# Agent training guide for the Contact Control Panel (CCP) and agent workspace in Amazon Connect
<a name="agent-user-guide"></a>

This section provides an overview of the default Amazon Connect agent workspace and Contact Control Panel. Your organization may be using a customized version of the agent workspace and/or Contact Control Panel. Please contact your Technical Support for specific questions about how your instance of Amazon Connect works. 

------
#### [ Agent workspace ]

With the agent workspace you can access all Amazon Connect features in a single application. You can:
+ Use the Contact Control Panel (CCP) to interact with customer contacts.
+ [Use Customer Profiles](ag-cp-select.md) to view customer information.
+ [Use Cases](search-cases.md) to create, edit, and resolve customer cases.
+ [Use Connect AI agents](search-for-answers.md) to obtain the information you need from your company knowledge base.

To access the agent workspace use the following URL:
+ https://*instance name*.my.connect.aws/agent-app-v2/

Where *instance name* is provided by your IT department or the individuals that set up Amazon Connect for your business.

The following image shows the agent workspace with the CCP, Customer Profiles, Cases, and Connect AI agents.

![\[The agent workspace.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-intro-agent-app.png)


1. Set your status.

1. Access to the number pad, quick connects, and task creation.

1. Log in and out. Set your language preferences, device settings (if enabled), and phone type.

1. Inbox of inbound calls, chats, and tasks.

1. Based on the channel of the contact that is in focus in your inbox, the appropriate content shows here; for example, when a chat is selected, the chat interface appears.

1. View customer information for the contact that is in focus in your inbox.

1. Search and view cases.

1. Search for knowledge articles to solve customer issues.

------
#### [ CCP ]

You use the Amazon Connect Contact Control Panel (CCP) to interact with customer contacts. It's how you receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks.

The URL to launch the CCP is:
+ https://*instance name*.my.connect.aws/ccp-v2/

Where *instance name* is provided by your IT department or the individuals that set up Amazon Connect for your business.

Large businesses often choose to customize their CCP. For example, they might want to integrate it with a CRM. However, this section describes how CCP works before it is customized.

The following image shows the CCP.

![\[The contact control panel.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-intro.png)


1. Set your status.

1. The channels enabled for your agent routing profile.

1. Log in and out. Set your language preferences, device settings (if enabled), and phone type.

1. Name of the agent that's currently signed in.

1. Choose a predefined destination to transfer the contact. Or call an external number.

1. Call a number or enter digits into an IVR menu.

------

# Training video: How to use the Contact Center Panel (CCP) in Amazon Connect
<a name="ccp-video-training"></a>

The following video introduces you to the Contact Control Panel (CCP). It shows how to perform common tasks, such as login and setup, accept incoming calls, place calls, transfer calls, accept chat, and more.




# Launch the Contact Control Panel (CCP) in Amazon Connect
<a name="launch-ccp"></a>

The URL to launch the CCP is:
+ https://*instance name*.my.connect.aws/ccp-v2/

Where *instance name* is provided by your IT department or whoever set up Amazon Connect for your business. The following image shows an example URL for the CCP.

![\[The contact control panel, the URL.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-login-url.png)


With this updated CCP, your agents can manage voice, chat, and tasks from this single interface.

As the administrator, you can also launch the CCP directly from the Amazon Connect console. Just choose the phone icon in the upper right corner.

To provide agents the ability to launch the CCP from their desktop and start handling contacts, there are a few things you need to do: 
+ Add agents as users to the instance. For more information, see [Manage users that you add to Amazon Connect](manage-users.md).
+ Configure permissions for the agents. By default, agents assigned to the Agent security profile can access the CCP and make outbound calls. But you can create a custom security profile and add additional permissions. For more information, see [Security profiles for Amazon Connect and Contact Control Panel (CCP) access](connect-security-profiles.md).
+ Give agents the URL the CCP.
+ Provide agents with their user name and password so that they can log in to the CCP.

We recommend telling agents to bookmark the URL to the CCP for more convenient access.

Agents can use the CCP with a softphone on their computer, or a desk phone. If they're using a softphone, they must use Chrome, Edge, or Firefox for their web browser. For more information, see [Grant microphone access in Chrome, Firefox, or Edge](amazon-connect-contact-control-panel.md#accessing-microphone). 

**Note**  
If you see the **Session expired** message while logging in, you probably just need to refresh the session token. Go to your identity provider and log in. Refresh the Amazon Connect page. If you still get this message, contact your IT team.

# Log in and log out of the Amazon Connect CCP
<a name="ccp-login"></a>

Before you can log in to the Contact Control Panel (CCP), your administrator must give you the following information: 
+ The URL to launch the CCP:
  + https://*instance name*.my.connect.aws/ccp-v2/

  Where *instance name* is provided by your IT department or whoever set up Amazon Connect for your business.
+ Your agent ID.
+ Your agent password.

**To log in**

After you have that information, here's how to log in and get started.

1. Ensure that your USB headset is securely connected to your computer.

1. Using Chrome or Firefox, open the CCP by using the URL that you received from your administrator.

1. Enter your agent ID and password, and then choose **Sign In**.  
![\[The login page for Amazon Connect.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-login.png)

1. If you're prompted to **Allow access to cookies**, choose **Grant access**, and then choose **Allow**.  
![\[A Grant access banner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/3pcookies-default-grant-access.png)

   OR  
![\[A Grant access banner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/3pcookies-custom-grant-access.png)

   Amazon Connect uses cookies for authentication. Google Chrome requires you to authorize the use of Amazon Connect cookies.
**Tip**  
**IT admins**: For more information, see [Using Amazon Connect with third-party cookies](admin-3pcookies.md).

1. If you are prompted to allow access to your microphone and speaker, choose **Allow**.   
![\[The browser prompt to allow Amazon Connect access to your microphone.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-allow-microphone.png)

You're all set to go\$1

## Problems logging in?
<a name="problems-logging-in-CCP"></a>

If you have problems logging in to the CCP, contact your manager for help, or the IT Department for your organization.

**Note**  
If you see the **Session expired** message while logging in, you probably just need to refresh the session token. Go to your identity provider and log in. Refresh the Amazon Connect page. If you still get this message, contact your IT team.

## Log out of the Amazon Connect CCP
<a name="ccp-logout"></a>

**Important**  
Closing the CCP window or agent workspace doesn't automatically log out an agent. Agents must choose **Log out**. 

1. At the top of the CCP, choose **Settings**. 

1. Choose **Log out**.  
![\[The CCP, the settings icon in upper right corner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-logout.png)

# Allow the Amazon Connect Contact Control Panel (CCP) to access cookies
<a name="3pcookies"></a>

When logging into the CCP you may see one of these banners:

![\[A Grant access banner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/3pcookies-default-grant-access.png)


OR

![\[A Grant access banner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/3pcookies-custom-grant-access.png)


Amazon Connect uses cookies for authentication. Google Chrome requires you to authorize the use of Amazon Connect cookies.

1. When you log in to the CCP, on the **Allow access to cookies** banner choose **Grant access**.

1. At the next prompt, choose **Allow**.

You may need to repeat these steps periodically, for example, if your organization requires it every 30 days.

## What happens if you don't choose Grant access when prompted?
<a name="deny"></a>

If you don't choose **Grant access** when prompted, you won't be able to log into the CCP. To enable access outside of the login workflow, perform the following steps: 

1. Navigate to `chrome://settings/content/storageAccess`.

1. In the left navigation menu, choose **Privacy and security**.

1. Choose **Third-party cookies**.

1. Under **You blocked these sites from using info they've saved about you**, delete any entries associated with `awsapps.com` or `connect.aws` as shown in the following image.  
![\[A Grant access banner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/3pcookies-delete.png)

1. You can close that instance of your browser.

1. Open your CCP. When prompted, choose **Grant access**, and then choose **Allow**.

# Change your audio device settings in the CCP or agent workspace
<a name="audio-device-settings"></a>

When you're using the CCP or agent workspace, you can choose your preferred device for the audio, microphone, and ringer. This allows you to have audio notifications to ring from a desktop/laptop speaker instead of a headset, for example. 

**Important**  
Your speaker, ringer, and microphone settings are saved in your browser storage, not in Amazon Connect.   
If your browser cache is cleared when you log off, these settings are also cleared.
If you move to a different computer or browser, you will need to change these settings there, too.

