MinProficiencyLevel': ...,
'MaxProficiencyLevel': ...
},
'MatchCriteria': {
'AgentsCriteria': {
'AgentIds': [
'string',
]
}
},
'ComparisonOperator': 'string'
},
'AndExpression': [
{'... recursive ...'},
],
'OrExpression': [
{'... recursive ...'},
],
'NotAttributeCondition': {
'Name': 'string',
'Value': 'string',
'ProficiencyLevel': ...,
'Range': {
'MinProficiencyLevel': ...,
'MaxProficiencyLevel': ...
},
'MatchCriteria': {
'AgentsCriteria': {
'AgentIds': [
'string',
]
}
},
'ComparisonOperator': 'string'
}
},
'Status': 'ACTIVE'|'INACTIVE'|'JOINED'|'EXPIRED'
},
],
'ActivationTimestamp': datetime(2015, 1, 1),
'Index': 123
},
'Customer': {
'DeviceInfo': {
'PlatformName': 'string',
'PlatformVersion': 'string',
'OperatingSystem': 'string'
},
'Capabilities': {
'Video': 'SEND',
'ScreenShare': 'SEND'
}
},
'Campaign': {
'CampaignId': 'string'
},
'AnsweringMachineDetectionStatus': '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',
'CustomerVoiceActivity': {
'GreetingStartTimestamp': datetime(2015, 1, 1),
'GreetingEndTimestamp': datetime(2015, 1, 1)
},
'QualityMetrics': {
'Agent': {
'Audio': {
'QualityScore': ...,
'PotentialQualityIssues': [
'string',
]
}
},
'Customer': {
'Audio': {
'QualityScore': ...,
'PotentialQualityIssues': [
'string',
]
}
}
},
'ChatMetrics': {
'ChatContactMetrics': {
'MultiParty': True|False,
'TotalMessages': 123,
'TotalBotMessages': 123,
'TotalBotMessageLengthInChars': 123,
'ConversationCloseTimeInMillis': 123,
'ConversationTurnCount': 123,
'AgentFirstResponseTimestamp': datetime(2015, 1, 1),
'AgentFirstResponseTimeInMillis': 123
},
'AgentMetrics': {
'ParticipantId': 'string',
'ParticipantType': 'ALL'|'MANAGER'|'AGENT'|'CUSTOMER'|'THIRDPARTY',
'ConversationAbandon': True|False,
'MessagesSent': 123,
'NumResponses': 123,
'MessageLengthInChars': 123,
'TotalResponseTimeInMillis': 123,
'MaxResponseTimeInMillis': 123,
'LastMessageTimestamp': datetime(2015, 1, 1)
},
'CustomerMetrics': {
'ParticipantId': 'string',
'ParticipantType': 'ALL'|'MANAGER'|'AGENT'|'CUSTOMER'|'THIRDPARTY',
'ConversationAbandon': True|False,
'MessagesSent': 123,
'NumResponses': 123,
'MessageLengthInChars': 123,
'TotalResponseTimeInMillis': 123,
'MaxResponseTimeInMillis': 123,
'LastMessageTimestamp': datetime(2015, 1, 1)
}
},
'DisconnectDetails': {
'PotentialDisconnectIssue': 'string'
},
'AdditionalEmailRecipients': {
'ToList': [
{
'Address': 'string',
'DisplayName': 'string'
},
],
'CcList': [
{
'Address': 'string',
'DisplayName': 'string'
},
]
},
'SegmentAttributes': {
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
},
'Recordings': [
{
'StorageType': 'S3'|'KINESIS_VIDEO_STREAM'|'KINESIS_STREAM'|'KINESIS_FIREHOSE',
'Location': 'string',
'MediaStreamType': 'AUDIO'|'VIDEO',
'ParticipantType': 'ALL'|'MANAGER'|'AGENT'|'CUSTOMER'|'THIRDPARTY',
'FragmentStartNumber': 'string',
'FragmentStopNumber': 'string',
'StartTimestamp': datetime(2015, 1, 1),
'StopTimestamp': datetime(2015, 1, 1),
'Status': 'AVAILABLE'|'DELETED',
'DeletionReason': 'string'
},
],
'DisconnectReason': 'string',
'ContactEvaluations': {
'string': {
'FormId': 'string',
'EvaluationArn': 'string',
'Status': 'COMPLETE'|'IN_PROGRESS'|'DELETED',
'StartTimestamp': datetime(2015, 1, 1),
'EndTimestamp': datetime(2015, 1, 1),
'DeleteTimestamp': datetime(2015, 1, 1),
'ExportLocation': 'string'
}
},
'ContactDetails': {
'Name': 'string',
'Description': 'string'
},
'Attributes': {
'string': 'string'
}
}
}
Response Structure
(dict) --
Contact (dict) --
Information about the contact.
Arn (string) --
The Amazon Resource Name (ARN) for the contact.
Id (string) --
The identifier for the contact.
InitialContactId (string) --
If this contact is related to other contacts, this is the ID of the initial contact.
PreviousContactId (string) --
If this contact is not the first contact, this is the ID of the previous contact.
ContactAssociationId (string) --
This is the root contactId which is used as a unique identifier for all subsequent contacts in a contact tree.
InitiationMethod (string) --
Indicates how the contact was initiated.
Name (string) --
The name of the contact.
Description (string) --
The description of the contact.
Channel (string) --
How the contact reached your contact center.
QueueInfo (dict) --
If this contact was queued, this contains information about the queue.
Id (string) --
The unique identifier for the queue.
EnqueueTimestamp (datetime) --
The timestamp when the contact was added to the queue.
AgentInfo (dict) --
Information about the agent who accepted the contact.
Id (string) --
The identifier of the agent who accepted the contact.
ConnectedToAgentTimestamp (datetime) --
The timestamp when the contact was connected to the agent.
AgentPauseDurationInSeconds (integer) --
Agent pause duration for a contact in seconds.
HierarchyGroups (dict) --
The agent hierarchy groups for the agent.
Level1 (dict) --
The group at level one of the agent hierarchy.
Arn (string) --
The Amazon Resource Name (ARN) of the group.
Level2 (dict) --
The group at level two of the agent hierarchy.
Arn (string) --
The Amazon Resource Name (ARN) of the group.
Level3 (dict) --
The group at level three of the agent hierarchy.
Arn (string) --
The Amazon Resource Name (ARN) of the group.
Level4 (dict) --
The group at level four of the agent hierarchy.
Arn (string) --
The Amazon Resource Name (ARN) of the group.
Level5 (dict) --
The group at level five of the agent hierarchy.
