Connect Customer agent workspace Extensibility API
With the Amazon Connect SDK, your app in the Connect Customer agent workspace can
register and manage interceptors for UI actions by using
ExtensibilityService. ExtensibilityService is the generic,
low-level interceptor API, and it accepts any interceptor key. Domain-specific
interceptor services define typed methods and callback contexts for a specific set of
actions. When a domain-specific service covers your use case, prefer it over
ExtensibilityService.
Note
To intercept contact-related UI actions, use the contact-specific methods in
Connect Customer agent workspace Contact UI API. Use
ExtensibilityService directly only when no domain-specific service
covers your interceptor key.
You can instantiate the extensibility service as follows:
import { ExtensibilityService } from '@amazon-connect/extensibility'; const service = new ExtensibilityService(provider);
Note
The provider is your AmazonConnectProvider instance
— the same provider you use to initialize other
@amazon-connect/* packages.
Interceptors are asynchronous callbacks. They run before a default UI action runs.
To allow the default action, return { continue: true } (or
true). For example, you can require a disposition code in your app before a
contact is cleared. To block the default action, return { continue: false }
(or false). When you block the default action, you can provide a custom experience. For example, you
can present your own Quick Connect experience instead of the built-in one.
The framework accepts any string as an interceptor key, but only keys that the UI actively invokes have an effect. The following table lists the currently supported keys.
| Key | Triggers when | Context |
|---|---|---|
openQuickConnect |
The user chooses the Quick Connect or transfer button | { contactId?: string } |
openOutboundDialer |
The user chooses the number pad or outbound dialer | { contactId?: string } |
clearContact |
The user chooses to clear or end a contact | { contactId?: string } |