## Change audio device settings in the CCP
<a name="change-audio-device-settings"></a>

1. In the CCP or agent workspace, choose **Settings**. The **Settings** dialog box appears, similar to the following image.   
![\[The CCP, the settings icon in upper right corner, the settings page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-audio-settings.png)

1. Under **Audio devices**, use the dropdown to select your **Speaker**, **Microphone**, **Ringer**, and **Audio Enhancement**. For more information about Audio Enhancement, see [Enable Audio Enhancement for agents in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/audio-enhancement.html).

## Prerequisite: Allow your browser to access your microphone
<a name="prerequisite-allow-mic"></a>

Before you can change your audio device settings in the CCP, you need to make sure you've given your browser permission to access your microphone. This populates the device list in the CCP.

If you haven't done this yet, see the instructions for your browser.
+ [Chrome](https://support.google.com/chrome/answer/2693767)
+ [Edge](https://support.microsoft.com/en-us/windows/windows-camera-microphone-and-privacy-a83257bc-e990-d54a-d212-b5e41beba857)
+ [Firefox](https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions#w_change-microphone-permissions) 

## What to check when your audio device isn't working as expected
<a name="audio-device-ts"></a>

Following are the top tips for resolving issues with audio devices. 
+ Check that your headset is properly connected to your desktop.
+ Ensure that Windows exclusive mode is not enabled. For instructions that are appropriate for your device, search the internet for turning off Windows exclusive mode for your audio device. 
+ Ensure that the device is not muted or disabled in your operating system settings. Following are instructions for a Windows computer: 

  1. Press **Windows** \$1 **I** to open **Settings**.

  1. Click **System**, and then click **Sound** on the left navigation pane.

  1. Scroll down the page and click **Microphone privacy settings**.

  1. Under **Allow apps to access your microphone**, set the toggle to **On**.

## Info for IT admins and Developers
<a name="permissions-change-audio-device-settings"></a>
+ **IT admins**: Agents need **Contact Control Panel (CCP) - Audio device settings** permissions in their security profile to access this feature.
+ **Developers**: If you are embedding the CCP into a CRM or custom desktop, you can use either the **Audio device settings** security profile permission or [Amazon Connect Streams](https://github.com/aws/amazon-connect-streams) to pass the `enableAudioDeviceSettings` parameter to enable audio device settings upon initialization. If either of those flags is true, the audio device settings user interface is displayed in **Settings** on the CCP.

  For granular permission, we recommend using the security profile permission. The Streams flag is supported for backward compatibility.

# Forward calls in the Amazon Connect CCP to a mobile device (iPhone, Android)
<a name="forward-calls-to-mobile-device"></a>

You can take the audio portion of a call on your mobile device, and at the same time use your computer to access the Contact Control Panel. This topic explains how to forward calls to your mobile device.

1. In your Contact Control Panel (CCP), open Settings.

1. Under **Phone type**, choose **Desk phone**.

1. Enter the phone number for your mobile device, and choose **Save**.  
![\[The settings page, the desk phone option, an example phone number.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-forward-calls-mobile-device.png)

   When a contact calls, the audio portion of the call goes to your mobile device. At the same time, on your computer you can manage the call using the CCP.

# View the agent schedule in the agent workspace in Amazon Connect
<a name="scheduling-view-schedule-staff"></a>

If your organization uses the forecasting, capacity planning, and scheduling features of Amazon Connect you can view your schedule in the agent workspace.

Complete the following are steps to view your schedule in the agent workspace.

1. Log on to the agent workspace using the URL that your admin gives you (for example, `https://[instance name].my.connect.aws/ccp-v2/`).

1. Choose the Calendar icon on the application navigation bar to launch the staff schedule manager viewer. Otherwise, the staff schedule manager viewer launches automatically.

   The following image shows a sample schedule in the agent workspace.  
![\[A sample schedule in the agent workspace.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/wfm-scheduling-agent-view.png)

# Set your status to "Available" in the Contact Control Panel (CCP)
<a name="set-status-available"></a>

As a call center agent, set an **Available** status when you’re ready to handle contacts.

Amazon Connect uses information in the agent's [routing profile](routing-profiles.md) to determine which contacts to route to them.

For more information about agent statuses, see [Agent status in the Contact Control Panel (CCP)](metrics-agent-status.md). For information about how Amazon Connect counts the Available status in the real-time metrics report, see [Available](metrics-definitions.md#available-real-time).

# Set your "Next status" in the Contact Control Panel (CCP)
<a name="set-next-status"></a>

**Note**  
"Next status" is available only to customers who are using the latest Contact Control Panel (CCP). The URL for the latest CCP ends with **ccp-v2**.  
**IT administrators**: For more information about the **Next status** feature, such as changes to the agent event stream, see [July 2021 Updates](amazon-connect-release-notes.md#july21-release-notes) in the *Release notes*. 

Use the **Next status** feature to pause new contacts being routed to you, while you finish your current contacts. When all your slots are cleared, Amazon Connect automatically sets your CCP to the next status, such as **Lunch**.

The following images of the Contact Control Panel (CCP) show how to use this feature.

![\[\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/next-status-example-new.png)


1. Available: The agent is on a contact.

1. The agent chooses their next status, such as **Lunch**. They can choose only a custom ([NPT](metrics-definitions.md#agent-non-productive)) status, or **Offline**. 

1. The agent is in **Next status: Lunch**. They are still on contact. No new contacts can be routed to them. 

1. The contact ends. The agent finishes ACW, and chooses **Clear contact**. Instead of going back to **Available**, their CCP is automatically set to **Lunch**. 

## How to cancel "Next status"
<a name="next-status-example"></a>

You can easily switch from **Next status** back to **Available**. The ability to switch your status is useful, for example, if you accidentally choose **Next status: Lunch**, or if you decide not to go to **Lunch** before Amazon Connect automatically sets to that status. 

The following images show this workflow.

![\[The CCP set to next status, the CCP set to available.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/next-status-example-cancel.png)


1. While working on the same contact, the agent cancels **Next status: Lunch** and goes back to **Available**.

1. The contact ends and the agent is still **Available** for new contacts to be routed to them. 

## Example 1: Set "Next status" while handling only ACW contacts
<a name="next-status-examples-acw"></a>

Let's say an agent is finishing after contact work (ACW) for one or more contacts, such as a voice contact or multiple chats. They are not on contact with anyone.

Instead of choosing **Close contact** when the agent finishes ACW, they choose **Lunch**. This puts them in **Next status: Lunch** only briefly. 

Here's what happens in this scenario:

1. Agent finishes ACW and chooses **Lunch** instead of **Close contact**.

1. Amazon Connect stops routing new contacts to them.

1. All their slots are cleared. This is so the agent doesn't have to choose **Close contact** to end the ACW. 

1. Because all the ACWs have been cleared, Amazon Connect immediately starts the automatic transition that sets the agent's status to **Lunch**.

   Agents were put into **Next status - Lunch** only briefly (milliseconds\$1). They might even see it in the CCP if they look fast enough. 

This order of events mirrors how the CCP works when agents change their status while working on ACW. For example, an agent is finishing ACW and they set their status to **Lunch**. Here's what happens next:

1. Amazon Connect stops routing new contacts to them.

1. The ACW slot is cleared for the agent so they don't have to choose **Close contact**. 

1. The agent is set to **Lunch**.

## Example 2: Set "Next status" while managing some chats on contact and other chats in ACW
<a name="next-status-examples-oncontact"></a>

Let's say an agent is managing two chats: 
+ Customer 1 is in ACW.
+ Customer 2 is on contact.

While still on a contact, the agent sets their status to **Offline**. This puts them in the **Next status: Offline** state. 

Here's what happens in this scenario:

1. The agent sets their status to **Offline**.

1. Amazon Connect stops routing new contacts to them.

1. The contact that is in ACW is cleared so the agent doesn't have to choose **Close contact**. Only the connected chat remains.