Arn (string) --
The Amazon Resource Name (ARN) of the group.
DeviceInfo (dict) --
Information regarding Agent’s device.
PlatformName (string) --
Name of the platform that the participant used for the call.
PlatformVersion (string) --
Version of the platform that the participant used for the call.
OperatingSystem (string) --
Operating system that the participant used for the call.
Capabilities (dict) --
The configuration for the allowed video and screen sharing capabilities for participants present over the call. For more information, see Set up in-app, web, video calling, and screen sharing capabilities in the Amazon Connect Administrator Guide.
Video (string) --
The configuration having the video and screen sharing capabilities for participants over the call.
ScreenShare (string) --
The screen sharing capability that is enabled for the participant. SEND indicates the participant can share their screen.
AfterContactWorkDuration (integer) --
The difference in time, in whole seconds, between AfterContactWorkStartTimestamp and AfterContactWorkEndTimestamp.
AfterContactWorkStartTimestamp (datetime) --
The date and time when the agent started doing After Contact Work for the contact, in UTC time.
AfterContactWorkEndTimestamp (datetime) --
The date and time when the agent ended After Contact Work for the contact, in UTC time. In cases when agent finishes doing AfterContactWork for chat contacts and switches their activity status to offline or equivalent without clearing the contact in CCP, discrepancies may be noticed for AfterContactWorkEndTimestamp.
AgentInitiatedHoldDuration (integer) --
The total hold duration in seconds initiated by the agent.
StateTransitions (list) --
List of StateTransition for a supervisor.
(dict) --
Information about the state transition of a supervisor.
State (string) --
The state of the transition.
StateStartTimestamp (datetime) --
The date and time when the state started in UTC time.
StateEndTimestamp (datetime) --
The date and time when the state ended in UTC time.
InitiationTimestamp (datetime) --
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.
DisconnectTimestamp (datetime) --
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.
LastUpdateTimestamp (datetime) --
The timestamp when contact was last updated.
LastPausedTimestamp (datetime) --
The timestamp when the contact was last paused.
LastResumedTimestamp (datetime) --
The timestamp when the contact was last resumed.
TotalPauseCount (integer) --
Total pause count for a contact.
TotalPauseDurationInSeconds (integer) --
Total pause duration for a contact in seconds.
ScheduledTimestamp (datetime) --
The timestamp, in Unix epoch time format, at which to start running the inbound flow.
RelatedContactId (string) --
The contactId that is related to this contact.
WisdomInfo (dict) --
Information about Amazon Connect Wisdom.
SessionArn (string) --
The Amazon Resource Name (ARN) of the Wisdom session.
CustomerId (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 Amazon Connect Voice ID capability, this attribute is populated with the CustomerSpeakerId of the caller.
CustomerEndpoint (dict) --
The customer or external third party participant endpoint.
Type (string) --
Type of endpoint.
Address (string) --
Address of the endpoint.
DisplayName (string) --
Display name of the endpoint.
SystemEndpoint (dict) --
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.
Type (string) --
Type of endpoint.
Address (string) --
Address of the endpoint.
DisplayName (string) --
Display name of the endpoint.
QueueTimeAdjustmentSeconds (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.
QueuePriority (integer) --
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.
Tags (dict) --
Tags associated with the contact. This contains both Amazon Web Services generated and user-defined tags.
(string) --
(string) --
ConnectedToSystemTimestamp (datetime) --
The timestamp when customer endpoint connected to Amazon Connect.
RoutingCriteria (dict) --
Latest routing criteria on the contact.
Steps (list) --
List of routing steps. When Amazon Connect does not find an available agent meeting the requirements in a step for a given step duration, the routing criteria will move on to the next step sequentially until a join is completed with an agent. When all steps are exhausted, the contact will be offered to any agent in the queue.
(dict) --
Step signifies the criteria to be used for routing to an agent
Expiry (dict) --
An object to specify the expiration of a routing step.
DurationInSeconds (integer) --
The number of seconds to wait before expiring the routing step.
ExpiryTimestamp (datetime) --
The timestamp indicating when the routing step expires.
Expression (dict) --
A tagged union to specify expression for a routing step.
AttributeCondition (dict) --
An object to specify the predefined attribute condition.
Name (string) --
The name of predefined attribute.
Value (string) --
The value of predefined attribute.
ProficiencyLevel (float) --
The proficiency level of the condition.
Range (dict) --
An Object to define the minimum and maximum proficiency levels.
MinProficiencyLevel (float) --
The minimum proficiency level of the range.
MaxProficiencyLevel (float) --
The maximum proficiency level of the range.
MatchCriteria (dict) --
An object to define AgentsCriteria.
AgentsCriteria (dict) --
An object to define agentIds.
AgentIds (list) --
An object to specify a list of agents, by user ID.
(string) --
ComparisonOperator (string) --
The operator of the condition.
AndExpression (list) --
List of routing expressions which will be AND-ed together.
(dict) --
A tagged union to specify expression for a routing step.
OrExpression (list) --
List of routing expressions which will be OR-ed together.
(dict) --
A tagged union to specify expression for a routing step.
NotAttributeCondition (dict) --
An object to specify the predefined attribute condition.
Name (string) --
The name of predefined attribute.
Value (string) --
The value of predefined attribute.
ProficiencyLevel (float) --
The proficiency level of the condition.
Range (dict) --
An Object to define the minimum and maximum proficiency levels.
MinProficiencyLevel (float) --
The minimum proficiency level of the range.
MaxProficiencyLevel (float) --
The maximum proficiency level of the range.
MatchCriteria (dict) --
An object to define AgentsCriteria.
AgentsCriteria (dict) --
An object to define agentIds.
AgentIds (list) --
An object to specify a list of agents, by user ID.
(string) --
ComparisonOperator (string) --
The operator of the condition.
Status (string) --
Represents status of the Routing step.
ActivationTimestamp (datetime) --
The timestamp indicating when the routing criteria is set to active. A routing criteria is activated when contact is transferred to a queue. ActivationTimestamp will be set on routing criteria for contacts in agent queue even though Routing criteria is never activated for contacts in agent queue.
Index (integer) --
Information about the index of the routing criteria.
Customer (dict) --
Information about the Customer on the contact.
DeviceInfo (dict) --
Information regarding Customer’s device.
PlatformName (string) --
Name of the platform that the participant used for the call.
PlatformVersion (string) --
Version of the platform that the participant used for the call.
OperatingSystem (string) --
Operating system that the participant used for the call.
Capabilities (dict) --
The configuration for the allowed video and screen sharing capabilities for participants present over the call. For more information, see Set up in-app, web, video calling, and screen sharing capabilities in the Amazon Connect Administrator Guide.
