How to use values other than phone numbers for profile searches in Amazon Connect Customer Profiles incoming popups
Hello.
This is Shigematu.
Introduction
When using Amazon Connect Customer Profiles, you can search for customer profiles using phone numbers during incoming calls and display customer information as a popup.
By default, customer information is searched using phone numbers, but by configuring contact flow blocks, it's possible to search using values other than phone numbers.
In this article, I'll introduce a method to search for profiles using account numbers rather than phone numbers and display them as popups.
Prerequisites
- Amazon Connect instance already built
- Customer Profiles enabled and configured
- Profiles should be created with account numbers entered
Let's try it
Set the following attributes in the Set contact attributes block.
| Attribute | Description | [Type] |
|---|---|---|
| profileSearchKey | Name of the attribute used for profile searching. | User defined |
| profileSearchValue | Value of the key used for searching, such as customer name or account number. | User defined |
Customer Profiles standard profile fields are described on the following page:
Set up the flow.
Using the Store customer input block, we configure it to input an account number and use that value for the popup during the incoming call.
In the Set contact attributes block, configure the following:
Name of the attribute used for profile searching
Namespace: User Defined
Key: profileSearchKey
Value: AccountNumber
Value of the key used for searching
Namespace: User Defined
Key: profileSearchValue
Namespace: System
Key: Stored customer input
Verification
I made an actual call and entered account number "12345" to verify operation.
It automatically searched by account number and displayed the corresponding profile information as a popup.
When entering an unregistered account number, it displayed as follows:
Conclusion
I introduced a method to search for customer profiles using values other than phone numbers in Amazon Connect Customer Profiles.
This could be useful in scenarios such as registering employee numbers in account IDs for internal helpdesk use.