1. The agent's status is **Next status: Offline**, and they continue working on their connected chat.

1. After they finish work on that contact, the agent chooses **Clear contact** to end the ACW. 

1. Amazon Connect automatically sets the agent's status to **Offline**.

# Accept customer calls using the Amazon Connect Contact Control Panel (CCP)
<a name="accept-calls"></a>

1. Whenever you set your status in the CCP to **Available**, Amazon Connect can deliver calls to you, based on the settings in your [routing profile](routing-profiles.md).  
![\[The CCP set to available, incoming call.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/incoming-call-ccp2.png)

1. When a call arrives, choose the **Accept call** button. 
**Note**  
The **Accept call** button does not appear if your admin has configured your user profile for [Auto-Accept Call](enable-auto-accept.md).   
**Firefox users**: If you are using the Firefox browser and using auto-accept for calls, you must keep the CCP or Agent Workspace browser tab in focus when you accept and connect to a voice contact. The CCP conforms to Firefox microphone usage guidance, and only has access to connect to the user's microphone when the CCP tab is in focus. 

1. Before you're connected to the contact, Amazon Connect announces the name of the originating queue. 

1. You're now talking to the contact. 

1. You have 20 seconds to accept or reject a contact. If you miss a call, it will look similar to the following image. Choose **Close contact** so you can accept another call.   
![\[The CCP set to available, missed call, Close contact button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/missed-call-banner.png)

# Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP)
<a name="transfers"></a>

You can transfer calls to people in a predefined list, called quick connects. You can also transfer calls to external phone numbers that you enter. 

**To transfer to a quick connect or to an external number**

1. While you're connected to the contact, choose **Quick connects** on the CCP.  
![\[The CCP connected to call, quick connects button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-calls-quick-connect-button.png)

1. From the list of quick connects, choose the name of another agent to transfer the call to. (Your Amazon Connect administrator adds the names of agents to the list of quick connects.)
**Tip**  
Agents see the quick connects of the queues in their routing profile, including the Default outbound queue. 

   Or, to call an external number, choose **Number pad**, enter the number you want to call, and then choose **Call**.  
![\[The quick connects page, connected call, name of agent to connect to.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/quick-connects.png)

1. After the call is connected to the transfer destination, you can choose **Join** so the caller, the transfer destination, and you are in a conference call.   
![\[A Connected call, the join button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-calls-choose-join.png)

1. When the call is joined, the three of you can talk. Choose **Leave** to complete the transfer and exit the call.  
![\[A joined call, the leave call button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-calls-everyone-joined-leave-call.png)

1. Complete the after contact work and then choose **Clear contact**.  
![\[After call work, the Close contact button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-calls-do-acw.png)

## Manage a transferred call
<a name="transfers-manage"></a>

After you initiate a transfer, the customer is placed on hold and you are connected to the transfer destination. The following image shows what actions you can take at this point. 

![\[Customer on hold.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-menu.png)


## Transfers create multiple contact records
<a name="transfers-contact-records"></a>

A contact record is opened for a customer when they are connected to your contact center. The contact record is completed when the interaction with the flow or agent ends (that is, the agent has completed the ACW and cleared the contact). This means it's possible for a customer to have multiple contact records.

The following diagram shows when a contact record is created for a contact. It shows three contact records for a contact: 
+ The first record is created when the contact is connected to Agent 1.
+ The second record is created when the contact is transferred to Agent 2.
+ The third record is created when the contact is connected to Agent 3 during a callback.

![\[Three boxes, one for each contact record that is created.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ctr-diagram.png)


Each time a contact is connected to an agent, a new contact record is created. The contact records for a contact are linked together through the contactId fields: initial, next, and previous. 

For more information, see [About contact states in Amazon Connect](about-contact-states.md).

# Host multiple participants on an ongoing customer service call in the Contact Control Panel (CCP)
<a name="multi-party-calls"></a>

You can add up to four additional participants to an ongoing customer service call, for a total of six participants: you, the caller, and four other people. You can use quick connects or your number pad to add participants.

For example, to help close a mortgage transaction, an agent at a financial services company can add a mortgage broker, the customer's spouse, a translator, and a supervisor to the call to help resolve any issues quickly. 

For information about how your experience hosting multi-party calls differs from the default three-party calls, see [Comparison of multi-party and three-party functionality](three-party-multi-party-comparison.md).

Amazon Connect also supports adding additional users to join the web, in-app, and video call. To learn how to enable multi-user web, in-app and video calling, see [Enable multi-user in-app, web, and video calling](enable-multiuser-inapp.md). 

**Note**  
IT admins: For important information about enabling this feature, see [Enable enhanced multi-party contact monitoring](monitor-conversations.md).

## Important things to know about hosting multi-party calls
<a name="important-things-multi-party-calls"></a>
+ If the primary agent leaves the call, you must have at least three participants on the call in order to add more participants.
+ When you have multiple agents on the call, such as three agents and a caller, all agents on the call can view all parties and have the option to put any participant or another agent on hold, mute, and disconnect participants from the call.   
![\[The CCP, multiple participants on call.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-mute-hold-drop1.png)
+ Every time you add a new participant to the call, you are prompted to greet and talk to them before adding them to the call. Choose **Join** to take all parties off hold.  
![\[The CCP, multiple participants on hold, one on call.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-join-third-person.png)

## How to add participants to a multi-party call
<a name="add-participants-multi-party-calls"></a>

The following image shows the contact and you (the agent) on a call. The customer always appears at the top.

![\[The CCP, the agent and contact on a call.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-two-people.png)


**To add participants**

1. While you're connected to the caller, choose **Quick connects** to add another agent or to make an external call. The caller is put on hold while you do this. 

   When you add the third participant to the call, you can greet and talk to them before adding them to the call. For example, you can tell explain why you're adding them to the call. 

   The following image shows the CCP after you add a third participant to the call. The contact is on hold, and you're talking to the third party.  
![\[The CCP, a contact on hold, another contact on call.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-join-second-person.png)

1. Choose **Join** to take all parties off hold.

   –OR–

   Choose **Swap** to toggle between the parties on hold and the party you just called.
**Note**  
**Swap** is only available for three-party calls, such as you, the caller, and another agent or external party. It is not available when you have more than three parties on the call.

## How to manage participants
<a name="manage-participants-multi-party-calls"></a>

Every agent on a call can mute, hold, or disconnect individual participants.

![\[The CCP, multiple participants on a call.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-overview.png)


You can transfer a multi-party call to another agent, or disconnect yourself from the ongoing call. 

**To transfer or disconnect**
+ Choose the **More** button to open the number pad and to create a task:  
![\[The CCP, multiple participants on a call, the More button at the bottom of the CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-more-options.png)

## When do multi-party calls end?
<a name="end-multi-party-calls"></a>

A multi-party call stays up as long as the caller or the agent is on the call. For example, add an external party to a call and then you disconnect. The caller and external party continue the call. 

If only third-parties are left on the line, the contact is terminated. However, as the agent you can choose to disconnect and allow only the caller and the third-party participants to remain on the call. 

# Make outbound calls using the Contact Control Panel (CCP)
<a name="make-outbound-calls"></a>

Before you can make an outbound call, your contact center must be set up to allow agents to make calls. For more information, see [Step 3: Set telephony](amazon-connect-instances.md#get-started-telephony) in [Create an Amazon Connect instance](amazon-connect-instances.md).

For information about the caller ID that's displayed when you make an outbound call, see [Set up outbound caller ID in Amazon Connect](queues-callerid.md).

**Note**  
**IT administrators**: For a list of countries available for outbound calls based on the Region of your instance, see [Amazon Connect pricing](https://aws.amazon.com/connect/pricing/). If a country is not available in your dropdown menu, open a ticket to add it to your allow list. For more information, see [Countries that call centers using Amazon Connect can call by default](country-code-allow-list.md).

**To make an outbound call**

1. In your Contact Control Panel, choose **Number pad**.

1. Use the dropdown menu to choose the country, then enter the number.   
![\[The CCP, the number pad, the Call button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-make-outbound-call.png)

1. Choose **Call**.

# View a call transcript during ACW in the CCP or Amazon Connect agent workspace
<a name="view-call-transcript-ccp"></a>

At the end of a call, you can see an unredacted transcript of your conversation in the CCP or agent workspace. You can view the entire transcript for reference, and copy any useful text into your notes. 

The call transcript displays any [categories](rules.md) identified by Contact Lens. For example, in the following image, an issue has been identified at 22 seconds.

![\[The CCP, a transcript, an issue.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-view-call-transcript.png)


If a call is transferred to you from another agent, you will see an unredacted transcript of their conversation with the customer.