Video (string) --
The configuration having the video and screen sharing capabilities for participants over the call.
ScreenShare (string) --
The screen sharing capability that is enabled for the participant. SEND indicates the participant can share their screen.
Campaign (dict) --
Information associated with a campaign.
CampaignId (string) --
A unique identifier for a campaign.
AnsweringMachineDetectionStatus (string) --
Indicates how an outbound campaign call is actually disposed if the contact is connected to Amazon Connect.
CustomerVoiceActivity (dict) --
Information about customer’s voice activity.
GreetingStartTimestamp (datetime) --
Timestamp that measures the beginning of the customer greeting from an outbound voice call.
GreetingEndTimestamp (datetime) --
Timestamp that measures the end of the customer greeting from an outbound voice call.
QualityMetrics (dict) --
Information about the quality of the participant's media connection.
Agent (dict) --
Information about the quality of Agent media connection.
Audio (dict) --
Information about the audio quality of the Agent
QualityScore (float) --
Number measuring the estimated quality of the media connection.
PotentialQualityIssues (list) --
List of potential issues causing degradation of quality on a media connection. If the service did not detect any potential quality issues the list is empty.
Valid values: HighPacketLoss | HighRoundTripTime | HighJitterBuffer
(string) --
Customer (dict) --
Information about the quality of Customer media connection.
Audio (dict) --
Information about the audio quality of the Customer
QualityScore (float) --
Number measuring the estimated quality of the media connection.
PotentialQualityIssues (list) --
List of potential issues causing degradation of quality on a media connection. If the service did not detect any potential quality issues the list is empty.
Valid values: HighPacketLoss | HighRoundTripTime | HighJitterBuffer
(string) --
ChatMetrics (dict) --
Information about how agent, bot, and customer interact in a chat contact.
ChatContactMetrics (dict) --
Information about the overall participant interactions at the contact level.
MultiParty (boolean) --
A boolean flag indicating whether multiparty chat or supervisor barge were enabled on this contact.
TotalMessages (integer) --
The number of chat messages on the contact.
TotalBotMessages (integer) --
The total number of bot and automated messages on a chat contact.
TotalBotMessageLengthInChars (integer) --
The total number of characters from bot and automated messages on a chat contact.
ConversationCloseTimeInMillis (integer) --
The time it took for a contact to end after the last customer message.
ConversationTurnCount (integer) --
The number of conversation turns in a chat contact, which represents the back-and-forth exchanges between customer and other participants.
AgentFirstResponseTimestamp (datetime) --
The agent first response timestamp for a chat contact.
AgentFirstResponseTimeInMillis (integer) --
The time for an agent to respond after obtaining a chat contact.
AgentMetrics (dict) --
Information about agent interactions in a contact.
ParticipantId (string) --
The Participant's ID.
ParticipantType (string) --
Information about the conversation participant. Following are the participant types: [Agent, Customer, Supervisor].
ConversationAbandon (boolean) --
A boolean flag indicating whether the chat conversation was abandoned by a Participant.
MessagesSent (integer) --
Number of chat messages sent by Participant.
NumResponses (integer) --
Number of chat messages sent by Participant.
MessageLengthInChars (integer) --
Number of chat characters sent by Participant.
TotalResponseTimeInMillis (integer) --
Total chat response time by Participant.
MaxResponseTimeInMillis (integer) --
Maximum chat response time by Participant.
LastMessageTimestamp (datetime) --
Timestamp of last chat message by Participant.
CustomerMetrics (dict) --
Information about customer interactions in a contact.
ParticipantId (string) --
The Participant's ID.
ParticipantType (string) --
Information about the conversation participant. Following are the participant types: [Agent, Customer, Supervisor].
ConversationAbandon (boolean) --
A boolean flag indicating whether the chat conversation was abandoned by a Participant.
MessagesSent (integer) --
Number of chat messages sent by Participant.
NumResponses (integer) --
Number of chat messages sent by Participant.
MessageLengthInChars (integer) --
Number of chat characters sent by Participant.
TotalResponseTimeInMillis (integer) --
Total chat response time by Participant.
MaxResponseTimeInMillis (integer) --
Maximum chat response time by Participant.
LastMessageTimestamp (datetime) --
Timestamp of last chat message by Participant.
DisconnectDetails (dict) --
Information about the call disconnect experience.
PotentialDisconnectIssue (string) --
Indicates the potential disconnection issues for a call. This field is not populated if the service does not detect potential issues.
AdditionalEmailRecipients (dict) --
List of additional email addresses for an email contact.
ToList (list) --
List of additional TO email recipients for an email contact.
(dict) --
Information about the email recipient
Address (string) --
Address of the email recipient.
DisplayName (string) --
Display name of the email recipient.
CcList (list) --
List of additional CC email recipients for an email contact.
(dict) --
Information about the email recipient
Address (string) --
Address of the email recipient.
DisplayName (string) --
Display name of the email recipient.
SegmentAttributes (dict) --
A set of system defined key-value pairs stored on individual contact segments using an attribute map. The attributes are standard Amazon Connect 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.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
Recordings (list) --
If recording was enabled, this is information about the recordings.
(dict) --
Information about a voice recording, chat transcript, or screen recording.
StorageType (string) --
Where the recording/transcript is stored.
Location (string) --
The location, in Amazon S3, for the recording/transcript.
MediaStreamType (string) --
Information about the media stream used during the conversation.
ParticipantType (string) --
Information about the conversation participant, whether they are an agent or contact. The participant types are as follows:
All
Manager
Agent
Customer
Thirdparty
Supervisor
FragmentStartNumber (string) --
The number that identifies the Kinesis Video Streams fragment where the customer audio stream started.
FragmentStopNumber (string) --
The number that identifies the Kinesis Video Streams fragment where the customer audio stream stopped.
StartTimestamp (datetime) --
When the conversation of the last leg of the recording started in UTC time.
StopTimestamp (datetime) --
When the conversation of the last leg of recording stopped in UTC time.
Status (string) --
The status of the recording/transcript.
DeletionReason (string) --
If the recording/transcript was deleted, this is the reason entered for the deletion.
DisconnectReason (string) --
The disconnect reason for the contact.
ContactEvaluations (dict) --
Information about the contact evaluations where the key is the FormId, which is a unique identifier for the form.
(string) --
(dict) --
Information about the contact evaluations where the key is the FormId, which is a unique identifier for the form.
FormId (string) --
The FormId of the contact evaluation.
EvaluationArn (string) --
The Amazon Resource Name for the evaluation form. It is always present.