Customer sentiment score is not included in the CCP or agent workspace.

**Note**  
**IT administrators**: This feature is available in the CCP and the agent workspace. To make this feature available to agents:   
[Enable conversational analytics](enable-analytics.md) for your Amazon Connect instance.
Add the following permissions to the agent's security profile:   
**Analytics and Optimization** - **Contact transcripts (unredacted) - Access** 
**Analytics and Optimization** - **View My Contacts** or **Contact search**
**Contact Control Panel (CCP)** - **Contact Lens data**

# Use the Contact Control Panel (CCP) in Amazon Connect to chat with contacts
<a name="chat-with-connect-contacts"></a>

When you set your status in the CCP to **Available**, Amazon Connect delivers calls or chats to you, based on the settings in your [routing profile](routing-profiles.md). An administrator can specify that up to 10 chat conversations can be routed to you at the same time. 

You can't initiate chat conversations from the CCP.

**Note**  
IT Administrators: To enable customers and agents to send attachments, such as files, through the chat interface, see [Enable attachments in your CCP so customers and agents can share and upload files](enable-attachments.md).

When a chat contact arrives, here's how you are notified:

1. If you enabled notifications in your browser, you'll get a pop-up notification at the bottom of your screen, like this:   
![\[A browser notification of incoming chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/chat-notify.png)

1. If you're on the chat tab, the page displays the name of the contact and a button for you to connect to the chat.  
![\[The CCP, the incoming chat notification, the accept chat button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/incoming-chat-ccp.png)

1. If you're on the phone tab, a banner displays the name of the contact and a button for you to connect to the chat.  
![\[The CCP, a banner displays incoming chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/chat-incoming-banner.png)

1. You have 20 seconds to accept or reject a contact. If you're on a chat, and another comes in but you don't accept it, a tab appears indicating the chat was missed.  
![\[The CCP, the missed chat tab.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/missed-chat-tab.png)

1. Choose **Accept chat** to connect to the contact. 
**Note**  
Chat conversations must be accepted manually. There's no auto-accept for these conversations.

1. You'll see the full transcript of what the contact has already typed. If applicable, you'll also see what a bot or another agent has entered. In the following image, **John** is the name of the customer, **BOT** is the Amazon Lex bot, and **Jane** is the name of the agent.   
![\[The CCP, a connect chat, the transcript between customer and bot.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-chat-agent.png)

## What do the timers at the top of the chat tabs mean?
<a name="timer-in-chat-windows"></a>

When you're in a chat conversation with a contact, you'll see two timers at the top of the chat tab. These timers tell you: 
+ How long the contact has been connected to your contact center. This includes the time spent with the bot, if you're using one.
+ How long since the last text was sent. This can be either from the customer to the agent, or from the agent to the customer. The timer is reset with texts message between the two. It is not reset with each consecutive text message sent from a participant.

![\[The CCP, the timers at top of chat tabs.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/chat-timers.png)


If you have multiple chat tabs open, an hour glass appears letting you know which ones are in an After Contact Work (ACW) state. The timer indicates how long the contact has been in ACW. 

![\[The CCP, the hour glass icon.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/chat-acw.png)


## What happens to missed chats?
<a name="missed-chats"></a>

Let's say you take a break but forget to change your status in the CCP from **Available** to **Break**. Amazon Connect tries to route a chat to you for 20 seconds. Keep in mind that your admin can't configure this amount of time. 

After 20 seconds, the contact is counted as [Agent non-response](metrics-definitions.md#agent-non-response) in the real-time metrics report and the historical metrics report.

When you return from break and choose the chat tab, you'll see the missed contacts and how long they've been there. Each contact occupies a slot. With all of your slots are occupied, Amazon Connect won't route any more contacts to you. You must clear the missed contact so more contacts can be routed to you.

**Important**  
If you're set up to handle contacts while already on another channel (for example, voice, chat, and task), you still must clear the missed contact before any other contacts on any other channel can be routed to you.

![\[The CCP, a missed chat, the name of the agent who is logged in.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/missed-chat-name.png)


You can clear the slots so that chats are routed to you again. For each missed contact, choose the banner, and then choose **Close contact**. 

## How to format messages
<a name="format-chats"></a>

When composing a chat message, you have the ability to format your message. This enables you to add structure and clarity to your support messages. You can add the following formatting: 
+ Bold
+ Italic
+ Bulleted list
+ Numbered list
+ Hyperlinks
+ Emoji
+ Attachments

To get started, highlight the text you want to format, and then select a the formatting options from the toolbar at the bottom of the chat window. You can see exactly what the message looks like before sending it.

![\[The CCP, the formatting toolbar at the bottom of the chat window.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/chat-rich-messaging-toolbar.png)


**Tip**  
Developers: Enable this feature from the chat user interface. For instructions, see [Enable text formatting in Amazon Connect for your customer's chat experience](enable-text-formatting-chat.md).

# Host multiple participants on an ongoing customer service chat in the agent workspace or CCP
<a name="multi-party-chat"></a>

You can add up to four additional participants to an ongoing customer service chat, for a total of six participants: you, the customer, and four other people. You can use quick connects to add participants.

## Prerequisites
<a name="prerequisites-multi-party-chats"></a>
+ This feature is only available in CCPv2, agent workspace, and custom CCP using Amazon Connect Streams.js.
  + **IT administrators**: 
    + By default, chats can have two participants, such as an agent and a customer. To enable agents to connect up to six parties on a chat, you need to select **Enable Multi-party Chats and Enhanced Monitoring for Chat** in the Amazon Connect console. For instructions, see [Update telephony and chat options](update-instance-settings.md#update-telephony-options).
  + **Developers**: In custom CCPs, use the updated Amazon Connect Streams API to enable multi-party chats, up to six parties. See the [Amazon Connect Streams](https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md#connectcoreinitccp) documentation on GitHub. 
+ **AWS GovCloud (US-West)**: This feature is not available in the AWS GovCloud (US-West) Region.

## Important things to know
<a name="important-things-multi-party-chats"></a>
+ This feature works for all supported forms of chat: chat/SMS, WhatsApp, and Apple Messages for Business.
+ When you have multiple agents on the chat, such as three agents and a customer, all agents on the chat can view all parties and have the option to disconnect participants from the chat. 
+ If a customer leaves a chat with multiple agents, the chat ends for all participants. 
+ If an agent in a multi-party chat transfers the chat to another agent, all existing agents are disconnected.
+ Read/Delivered receipts do not work with multi-party chat. They do start working again when the chat returns to two participants. 
+ If enhanced monitoring for chat is already enabled, to also enable multiparty chats you need to use the UpdateInstanceAttribute API with the `MULTI_PARTY_CHAT_CONFERENCE` attribute for the first time. Or, you can turn the feature OFF and then back ON to update your settings. For more information, see [ UpdateInstanceAttribute](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateInstanceAttribute.html) in the *Amazon Connect API Reference Guide*.

## How to add participants to a multi-party chat
<a name="add-participants-multi-party-chat"></a>

The following image shows the contact and you (the agent) connected on a chat. The customer always appears at the top of the CCP.

![\[The CCP, the agent and the customer connected on a chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-multiparty-chat-two-people.png)


**To add participants**
+ While you're connected to the customer, choose **Quick connects** to add another agent. 
**Tip**  
Your admin can add a message in the flow to be played before the third party is added to the session. 

  The following image shows the CCP after you invite a third participant to join the chat.  
![\[The CCP, messages displayed to the agent and customer.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/multi-party-chat3.png)

  1. **Inviting new agent ...** - This is an example of a custom message that an Admin or Contact Center Manager can configure in the [Play prompt](play.md) block.

  1. **Another participant has been invited** - This is a message from Amazon Connect to let the agent know that they (the agent) made a request to add a participant to this chat.

  1. **Chat started with Agent2** - This message is displayed when the second agent joins/accepts the chat on their end.

## How to manage participants
<a name="manage-participants-multi-party-chat"></a>

The following image shows Agent2's CCP. From the perspective of Agent2, the customer and Agent1 are the other active participants.

Every agent on a chat can disconnect other individual participants.

![\[The CCP, multiple participants on a chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/multi-party-chat2.png)


1. The customer and Agent1 are the other participants on the chat.

1. Agent2 can choose the **x** to disconnect any participant from the chat.

You can transfer a multi-party chat to another agent, or disconnect yourself from the ongoing chat. 