Status (string) --
The status of the evaluation.
StartTimestamp (datetime) --
The date and time when the evaluation was started, in UTC time.
EndTimestamp (datetime) --
The date and time when the evaluation was submitted, in UTC time.
DeleteTimestamp (datetime) --
The date and time when the evaluation was deleted, in UTC time.
ExportLocation (string) --
The path where evaluation was exported.
ContactDetails (dict) --
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.
Name (string) --
The name of the contact details.
Description (string) --
Teh description of the contact details.
Attributes (dict) --
The attributes of the contact.
(string) --
(string) --
{'PredefinedAttribute': {'AttributeConfiguration': {'EnableValueValidationOnAssociation': 'boolean',
'IsReadOnly': 'boolean'},
'Purposes': ['string']}}
Describes a predefined attribute for the specified Amazon Connect instance. A predefined attribute is made up of a name and a value. You can use predefined attributes for:
Routing proficiency (for example, agent certification) that has predefined values (for example, a list of possible certifications). For more information, see Create predefined attributes for routing contacts to agents.
Contact information that varies between transfers or conferences, such as the name of the business unit handling the contact. For more information, see Use contact segment attributes.
For the predefined attributes per instance quota, see Amazon Connect quotas.
Endpoints: See Amazon Connect endpoints and quotas.
See also: AWS API Documentation
Request Syntax
client.describe_predefined_attribute(
InstanceId='string',
Name='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The name of the predefined attribute.
dict
Response Syntax
{
'PredefinedAttribute': {
'Name': 'string',
'Values': {
'StringList': [
'string',
]
},
'Purposes': [
'string',
],
'AttributeConfiguration': {
'EnableValueValidationOnAssociation': True|False,
'IsReadOnly': True|False
},
'LastModifiedTime': datetime(2015, 1, 1),
'LastModifiedRegion': 'string'
}
}
Response Structure
(dict) --
PredefinedAttribute (dict) --
Information about the predefined attribute.
Name (string) --
The name of the predefined attribute.
Values (dict) --
The values of the predefined attribute.
StringList (list) --
Predefined attribute values of type string list.
(string) --
Purposes (list) --
Values that enable you to categorize your predefined attributes. You can use them in custom UI elements across the Amazon Connect admin website.
(string) --
AttributeConfiguration (dict) --
Custom metadata that is associated to predefined attributes to control behavior in upstream services, such as controlling how a predefined attribute should be displayed in the Amazon Connect admin website.
EnableValueValidationOnAssociation (boolean) --
When this parameter is set to true, Amazon Connect enforces strict validation on the specific values, if the values are predefined in attributes. The contact will store only valid and predefined values for teh predefined attribute key.
IsReadOnly (boolean) --
A boolean flag used to indicate whether a predefined attribute should be displayed in the Amazon Connect admin website.
LastModifiedTime (datetime) --
Last modified time.
LastModifiedRegion (string) --
Last modified region.
{'PredefinedAttributes': {'AttributeConfiguration': {'EnableValueValidationOnAssociation': 'boolean',
'IsReadOnly': 'boolean'},
'Purposes': ['string']}}
Searches predefined attributes that meet certain criteria. A predefined attribute is made up of a name and a value. You can use predefined attributes for:
Routing proficiency (for example, agent certification) that has predefined values (for example, a list of possible certifications). For more information, see Create predefined attributes for routing contacts to agents.
Contact information that varies between transfers or conferences, such as the name of the business unit handling the contact. For more information, see Use contact segment attributes.
For the predefined attributes per instance quota, see Amazon Connect quotas.
Endpoints: See Amazon Connect endpoints and quotas.
See also: AWS API Documentation
Request Syntax
client.search_predefined_attributes(
InstanceId='string',
NextToken='string',
MaxResults=123,
SearchCriteria={
'OrConditions': [
{'... recursive ...'},
],
'AndConditions': [
{'... recursive ...'},
],
'StringCondition': {
'FieldName': 'string',
'Value': 'string',
'ComparisonType': 'STARTS_WITH'|'CONTAINS'|'EXACT'
}
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
integer
The maximum number of results to return per page.
dict
The search criteria to be used to return predefined attributes.
OrConditions (list) --
A list of conditions which would be applied together with an OR condition.
(dict) --
The search criteria to be used to return predefined attributes.
AndConditions (list) --
A list of conditions which would be applied together with an AND condition.
(dict) --
The search criteria to be used to return predefined attributes.
StringCondition (dict) --
A leaf node condition which can be used to specify a string condition.
FieldName (string) --
The name of the field in the string condition.
Value (string) --
The value of the string.
ComparisonType (string) --
The type of comparison to be made when evaluating the string condition.
dict
Response Syntax
{
'PredefinedAttributes': [
{
'Name': 'string',
'Values': {
'StringList': [
'string',
]
},
'Purposes': [
'string',
],
'AttributeConfiguration': {
'EnableValueValidationOnAssociation': True|False,
'IsReadOnly': True|False
},
'LastModifiedTime': datetime(2015, 1, 1),
'LastModifiedRegion': 'string'
},
],
'NextToken': 'string',
'ApproximateTotalCount': 123
}
Response Structure
(dict) --
PredefinedAttributes (list) --
Predefined attributes matched by the search criteria.
(dict) --
Information about a predefined attribute.
Name (string) --
The name of the predefined attribute.
Values (dict) --
The values of the predefined attribute.
StringList (list) --
Predefined attribute values of type string list.
(string) --
Purposes (list) --
Values that enable you to categorize your predefined attributes. You can use them in custom UI elements across the Amazon Connect admin website.
(string) --
AttributeConfiguration (dict) --
Custom metadata that is associated to predefined attributes to control behavior in upstream services, such as controlling how a predefined attribute should be displayed in the Amazon Connect admin website.
EnableValueValidationOnAssociation (boolean) --
When this parameter is set to true, Amazon Connect enforces strict validation on the specific values, if the values are predefined in attributes. The contact will store only valid and predefined values for teh predefined attribute key.
IsReadOnly (boolean) --
A boolean flag used to indicate whether a predefined attribute should be displayed in the Amazon Connect admin website.
LastModifiedTime (datetime) --
Last modified time.
LastModifiedRegion (string) --
Last modified region.
NextToken (string) --
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
ApproximateTotalCount (integer) --
The approximate number of predefined attributes which matched your search query.
{'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}
Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the CreateParticipantConnection API in the Amazon Connect Participant Service.
When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking CreateParticipantConnection with WEBSOCKET and CONNECTION_CREDENTIALS.
A 429 error occurs in the following situations:
API rate limit is exceeded. API TPS throttling returns a TooManyRequests exception.