**To transfer**
+ Choose the **More** button, and then choose **Quick connect**.  
![\[A chat contact on the CCP, the More button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/chat-more-button.png)

**To disconnect**
+ Choose **Leave chat**.

## When do multi-party chats end?
<a name="end-multi-party-chats"></a>

A multi-party chat continues as long as the customer is on the chat.

# Search for quick responses to customers in the Contact Control Panel (CCP)
<a name="search-qr-ccp"></a>

Use any of the following methods to search for quick responses:
+ Use **/\$1\$1search term\$1** to search for the quick response. For example, enter **/\$1** in the box used to compose messages to bring up the quick response you want.
+ Choose the star (![\[Image of a four-point star.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/ccp-star-icon.png)) icon in the rich text toolbar. 

**Note**  
The star icon only appears when contact is initiated.
To see the star icon in CCP, you must have at least 1 activated quick response associated with the current agent routing profile. 

The following image shows a quick response found by entering a shortcut (**/\$1G1**) in the agent application.

![\[Image of a chat window with a welcome message and /#G1.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/response-example.png)


For information about creating, importing, and managing quick responses, including required permissions, see [Create quick responses for use with chat and email contacts in Amazon Connect](create-quick-responses.md). 

# Transfer a chat to an agent's queue, with all context preserved
<a name="transfer-chats"></a>

You can transfer a contact from a bot to an agent, or to another agent's queue, with all context preserved. 

**To transfer a customer to another queue**

1. Choose the **Quick Connect** button at the bottom of the CCP page.  
![\[The ccp, quick connect button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-customer.png)

1. Choose or search for the queue you want to transfer to, and then choose the transfer button.

1. You'll see a confirmation message: Chat transferred. You're now doing After Contact Work (ACW) for the customer. Choose **Close** to end the contact.  
![\[The ccp, the confirmation message.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/transfer-confirmation.png)

# Use the CCP in Amazon Connect to make a call while on a chat
<a name="call-and-chat"></a>

Let's say you're chatting with a contact and you want to consult with someone else. While you're on a chat, you can use the updated CCP to make outbound calls using the number pad and [phone number quick connects](quick-connects.md#external-quick-connect-type). 

Note the following limitation:
+ You can't access agent quick connects while you're on a chat.
+ Agents can receive calls while on a chat only if they are assigned to a routing profile that allows [cross-channel concurrency](routing-profiles.md).

**To make an external call while you're on a chat**

1. In the CCP, choose the phone tab.  
![\[The phone tab at top of ccp.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/training-guide-choose-phone-while-on-chat.png)

1. Choose **Number pad**.  
![\[The number pad button at bottom of quick connects page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/training-guide-choose-numberpad-while-on-chat.png)

1. Enter the external number you want to call, and then choose **Call**.  
![\[The number pad page, the call button on bottom right of page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/training-guide-dial-call-while-on-chat.png)

1. You'll be connected to the call at the same time the chat is still ongoing, as shown in the following image.  
![\[The CCP, a connected call, chat icon with red dot.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/training-guide-connected-call-while-on-chat.png)

1. To go to the chat conversation while you're on the phone, choose the chat tab. 

1. To end the phone conversation, choose the phone tab, choose **End call**, and then choose **Close contact**. You're still connected to the chat conversation.

## Can't make outbound call to another agent
<a name="call-and-chat-troubleshooting1"></a>

If you're on a chat and having trouble making an outbound call to another agent, it could be because that agent's routing profile is not set up to allow them to take calls while on a chat or task contact. They need to be assigned to a routing profile that allows [cross-channel concurrency](routing-profiles.md). 

## Can't see phone number quick connects in the CCP
<a name="call-and-chat-troubleshooting2"></a>

 [Agent quick connects](quick-connects.md#agent-quick-connect-type) are not visible in the CCP while you're on a chat.

If you can't see [phone number quick connects](quick-connects.md#external-quick-connect-type) in your CCP, however, check that the phone number quick connect has been added to your queue as described in [Step 2: Enable agents to see quick connects](quick-connects.md#step2-enable-agents-to-see-quick-connects).

## Enable agent quick connects for calls during a chat
<a name="call-and-chat-enable-agent-quick-connects"></a>

To enable agents to consult over the phone with each other while they are on chats, your Amazon Connect administrator needs to set up a direct dial number (DID) that routes to the agent. This configuration incurs additional costs. 

# Accept incoming emails
<a name="accept-emails"></a>

This topic explains how agents use the Contact Control Panel (CCP) to handle email contacts. Agents can accept incoming emails, review email content and threads, compose responses, and manage email contacts throughout their lifecycle.

## Overview of email contact handling
<a name="accept-emails-overview"></a>

When an email contact is routed to an agent, it appears in the CCP just like voice and chat contacts. Agents can accept, handle, and complete email contacts using the same familiar interface.

Key capabilities for handling email contacts include:
+ Accepting incoming email contacts from the queue
+ Viewing email content, including the message body and thread history
+ Reading and downloading email attachments
+ Composing and sending email responses
+ Selecting the appropriate From email address
+ Forwarding emails to external addresses
+ Transferring email contacts to other agents or queues

## Receiving and accepting email contacts
<a name="accept-emails-receiving"></a>

Email contacts are routed to agents based on their routing profile and queue assignments, similar to other contact types.

### Email contact notifications
<a name="accept-emails-notification"></a>

When an email contact is offered to an agent:

1. The CCP displays a notification showing an incoming email contact.

1. The notification includes basic information such as the sender's email address and subject line.

1. The agent has a configured amount of time to accept or reject the contact.

![\[The CCP displaying an incoming email contact notification with sender email address, subject line, and Accept/Reject buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-incoming-notification.png)


### Accepting an email contact
<a name="accept-emails-accepting"></a>

To accept an incoming email contact:

1. When the email contact notification appears in the CCP, choose **Accept**.

1. The email contact opens in the CCP, displaying the email content and available actions.

1. Review the email details, including sender, recipients, subject, and message body.

![\[The CCP showing an accepted email contact with email header, message body, and action buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-accepted-contact.png)


**Note**  
If you don't accept the email contact within the configured timeout period, it will be returned to the queue and may be offered to another agent.

## Email contact interface in the CCP
<a name="accept-emails-interface"></a>

When an agent accepts an email contact, the CCP displays a dedicated email interface with the following components:
+ **Email header**: Displays the From, To, CC, and Subject fields.
+ **Message body**: Shows the content of the current email message.
+ **Email thread**: Displays previous messages in the conversation, if applicable.
+ **Attachments**: Lists any files attached to the email, with options to view or download.
+ **Reply area**: Provides a text editor for composing responses.
+ **Action buttons**: Includes options to send, transfer, or end the contact.

![\[The email contact interface in the CCP with labeled components including email header, message body, thread view, attachments section, reply area, and action buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-interface-components.png)


## Reading and reviewing email content
<a name="accept-emails-reading"></a>

Agents can review all aspects of an email contact to understand the customer's inquiry and provide an appropriate response.

### Viewing email details
<a name="accept-emails-viewing-details"></a>

The email header displays key information:
+ **From**: The customer's email address
+ **To**: The email address(es) that received the message
+ **CC**: Any email addresses copied on the message
+ **Subject**: The email subject line
+ **Date/Time**: When the email was sent

![\[The email header section showing From, To, CC, Subject, and Date/Time fields.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-header-details.png)


### Viewing email threads
<a name="accept-emails-viewing-thread"></a>

Amazon Connect automatically groups related email messages into threads, allowing agents to see the full conversation history. Email threading follows standard email client conventions (RFC 5256).

To view an email thread:

1. In the CCP, the current email message is displayed at the top.

1. Previous messages in the thread appear below, in chronological order.

1. Expand or collapse individual messages to review their content.

![\[The email thread view showing the current message at the top and previous messages in chronological order below, with expand/collapse controls.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-thread-view.png)


Email threads help agents understand the full context of a customer inquiry, including previous interactions and responses.

### Viewing and downloading attachments
<a name="accept-emails-attachments"></a>

If an email includes attachments, they are listed in the attachments section of the CCP.