The quota for concurrent active chats is exceeded. Active chat throttling returns a LimitExceededException.
If you use the ChatDurationInMinutes parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support.
For more information about chat, see the following topics in the Amazon Connect Administrator Guide:
See also: AWS API Documentation
Request Syntax
client.start_chat_contact(
InstanceId='string',
ContactFlowId='string',
Attributes={
'string': 'string'
},
ParticipantDetails={
'DisplayName': 'string'
},
InitialMessage={
'ContentType': 'string',
'Content': 'string'
},
ClientToken='string',
ChatDurationInMinutes=123,
SupportedMessagingContentTypes=[
'string',
],
PersistentChat={
'RehydrationType': 'ENTIRE_PAST_SESSION'|'FROM_SEGMENT',
'SourceContactId': 'string'
},
RelatedContactId='string',
SegmentAttributes={
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
},
CustomerId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The identifier of the flow for initiating the chat. To see the ContactFlowId in the Amazon Connect admin website, on the navigation menu go to Routing, Flows. Choose the flow. On the flow page, under the name of the flow, choose Show additional flow information. The ContactFlowId is the last part of the ARN, shown here in bold:
arn:aws:connect:us-west-2:xxxxxxxxxxxx:instance/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/contact-flow/846ec553-a005-41c0-8341-xxxxxxxxxxxx
dict
A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows just like any other contact attributes.
There can be up to 32,768 UTF-8 bytes across all key-value pairs per contact. Attribute keys can include only alphanumeric, dash, and underscore characters.
(string) --
(string) --
dict
[REQUIRED]
Information identifying the participant.
DisplayName (string) -- [REQUIRED]
Display name of the participant.
dict
The initial message to be sent to the newly created chat.
ContentType (string) -- [REQUIRED]
The type of the content. Supported types are text/plain, text/markdown, application/json, and application/vnd.amazonaws.connect.message.interactive.response.
Content (string) -- [REQUIRED]
The content of the chat message.
For text/plain and text/markdown, the Length Constraints are Minimum of 1, Maximum of 1024.
For application/json, the Length Constraints are Minimum of 1, Maximum of 12000.
For application/vnd.amazonaws.connect.message.interactive.response, the Length Constraints are Minimum of 1, Maximum of 12288.
string
A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.
This field is autopopulated if not provided.
integer
The total duration of the newly started chat session. If not specified, the chat session duration defaults to 25 hour. The minimum configurable time is 60 minutes. The maximum configurable time is 10,080 minutes (7 days).
list
The supported chat message content types. Supported types are text/plain, text/markdown, application/json, application/vnd.amazonaws.connect.message.interactive, and application/vnd.amazonaws.connect.message.interactive.response.
Content types must always contain text/plain. You can then put any other supported type in the list. For example, all the following lists are valid because they contain text/plain: [text/plain, text/markdown, application/json], [text/markdown, text/plain], [text/plain, application/json, application/vnd.amazonaws.connect.message.interactive.response].
(string) --
dict
Enable persistent chats. For more information about enabling persistent chat, and for example use cases and how to configure for them, see Enable persistent chat.
RehydrationType (string) --
The contactId that is used for rehydration depends on the rehydration type. RehydrationType is required for persistent chat.
ENTIRE_PAST_SESSION: Rehydrates a chat from the most recently terminated past chat contact of the specified past ended chat session. To use this type, provide the initialContactId of the past ended chat session in the sourceContactId field. In this type, Amazon Connect determines the most recent chat contact on the specified chat session that has ended, and uses it to start a persistent chat.
FROM_SEGMENT: Rehydrates a chat from the past chat contact that is specified in the sourceContactId field.
The actual contactId used for rehydration is provided in the response of this API.
SourceContactId (string) --
The contactId from which a persistent chat session must be started.
string
The unique identifier for an Amazon Connect contact. This identifier is related to the chat starting.
dict
A set of system defined key-value pairs stored on individual contact segments using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.
Attribute keys can include only alphanumeric, -, and _.
This field can be used to show channel subtype, such as connect:Guide.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
string
The customer's identification number. For example, the CustomerId may be a customer number from your CRM.
dict
Response Syntax
{
'ContactId': 'string',
'ParticipantId': 'string',
'ParticipantToken': 'string',
'ContinuedFromContactId': 'string'
}
Response Structure
(dict) --
ContactId (string) --
The identifier of this contact within the Amazon Connect instance.
ParticipantId (string) --
The identifier for a chat participant. The participantId for a chat participant is the same throughout the chat lifecycle.
ParticipantToken (string) --
The token used by the chat participant to call CreateParticipantConnection. The participant token is valid for the lifetime of a chat participant.
ContinuedFromContactId (string) --
The contactId from which a persistent chat session is started. This field is populated only for persistent chats.
{'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}
Creates an inbound email contact and initiates a flow to start the email contact for the customer. Response of this API provides the ContactId of the email contact created.
See also: AWS API Documentation
Request Syntax
client.start_email_contact(
InstanceId='string',
FromEmailAddress={
'EmailAddress': 'string',
'DisplayName': 'string'
},
DestinationEmailAddress='string',
Description='string',
References={
'string': {
'Value': 'string',
'Type': 'URL'|'ATTACHMENT'|'CONTACT_ANALYSIS'|'NUMBER'|'STRING'|'DATE'|'EMAIL'|'EMAIL_MESSAGE',
'Status': 'AVAILABLE'|'DELETED'|'APPROVED'|'REJECTED'|'PROCESSING'|'FAILED',
'Arn': 'string',
'StatusReason': 'string'
}
},
Name='string',
EmailMessage={
'MessageSourceType': 'RAW',
'RawMessage': {
'Subject': 'string',
'Body': 'string',
'ContentType': 'string',
'Headers': {
'string': 'string'
}
}
},
AdditionalRecipients={
'ToAddresses': [
{
'EmailAddress': 'string',
'DisplayName': 'string'
},
],
'CcAddresses': [
{
'EmailAddress': 'string',
'DisplayName': 'string'
},
]
},
Attachments=[
{
'FileName': 'string',
'S3Url': 'string'
},
],
ContactFlowId='string',
RelatedContactId='string',
Attributes={
'string': 'string'
},
SegmentAttributes={
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
},
ClientToken='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
dict
[REQUIRED]
The email address of the customer.
EmailAddress (string) -- [REQUIRED]
The email address, including the domain.