To view or download an attachment:

1. Locate the attachments section in the email interface.

1. Choose the attachment name to download it to your local device.

1. Open the downloaded file using the appropriate application.

![\[The attachments section displaying attached files with file names, sizes, and download buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-attachments.png)


**Important**  
Attachments are stored in your organization's Amazon S3 bucket. Ensure you have the necessary permissions to access attachments. If attachment scanning is configured, only attachments that pass security scans will be available for download.

## Composing and sending email responses
<a name="accept-emails-responding"></a>

After reviewing an email contact, agents can compose and send a response directly from the CCP.

### Composing a response
<a name="accept-emails-compose"></a>

To compose an email response:

1. In the reply area of the CCP, enter your response message.

1. The To and CC fields are automatically populated based on the incoming email. You can modify these if needed.

1. The Subject field is automatically populated with "Re: [original subject]". You can modify this if needed.

1. Use the text editor to format your message, if formatting options are available.

1. If needed, add attachments to your response by choosing the attachment option.

![\[The email reply area showing To, CC, Subject fields auto-populated, and the text editor for composing a response.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-compose-response.png)


### Sending a response
<a name="accept-emails-sending"></a>

To send your email response:

1. Review your message for accuracy and completeness.

1. Verify that the From email address is correct. See [Select a From email address](agent-select-from-email.md) for details on selecting the appropriate sender address.

1. Choose **Send** to send the email.

1. The email is sent through Amazon SES to the customer.

After sending a response, the email contact remains active until you choose to end it. This allows you to send multiple messages within the same contact if needed.

### Using message templates
<a name="accept-emails-templates"></a>

If your organization has configured message templates, you can use them to quickly insert pre-written content into your email responses. For information about message templates, see [Create message templates](create-message-templates1.md).

## Email contact states
<a name="accept-emails-states"></a>

Email contacts move through various states during their lifecycle, similar to other contact types in Amazon Connect:
+ **Incoming**: The email contact is being offered to the agent.
+ **Connected**: The agent has accepted the email contact and is actively handling it.
+ **Ended**: The agent has completed handling the email contact.

Unlike voice contacts, email contacts do not have a "hold" state. Agents can work on multiple email contacts simultaneously, switching between them as needed.

## Managing email contacts
<a name="accept-emails-managing"></a>

Agents have several options for managing email contacts in the CCP.

### Ending an email contact
<a name="accept-emails-ending"></a>

To end an email contact:

1. After sending your final response or completing your work on the email, choose **End contact** or **Close**.

1. The email contact is marked as complete and removed from your active contacts.

1. Complete any required after-contact work (ACW) if configured.

**Note**  
Ending an email contact does not prevent the customer from sending additional emails. If the customer replies after you end the contact, a new email contact will be created and routed according to your flow configuration.

### Handling multiple email contacts
<a name="accept-emails-multiple"></a>

Agents can handle multiple email contacts simultaneously, up to the limits configured in their routing profile. To switch between active email contacts:

1. In the CCP, view the list of your active contacts.

1. Choose the email contact you want to work on.

1. The selected email contact is displayed in the CCP interface.

**Topics**
+ [Overview](#accept-emails-overview)
+ [Receiving email contacts](#accept-emails-receiving)
+ [Email interface](#accept-emails-interface)
+ [Reading emails](#accept-emails-reading)
+ [Responding to emails](#accept-emails-responding)
+ [Contact states](#accept-emails-states)
+ [Managing contacts](#accept-emails-managing)
+ [Select From address](agent-select-from-email.md)
+ [Forward emails](agent-forward-email.md)

# Select a From email address
<a name="agent-select-from-email"></a>

When agents reply to or initiate emails, they can select which From (system) email address to use. This is helpful when agents support multiple brands, departments, or business units within the same contact center.

See [Create email addresses](create-email-address1.md) if you do not have email addresses created in your Amazon Connect instance.

## Selecting a From address when replying to inbound emails
<a name="agent-select-from-email-reply"></a>

When an agent replies to an inbound email contact:

1. The **From** address defaults to the original email address that received the customer's email.

1. The agent sees a label indicating **Original email address that received this email contact**.

1. The agent can change to a different address if needed by selecting from the **From** dropdown.

The available email addresses come from the queue that received the contact. The list is ordered as follows:

1. The original email address that received the inbound email (labeled as **Original email address that received this email contact**)

1. The default email address configured on the queue

1. The remaining additional email addresses configured on the queue

![\[The From address dropdown when replying to an inbound email, showing the original email address that received the contact labeled at the top, followed by the default queue address and additional addresses.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-from-selector-reply.png)


## Selecting a From address when initiating outbound emails
<a name="agent-select-from-email-initiate"></a>

When an agent initiates a new outbound email contact:

1. The **From** address defaults to the default email address configured on the agent's default outbound queue (specified in their routing profile).

1. The agent can change to a different address by selecting from the **From** dropdown.

The available email addresses come from the default outbound queue configured in the agent's routing profile. The list is ordered as follows:

1. The default email address configured on the default outbound queue

1. The remaining additional email addresses configured on the default outbound queue

![\[The From address dropdown when initiating an outbound email, showing the default email address from the agent's routing profile at the top, followed by additional addresses.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-from-selector-initiate.png)


## Using the From address selector
<a name="agent-select-from-email-using"></a>

To select a From email address:

1. Choose the **From** dropdown to see all available email addresses.

1. Use the search box to quickly find the right address.

1. Review the information displayed for each address:
   + Friendly sender name (if configured)
   + Email address
   + Description (if configured)

   For example: `Support Team <support@example.com> - For customer support inquiries`

1. Select the appropriate address for your use case.

![\[The From address selector showing the search box, and email addresses displayed with friendly sender names, email addresses, and descriptions.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-from-selector-search.png)


**Note**  
The list of available email addresses respects your security permissions. If [tag-based access control (TBAC)]() is configured, you only see email addresses that match your assigned tags.

## Example use cases
<a name="agent-select-from-email-examples"></a>

The following examples show when agents might need to select a different From email address:
+ **Multi-brand support**: An agent handles contacts for both an insurance division and a retail division. When sending a follow-up email, the agent selects the appropriate brand email address.
+ **BPO scenario**: A BPO agent supporting multiple client brands receives a call from AnyCompany Brand. When initiating a follow-up email, the agent selects the AnyCompany Brand email address.
+ **Blended agents**: An agent on a voice call needs to send follow-up instructions via email. The agent initiates an outbound email and selects the correct department email address.
+ **Email routing correction**: An agent receives an email that was sent to sales@example.com but should have gone to support@example.com. The agent selects support@example.com as the From address when replying.

# Forward email contacts to external email addresses
<a name="agent-forward-email"></a>

Agents can forward email contacts to external email addresses (for example, `firstname.lastname@anycompany.com`) or distribution lists (for example, `support-team-distro@anycompany.com`) when they need to involve other parties outside of Amazon Connect. This feature allows agents to share customer emails with external teams, partners, or systems while maintaining the email thread within Amazon Connect.

## Overview of email forwarding
<a name="agent-forward-email-overview"></a>

Email forwarding enables agents to:
+ Send a copy of the email contact to external email addresses
+ Forward emails to distribution lists or group email addresses
+ Include additional context or instructions when forwarding

**Important**  
Forwarding an email contact sends a copy to external recipients but does not transfer the contact out of Amazon Connect. The agent remains responsible for the contact until they end it or transfer it to another agent or queue within Amazon Connect.

## How to forward an email contact
<a name="agent-forward-email-how"></a>

To forward an email contact to an external address:

1. In the CCP, open the email contact you want to forward.

1. Choose the **Forward** option or button.

1. In the **To** field, enter the external email address or addresses where you want to forward the email. You can only enter 1 email address in the **To** field. Additional recipients can be added to the **CC** field.

1. Optionally, add a message in the body field to provide context or instructions for the external recipients.

1. Optionally, add any attachments required.

1. Review the forwarded content, which includes:
   + The original email message and thread
   + Your additional message (if provided)

1. Click **Send** to forward the email.

![\[The email forward interface in the CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-forward-interface.png)


The forwarded email is sent to the external recipients. The email contact remains active in your CCP until you end it either by responding to it or clicking **Done** to close it.

## Forwarding to distribution lists
<a name="agent-forward-email-distribution"></a>

You can forward email contacts to distribution lists or group email addresses in the same way you forward to individual addresses. Simply enter the distribution list email address in the **To** field.

Common use cases for forwarding to distribution lists include:
+ Escalating issues to specialized teams
+ Sharing customer feedback with product teams
+ Notifying management of high-priority issues
+ Coordinating with external partners or vendors

## Permissions and restrictions
<a name="agent-forward-email-permissions"></a>

Email forwarding capabilities are controlled by your security profile permissions. Your administrator configures which agents can forward emails ("Initiate email conversation" must be enabled on your [Contact Control Panel (CCP)](security-profile-list.md#ccp-permissions-list)) and to which external addresses (based on checking contact attributes in the [Default outbound flow in Amazon Connect: "This call is not being recorded"](default-outbound.md)).

Potential restrictions may include:
+ Allowed external domains or email addresses
+ Blocked domains to prevent forwarding to unauthorized recipients
+ Limits on the number of external recipients per forward
+ Requirements for manager approval before forwarding

**Note**  
If you attempt to forward an email to an address that is not permitted by your organization's policies, you may receive an error message.

## Best practices for forwarding emails
<a name="agent-forward-email-best-practices"></a>

Follow these best practices when forwarding email contacts:
+ **Verify recipient addresses**: Double-check that you're forwarding to the correct external address before sending.
+ **Protect customer privacy**: Be mindful of customer data and privacy regulations when forwarding emails to external parties. Only forward to authorized recipients.
+ **Add context**: Include a brief message explaining why you're forwarding the email and what action you expect from the recipients.
+ **Review attachments**: Ensure that any attachments being forwarded are appropriate and don't contain sensitive information that shouldn't be shared externally.
+ **Follow up**: If you're forwarding an email for action by external parties, make sure to follow up to ensure the issue is resolved.
+ **Document the forward**: Add notes to the contact record indicating that you forwarded the email, to whom, and why.

## Forwarding vs. transferring
<a name="agent-forward-email-vs-transfer"></a>

It's important to understand the difference between forwarding and transferring an email contact:
+ **Forwarding**: Sends a copy of the email to external recipients outside of Amazon Connect. You remain responsible for the contact and must continue to handle it or end it.
+ **Transferring**: [Quick connect scenarios for transferring contacts](how-quick-connects-work.md), transfers the email contact to another agent or queue within Amazon Connect. The contact is removed from your queue and assigned to the transfer destination.

Use forwarding when you need to share information with external parties while maintaining ownership of the contact. Use transferring when you need to hand off the contact to another agent or team within your contact center.

# Accept a task assigned in the Contact Control Panel (CCP)
<a name="accept-task"></a>

The steps in this topic describe how to deliver tasks to an agent when their status is set to **Available** in the Contact Control Panel (CCP).

1. Whenever you set your status in the CCP to **Available**, Amazon Connect can deliver tasks to you, based on the settings in your [routing profile](routing-profiles.md).  
![\[The CCP, an incoming task, the accept task button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-tasks-incoming.png)

1. When a task arrives, choose **Accept task**. You have up to 30 seconds to accept a task (10 seconds more than accepting a call or chat).

1. Review the description of the task, and choose the links as needed to complete the task.   
![\[The CCP, an example task, the end task button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-task-end-task.png)

1. When you've completed the task, choose **End task**.

1. You will then be in ACW. When finished, choose **Close contact**.   
![\[After contact work for a task.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-task-close-task.png)

# Create a new task in the Contact Control Panel (CCP)
<a name="create-task"></a>

You can create a task any time, even when your status is Offline. And you can assign a task to anyone who has a quick connect, including yourself. 

You can create a task, which starts the task immediately. Or you can schedule the task to start on a future date and time.

1. Open the CCP. Select the **Task** tab, and then choose **Create task**.   
![\[The CCP, the task button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-create-task-ccp.png)

1. Complete the **Create task** page. When you choose **Assign to**, you can assign a task only to someone or a queue that has quick connect.

   Choose **Create**. 

------
#### [ CCP only ]

   The following image shows the option to create a task in the CCP.

![\[The CCP, the create task page, the schedule date and time section, the create button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-create-task-ccp-2.png)


------

1. If you chose yourself, the task is routed to you. Choose **Accept task**.  
![\[The CCP, an incoming take, the accept task button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-tasks-incoming.png)

## Create a scheduled task
<a name="create-scheduled-task-agents"></a>

You can schedule a task to start on a future date and time.

1. Complete the steps to create a task. For example, add a **Task name** and **Assign to** a quick connect.

1. In the **Scheduled date / time** section, choose a future date and time, and specify the timezone. You can schedule a task up to six days in future.

1. If you want to clear all values in the **Scheduled date / time** section and start over, choose **Clear scheduled date / time**. 

![\[The create task page, the scheduled date and time section.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/scheduled-task.png)


# Transfer a task to another agent or queue in the Amazon Connect Contact Control Panel (CCP)
<a name="transfer-task"></a>

You can transfer a task that's assigned to you to another agent or queue.

1. Open the task you want to transfer, and then choose the quick connect icon.   
![\[A connected task, the quick connect button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tasks-transfer-1.png)

1. Choose from the list of people or destinations listed under **Quick connects**, and then choose the transfer icon.   
![\[The quick connect page, the agent quick connect, the transfer icon.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tasks-transfer-2.png)

# Accept incoming contacts with Amazon Connect Customer Profiles
<a name="ag-cp-select"></a>

When a call or chat is connected to your Contact Control Panel (CCP), Amazon Connect Customer Profiles, in the same browser window, automatically populates the customer profile that may match the incoming phone number for a voice interaction and *Name* for a chat interaction.

**Tip**  
You can change autopopulation behavior if you wish. For more information, see [ Use contact attributes to autopopulate customer profiles](https://docs.aws.amazon.com/connect/latest/adminguide/auto-pop-customer-profile.html).

Before agents can access customer profiles, the Amazon Connect administrator must enable the Customer Profiles feature, grant agents the appropriate permissions, and integrate Customer Profiles into your agent workspace. For more information, see [Enable Customer Profiles for your Amazon Connect instance](enable-customer-profiles.md).

**Topics**
+ [Auto-populate the customer profile](#example1-select-customer-profile)
+ [Accept incoming contact, no customer profile found](#example2-select-customer-profile)
+ [Search when not on contact](#example3-select-customer-profile)
+ [Autopopulate results in multiple profiles found](#example4-autopop-multiple-customer-profiles)
+ [Create a new customer profile](ag-cp-create.md)
+ [Search for a customer profile in the agent workspace](ag-cp-search.md)

## Example 1: Auto-populate the customer profile
<a name="example1-select-customer-profile"></a>

As soon as Amazon Connect Customer Profiles matches the phone number (voice) or customer name (chat) with an existing customer profile, it automatically displays the profile even though you may not have accepted the contact yet.

The following image shows what your Contact Control Panel (CCP) may look like when there's an incoming chat. A customer profile has been found that matches the customer, and Amazon Connect is loading the data.

![\[The Customer profile tab, incoming chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-incoming-chat-example1.png)


This next example shows what it might look like after you've accepted and joined the chat, and Amazon Connect displays the customer's profile. In this case, Amazon Connect found the customer's profile based on their email address. If this were a voice call, by default Amazon Connect would match the customer's profile based on their phone number. Your IT department can [customize](auto-pop-customer-profile.md) this behavior to search for the profile based on other information about the contact.

![\[The Customer profile tab, accepted chat, associate button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-choose-profile-example1.png)

+ Choose **Associate** to associate the contact record of the current contact with the customer profile, and then choose **Confirm**.   
![\[The confirm association message, the confirm button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-choose-profile-example1a.png)
+ If you choose **Associate** by mistake, you can continue to browse other customer profiles, and associate the contact with a different customer profile. Or, if you have been [assigned Create permission](assign-security-profile-customer-profile.md), you can create a new profile. 

  You can associate a contact with customer profile multiple times during an interaction, including during After Contact Work (ACW) time. Only the most recent association remains, before you clear the contact.