DisplayName (string) --
The display name of email address.
string
[REQUIRED]
The email address associated with the Amazon Connect instance.
string
A description of the email contact.
dict
A formatted URL that is shown to an agent in the Contact Control Panel (CCP). Emails can have the following reference types at the time of creation: URL | NUMBER | STRING | DATE. EMAIL | EMAIL_MESSAGE | ATTACHMENT are not a supported reference type during email creation.
(string) --
(dict) --
Well-formed data on a contact, used by agents to complete a contact request. You can have up to 4,096 UTF-8 bytes across all references for a contact.
Value (string) --
A valid value for the reference. For example, for a URL reference, a formatted URL that is displayed to an agent in the Contact Control Panel (CCP).
Type (string) -- [REQUIRED]
The type of the reference. DATE must be of type Epoch timestamp.
Status (string) --
Status of the attachment reference type.
Arn (string) --
The Amazon Resource Name (ARN) of the reference
StatusReason (string) --
Relevant details why the reference was not successfully created.
string
The name of a email that is shown to an agent in the Contact Control Panel (CCP).
dict
[REQUIRED]
The email message body to be sent to the newly created email.
MessageSourceType (string) -- [REQUIRED]
The message source type, that is, RAW.
RawMessage (dict) --
The raw email body content.
Subject (string) -- [REQUIRED]
The email subject.
Body (string) -- [REQUIRED]
The email message body.
ContentType (string) -- [REQUIRED]
Type of content, that is, text/plain or text/html.
Headers (dict) --
Headers present in inbound email.
(string) --
(string) --
dict
The additional recipients address of the email.
ToAddresses (list) --
The additional recipients information present in to list. You must have 1 required recipient ( DestinationEmailAddress). You can then specify up to 49 additional recipients (across ToAddresses and CcAddresses), for a total of 50 recipients.
(dict) --
Contains information about a source or destination email address.
EmailAddress (string) -- [REQUIRED]
The email address, including the domain.
DisplayName (string) --
The display name of email address.
CcAddresses (list) --
The additional recipients information present in cc list. You must have 1 required recipient ( DestinationEmailAddress). You can then specify up to 49 additional recipients (across ToAddresses and CcAddresses), for a total of 50 recipients.
(dict) --
Contains information about a source or destination email address.
EmailAddress (string) -- [REQUIRED]
The email address, including the domain.
DisplayName (string) --
The display name of email address.
list
List of S3 presigned URLs of email attachments and their file name.
(dict) --
Information about the email attachment files.
FileName (string) -- [REQUIRED]
A case-sensitive name of the attached file being uploaded.
S3Url (string) -- [REQUIRED]
The pre-signed URLs for the S3 bucket where the email attachment is stored.
string
The identifier of the flow for initiating the emails. To see the ContactFlowId in the Amazon Connect admin website, on the navigation menu go to Routing, Flows. Choose the flow. On the flow page, under the name of the flow, choose Show additional flow information. The ContactFlowId is the last part of the ARN, shown here in bold:
arn:aws:connect:us-west-2:xxxxxxxxxxxx:instance/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/contact-flow/846ec553-a005-41c0-8341-xxxxxxxxxxxx
string
The contactId that is related to this contact. Linking emails together by using RelatedContactID copies over contact attributes from the related email contact to the new email contact. All updates to user-defined attributes in the new email contact are limited to the individual contact ID. There are no limits to the number of contacts that can be linked by using RelatedContactId.
dict
A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes, and can be accessed in flows just like any other contact attributes.
There can be up to 32,768 UTF-8 bytes across all key-value pairs per contact. Attribute keys can include only alphanumeric, dash, and underscore characters.
(string) --
(string) --
dict
A set of system defined key-value pairs stored on individual contact segments using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.
Attribute keys can include only alphanumeric, -, and _.
This field can be used to show channel subtype, such as connect:Guide.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
string
A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.
This field is autopopulated if not provided.
dict
Response Syntax
{
'ContactId': 'string'
}
Response Structure
(dict) --
ContactId (string) --
The identifier of this contact within the Amazon Connect instance.
{'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}
Initiates a new outbound SMS contact to a customer. Response of this API provides the ContactId of the outbound SMS contact created.
SourceEndpoint only supports Endpoints with CONNECT_PHONENUMBER_ARN as Type and DestinationEndpoint only supports Endpoints with TELEPHONE_NUMBER as Type. ContactFlowId initiates the flow to manage the new SMS contact created.
This API can be used to initiate outbound SMS contacts for an agent, or it can also deflect an ongoing contact to an outbound SMS contact by using the StartOutboundChatContact Flow Action.
For more information about using SMS in Amazon Connect, see the following topics in the Amazon Connect Administrator Guide:
See also: AWS API Documentation
Request Syntax
client.start_outbound_chat_contact(
SourceEndpoint={
'Type': 'TELEPHONE_NUMBER'|'VOIP'|'CONTACT_FLOW'|'CONNECT_PHONENUMBER_ARN'|'EMAIL_ADDRESS',
'Address': 'string'
},
DestinationEndpoint={
'Type': 'TELEPHONE_NUMBER'|'VOIP'|'CONTACT_FLOW'|'CONNECT_PHONENUMBER_ARN'|'EMAIL_ADDRESS',
'Address': 'string'
},
InstanceId='string',
SegmentAttributes={
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
},
Attributes={
'string': 'string'
},
ContactFlowId='string',
ChatDurationInMinutes=123,
ParticipantDetails={
'DisplayName': 'string'
},
InitialSystemMessage={
'ContentType': 'string',
'Content': 'string'
},
RelatedContactId='string',
SupportedMessagingContentTypes=[
'string',
],
ClientToken='string'
)
dict
[REQUIRED]
Information about the endpoint.
Type (string) --
Type of the endpoint.
Address (string) --
Address of the endpoint.
dict
[REQUIRED]
Information about the endpoint.
Type (string) --
Type of the endpoint.
Address (string) --
Address of the endpoint.
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
dict
[REQUIRED]
A set of system defined key-value pairs stored on individual contact segments using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.
Attribute keys can include only alphanumeric, -, and _.
This field can be used to show channel subtype, such as connect:Guide and connect:SMS.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
dict
A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes, and can be accessed in flows just like any other contact attributes.
(string) --
(string) --
string
[REQUIRED]
The identifier of the flow for the call. To see the ContactFlowId in the Amazon Connect console user interface, on the navigation menu go to Routing, Contact Flows. Choose the flow. On the flow page, under the name of the flow, choose Show additional flow information. The ContactFlowId is the last part of the ARN, shown here in bold:
arn:aws:connect:us-west-2:xxxxxxxxxxxx:instance/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/contact-flow/123ec456-a007-89c0-1234-xxxxxxxxxxxx
integer
The total duration of the newly started chat session. If not specified, the chat session duration defaults to 25 hour. The minimum configurable time is 60 minutes. The maximum configurable time is 10,080 minutes (7 days).
dict
The customer's details.
DisplayName (string) -- [REQUIRED]
Display name of the participant.
dict
A chat message.
ContentType (string) -- [REQUIRED]
The type of the content. Supported types are text/plain, text/markdown, application/json, and application/vnd.amazonaws.connect.message.interactive.response.
Content (string) -- [REQUIRED]
The content of the chat message.
For text/plain and text/markdown, the Length Constraints are Minimum of 1, Maximum of 1024.
For application/json, the Length Constraints are Minimum of 1, Maximum of 12000.
For application/vnd.amazonaws.connect.message.interactive.response, the Length Constraints are Minimum of 1, Maximum of 12288.
string
The unique identifier for an Amazon Connect contact. This identifier is related to the contact starting.
list
The supported chat message content types. Supported types are:
text/plain
text/markdown
application/json, application/vnd.amazonaws.connect.message.interactive
application/vnd.amazonaws.connect.message.interactive.response
Content types must always contain text/plain. You can then put any other supported type in the list. For example, all the following lists are valid because they contain text/plain:
[text/plain, text/markdown, application/json]
[text/markdown, text/plain]
[text/plain, application/json, application/vnd.amazonaws.connect.message.interactive.response]
(string) --
string
A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the AWS SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs. The token is valid for 7 days after creation. If a contact is already started, the contact ID is returned.
This field is autopopulated if not provided.
dict
Response Syntax
{
'ContactId': 'string'
}
Response Structure
(dict) --
ContactId (string) --
The identifier of this contact within the Amazon Connect instance.
{'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}
Initiates a flow to start a new task contact. For more information about task contacts, see Concepts: Tasks in Amazon Connect in the Amazon Connect Administrator Guide.
When using PreviousContactId and RelatedContactId input parameters, note the following:
PreviousContactId
Any updates to user-defined task contact attributes on any contact linked through the same PreviousContactId will affect every contact in the chain.
There can be a maximum of 12 linked task contacts in a chain. That is, 12 task contacts can be created that share the same PreviousContactId.
RelatedContactId
Copies contact attributes from the related task contact to the new contact.
Any update on attributes in a new task contact does not update attributes on previous contact.
There’s no limit on the number of task contacts that can be created that use the same RelatedContactId.
In addition, when calling StartTaskContact include only one of these parameters: ContactFlowID, QuickConnectID, or TaskTemplateID. Only one parameter is required as long as the task template has a flow configured to run it. If more than one parameter is specified, or only the TaskTemplateID is specified but it does not have a flow configured, the request returns an error because Amazon Connect cannot identify the unique flow to run when the task is created.
A ServiceQuotaExceededException occurs when the number of open tasks exceeds the active tasks quota or there are already 12 tasks referencing the same PreviousContactId. For more information about service quotas for task contacts, see Amazon Connect service quotas in the Amazon Connect Administrator Guide.
See also: AWS API Documentation
Request Syntax
client.start_task_contact(
InstanceId='string',
PreviousContactId='string',
ContactFlowId='string',
Attributes={
'string': 'string'
},
Name='string',
References={
'string': {
'Value': 'string',
'Type': 'URL'|'ATTACHMENT'|'CONTACT_ANALYSIS'|'NUMBER'|'STRING'|'DATE'|'EMAIL'|'EMAIL_MESSAGE',
'Status': 'AVAILABLE'|'DELETED'|'APPROVED'|'REJECTED'|'PROCESSING'|'FAILED',
'Arn': 'string',
'StatusReason': 'string'
}
},
Description='string',
ClientToken='string',
ScheduledTime=datetime(2015, 1, 1),
TaskTemplateId='string',
QuickConnectId='string',
RelatedContactId='string',
SegmentAttributes={
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
The identifier of the previous chat, voice, or task contact. Any updates to user-defined attributes to task contacts linked using the same PreviousContactID will affect every contact in the chain. There can be a maximum of 12 linked task contacts in a chain.
string
The identifier of the flow for initiating the tasks. To see the ContactFlowId in the Amazon Connect admin website, on the navigation menu go to Routing, Flows. Choose the flow. On the flow page, under the name of the flow, choose Show additional flow information. The ContactFlowId is the last part of the ARN, shown here in bold:
arn:aws:connect:us-west-2:xxxxxxxxxxxx:instance/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/contact-flow/846ec553-a005-41c0-8341-xxxxxxxxxxxx
dict
A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes, and can be accessed in flows just like any other contact attributes.
There can be up to 32,768 UTF-8 bytes across all key-value pairs per contact. Attribute keys can include only alphanumeric, dash, and underscore characters.
(string) --
(string) --
string
[REQUIRED]
The name of a task that is shown to an agent in the Contact Control Panel (CCP).
dict
A formatted URL that is shown to an agent in the Contact Control Panel (CCP). Tasks can have the following reference types at the time of creation: URL | NUMBER | STRING | DATE | EMAIL. ATTACHMENT is not a supported reference type during task creation.
(string) --
(dict) --
Well-formed data on a contact, used by agents to complete a contact request. You can have up to 4,096 UTF-8 bytes across all references for a contact.
Value (string) --
A valid value for the reference. For example, for a URL reference, a formatted URL that is displayed to an agent in the Contact Control Panel (CCP).
Type (string) -- [REQUIRED]
The type of the reference. DATE must be of type Epoch timestamp.
Status (string) --
Status of the attachment reference type.
Arn (string) --
The Amazon Resource Name (ARN) of the reference
StatusReason (string) --
Relevant details why the reference was not successfully created.
string
A description of the task that is shown to an agent in the Contact Control Panel (CCP).
string
A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.
This field is autopopulated if not provided.
datetime
The timestamp, in Unix Epoch seconds format, at which to start running the inbound flow. The scheduled time cannot be in the past. It must be within up to 6 days in future.
string
A unique identifier for the task template. For more information about task templates, see Create task templates in the Amazon Connect Administrator Guide.
string
The identifier for the quick connect. Tasks that are created by using QuickConnectId will use the flow that is defined on agent or queue quick connect. For more information about quick connects, see Create quick connects.
string
The contactId that is related to this contact. Linking tasks together by using RelatedContactID copies over contact attributes from the related task contact to the new task contact. All updates to user-defined attributes in the new task contact are limited to the individual contact ID, unlike what happens when tasks are linked by using PreviousContactID. There are no limits to the number of contacts that can be linked by using RelatedContactId.
dict
A set of system defined key-value pairs stored on individual contact segments (unique contact ID) using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.
Attribute keys can include only alphanumeric, -, and _.
This field can be used to set Contact Expiry as a duration in minutes and set a UserId for the User who created a task.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
dict
Response Syntax
{
'ContactId': 'string'
}
Response Structure
(dict) --
ContactId (string) --
The identifier of this contact within the Amazon Connect instance.
{'SegmentAttributes': {'ValueArn': 'string',
'ValueList': [{'ValueArn': 'string',
'ValueInteger': 'integer',
'ValueList': (),
'ValueMap': {'string': ()},
'ValueString': 'string'}]}}
This API is in preview release for Amazon Connect 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.
See also: AWS API Documentation
Request Syntax
client.update_contact(
InstanceId='string',
ContactId='string',
Name='string',
Description='string',
References={
'string': {
'Value': 'string',
'Type': 'URL'|'ATTACHMENT'|'CONTACT_ANALYSIS'|'NUMBER'|'STRING'|'DATE'|'EMAIL'|'EMAIL_MESSAGE',
'Status': 'AVAILABLE'|'DELETED'|'APPROVED'|'REJECTED'|'PROCESSING'|'FAILED',
'Arn': 'string',
'StatusReason': 'string'
}
},
SegmentAttributes={
'string': {
'ValueString': 'string',
'ValueMap': {
'string': {'... recursive ...'}
},
'ValueInteger': 123,
'ValueList': [
{'... recursive ...'},
],
'ValueArn': 'string'
}
},
QueueInfo={
'Id': 'string'
},
UserInfo={
'UserId': 'string'
},
CustomerEndpoint={
'Type': 'TELEPHONE_NUMBER'|'VOIP'|'CONTACT_FLOW'|'CONNECT_PHONENUMBER_ARN'|'EMAIL_ADDRESS',
'Address': 'string'
},
SystemEndpoint={
'Type': 'TELEPHONE_NUMBER'|'VOIP'|'CONTACT_FLOW'|'CONNECT_PHONENUMBER_ARN'|'EMAIL_ADDRESS',
'Address': 'string'
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The identifier of the contact. This is the identifier of the contact associated with the first interaction with your contact center.
string
The name of the contact.
string
The description of the contact.
dict
Well-formed data on contact, shown to agents on Contact Control Panel (CCP).
(string) --
(dict) --
Well-formed data on a contact, used by agents to complete a contact request. You can have up to 4,096 UTF-8 bytes across all references for a contact.
Value (string) --
A valid value for the reference. For example, for a URL reference, a formatted URL that is displayed to an agent in the Contact Control Panel (CCP).
Type (string) -- [REQUIRED]
The type of the reference. DATE must be of type Epoch timestamp.
Status (string) --
Status of the attachment reference type.
Arn (string) --
The Amazon Resource Name (ARN) of the reference
StatusReason (string) --
Relevant details why the reference was not successfully created.
dict
A set of system defined key-value pairs stored on individual contact segments (unique contact ID) using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.
Attribute keys can include only alphanumeric, -, and _.
This field can be used to show channel subtype, such as connect:Guide.
Contact Expiry, and user-defined attributes (String - String) that are defined in predefined attributes, can be updated by using the UpdateContact API.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueString (string) --
The value of a segment attribute.
ValueMap (dict) --
The value of a segment attribute.
(string) --
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueInteger (integer) --
The value of a segment attribute.
ValueList (list) --
The value of a segment attribute. This is only supported for system-defined attributes, not for user-defined attributes.
(dict) --
A value for a segment attribute. This is structured as a map where the key is valueString and the value is a string.
ValueArn (string) --
The value of a segment attribute that has to be a valid ARN. This is only supported for system-defined attributes, not for user-defined attributes.
dict
Information about the queue associated with a contact. This parameter can only be updated for external audio contacts. It is used when you integrate third-party systems with Contact Lens for analytics. For more information, see Amazon Connect Contact Lens integration in the Amazon Connect Administrator Guide.
Id (string) --
The identifier of the queue.
dict
Information about the agent associated with a contact. This parameter can only be updated for external audio contacts. It is used when you integrate third-party systems with Contact Lens for analytics. For more information, see Amazon Connect Contact Lens integration in the Amazon Connect Administrator Guide.
UserId (string) --
The user identifier for the contact.
dict
The endpoint of the customer for which the contact was initiated. For external audio contacts, this is usually the end customer's phone number. This value can only be updated for external audio contacts. For more information, see Amazon Connect Contact Lens integration in the Amazon Connect Administrator Guide.
Type (string) --
Type of the endpoint.
Address (string) --
Address of the endpoint.
dict
External system endpoint for the contact was initiated. For external audio contacts, this is the phone number of the external system such as the contact center. This value can only be updated for external audio contacts. For more information, see Amazon Connect Contact Lens integration in the Amazon Connect Administrator Guide.
Type (string) --
Type of the endpoint.
Address (string) --
Address of the endpoint.
dict
Response Syntax
{}
Response Structure
(dict) --
{'AttributeConfiguration': {'EnableValueValidationOnAssociation': 'boolean'},
'Purposes': ['string']}
Updates a predefined attribute for the specified Amazon Connect instance. A predefined attribute is made up of a name and a value.
For the predefined attributes per instance quota, see Amazon Connect quotas.
Use cases
Following are common uses cases for this API:
Update routing proficiency (for example, agent certification) that has predefined values (for example, a list of possible certifications). For more information, see Create predefined attributes for routing contacts to agents.
Update an attribute for business unit name that has a list of predefined business unit names used in your organization. This is a use case where information for a contact varies between transfers or conferences. For more information, see Use contact segment attributes.
Endpoints: See Amazon Connect endpoints and quotas.
See also: AWS API Documentation
Request Syntax
client.update_predefined_attribute(
InstanceId='string',
Name='string',
Values={
'StringList': [
'string',
]
},
Purposes=[
'string',
],
AttributeConfiguration={
'EnableValueValidationOnAssociation': True|False
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The name of the predefined attribute.
dict
The values of the predefined attribute.
StringList (list) --
Predefined attribute values of type string list.
(string) --
list
Values that enable you to categorize your predefined attributes. You can use them in custom UI elements across the Amazon Connect admin website.
(string) --
dict
Custom metadata that is associated to predefined attributes to control behavior in upstream services, such as controlling how a predefined attribute should be displayed in the Amazon Connect admin website.
EnableValueValidationOnAssociation (boolean) --
When this parameter is set to true, Amazon Connect enforces strict validation on the specific values, if the values are predefined in attributes. The contact will store only valid and predefined values for the predefined attribute key.
None