## Example 2: Accept incoming contact, no customer profile found
<a name="example2-select-customer-profile"></a>

If no results are returned when a call or chat comes in, do the following: 

1. Search for the customer's profile using any search key available in the search drop down menu. For example: phone, name, email, account id, or any [custom search terms](https://docs.aws.amazon.com/connect/latest/adminguide/create-object-type-mapping.html#step2-how-to-map-attributes) you specify. For example, if you have *Social security number* (SSN) defined as one of your identifiers, SSN will automatically be available as a search term for agents to use in the Agent Workspace.  
![\[The SSN search option in the drop down.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-ssn.png)  
![\[Example of an SSN in the search box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-ssn-2.png)

1. If no customer profile is found, [create a new profile](ag-cp-create.md) for the contact. The only required information is first name.

In the following image, the agent searched for **John Doe**. No matches were found so they chose **Create profile**. 

![\[The Customer profile tab, create profile option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-no-profiles-found.png)


## Example 3: Search when not on contact
<a name="example3-select-customer-profile"></a>

When there are no incoming contacts, you can search for customer profiles using any search key available in search drop down menu. For example, phone, name, email, or account id. For example, you might want to use this time to search for previous contacts, or completing a profile.

![\[The Customer profile tab, the search box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-not-connected-example4.png)


## Example 4: Autopopulate results in multiple profiles found
<a name="example4-autopop-multiple-customer-profiles"></a>

In some cases, multiple profiles may be returned for the same call or chat. Use the profile information to verify the customer's identity. For example, ask the customer to verify their email address or account number, and then associate the contact with the right customer profile. Agents can also ask customers for additional information they can use in search and identify the right profile in order to associate it to the interaction.

![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-1.png)


![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-2.png)


![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-3.png)


![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-4.png)


# Create a new customer profile in the Amazon Connect agent workspace
<a name="ag-cp-create"></a>

Let's say you're on a chat and there's no customer profile for the contact. You can create a new customer profile for them.

1. Choose **Create profile**.   
![\[The Customer profile tab, the create profile option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-no-profiles-found.png)

1. Choose **This is the current connected customer**. This tells Amazon Connect to link the customer profile to the contact ID for the current customer.

   If you don't select this check box, the profile isn't associated with the current contact. This is useful when a contact is calling from someone else's number.

   Enter information in the required boxes, and then choose **Save**.
**Tip**  
Agents can use any of these customer Identifiers in the Agent Workspace to find the profile that belongs to the customer on the interaction.  
![\[The create profile page, the check box for This is the current connected customer.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-create-profile-detail.png)

1. You'll receive a verification page that the contact has been created.  
![\[A message that the profile saved successfully.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-create-profile-success.png)

1. You can continue the conversation with the customer.

# Search for a customer profile in the agent workspace
<a name="ag-cp-search"></a>

Even when you're not on a contact you can search customer profiles. This is helpful in cases where, for example, you want to return to a customer profile.

1. In the **Search** box, select the key you wish to use to search for a profile and enter the value you wish to search with. For example, you can select *phone* from the drop down menu and enter `206-555-2322` in the input field to search.  
![\[The Customer profile tab, the search box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-not-connected.png)  
![\[Search box displaying an example of a phone number.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/app-search-phone-value.png)

1. If more than one result is returned, you can review the profile information to identify the contact that you want.  
![\[At any time agents can search for customer profiles by phone number, name, email, Account ID, or profile ID.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/anytime-agents-search-cp.png)

**Tip**  
You can enter a search term without having to select an attribute for phone number, name, email, Account ID, or profile ID. The agent workspace will automatically detect the values type and run a search for matching profiles.
Searching for Profiles in the agent workspace will return profiles that match your exact search value.

# Search cases in Amazon Connect to view customer contact details
<a name="search-cases"></a>

You can search cases using a keyword match. Amazon Connect searches data across all system and custom fields. The results are sorted from most-recently to least-recently updated case.

If you are on a contact, and the contact has been associated to a customer profile, then search automatically filters to cases of current customer.

![\[The Cases tab, the filter box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-search.png)


Regardless of whether you are on a contact, you have the option to do a general search. If you are on a contact and want to search beyond the current customer, clear the selection for **Cases of current customer only**.

## View a case
<a name="view-cases"></a>

When you select any of the cases in the search results to view the case, a new tab opens. This enables you to have multiple cases open at the same time. 

If you add a [Cases](cases-block.md) block to a flow, and configure it with **Link contact to case** enabled, then cases will open automatically when the agent accepts the contact. 

![\[The Cases tab opened for contact.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-view-multiple-tabs.png)


### Activity feed
<a name="cm-activityfeed"></a>

The activity feed shows calls, chats, tasks, and comments from the most recent to least recent Started data.

Contacts will have an indicator of Ongoing or Completed. If the contact was completed, there will a Completed/Terminated date/time and a link to **Contact details** that takes user directly to the **Contact details** page.

Only users who have access to this page will be able to see contact details for a given contact. Even within this page, there are more granular permissions so different users may see different information. Information might include: basic contact details/contact attachments, transcripts and recordings with Contact Lens categories, sentiment, and summaries, recordings, etc.

![\[The activity feed.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-activity-feed.png)


### More information
<a name="cm-moreinfo"></a>

There may be additional information for agents to view and populate on the **More information** tab, depending on the case template is designed.

![\[The More information tab.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-moreinfo.png)


# Add comments to a case in Amazon Connect
<a name="cm-comments"></a>

Agents have the ability to view and add comments to a case.

![\[A diagram showing comments added to a case by an agent.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-comments.png)


# Create a case in Amazon Connect Cases or a customer profile to document a customer's issue
<a name="create-cases"></a>

You can create a case either by choosing **\$1 Case** from the **Cases** page or by choosing **\$1 Connect case** directly from a customer profile. If you are not on active contact, you can still create a case directly from the customer profile.

**To create a case while on the **Customer Profile** page**

1. Choose **\$1 Profile** to create a customer profile, as shown in the following image.   
![\[The Profile button on the Customer profile tab.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cm-cases-associated-profile1.png)

1. Choose **\$1 Connect Case** to create a case, as shown in the following image.  
![\[The connect case button on the customer profile page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cm-cases-associated-profile2.png)

1. Complete the required information for the case, and then choose **Save**. A case is created for the customer, as shown in the following image.  
![\[A case.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cm-cases-associated-profile3.png)

**To create a case while on the **Cases** page**

1. You must be on a contact (call, chat, or task) and the contact must already be **Associated** with a customer profile, as shown in the following image.   
![\[The Associated status on the Customer profile page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cm-create-case.png)

1. Choose the **Cases** tab and then choose **\$1 Case**, as shown in the following image.  
![\[The Cases button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cm-create-case1.png)

1. Complete the required information for the case, and then choose **Save**. A case is created for the customer. 

## Customer name
<a name="cm-customername"></a>

Each case that is created is connected to a customer profile from your Amazon Connect instance. While viewing the case details page, an agent can click or tap the customer's name to open the associated Customer Profile in a different tab. Or, the agent can choose **More (...)** to copy the customer name or profile ID to the clipboard. On new case templates, the customer name appears by default on the case details page. You can rearrange this field on your case template, or even remove it entirely.

![\[The customer name, the more option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-customername.png)


# Associate a contact with a case in Amazon Connect
<a name="associatecontactandcase"></a>

You can associate the contact to an existing case, such that the contact will appear on the activity feed of the case with indicator **Ongoing**.

![\[An ongoing contact displaying in a case's activity feed.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-associate.png)


![\[The activity feed, ongoing status.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-associate2.png)


# Edit a case in Amazon Connect
<a name="cm-editcases"></a>

To edit a case, the agent chooses **Edit** and **Save** to save any changes.

You can edit a case only when it is not in a **Closed** status. If the case is **Closed**, you must update the status, then choose **Edit** to make your changes.

![\[A case in the Open status, ready for edit.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-edit.png)


![\[The page where an agent can edit a case.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-edit-template.png)


# Create a task in the Contact Control Panel (CCP) agent workspace from a case
<a name="create-task-from-case"></a>

In the agent workspace, you can add a task from a case. In the Contact Control Panel (CCP), you will see the task creation form. 

When you create a task from a case, the task is automatically associated with the case and it appears on the activity feed.

![\[The activity feed.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/cases-agent-application-tasks.png)


# Generate AI-powered Case summary
<a name="generate-ai-case-summary"></a>

Agents have the ability to generate an AI-powered Case summary by clicking Generate.

![\[Screenshot showing Generate button for case summary.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/case-summary-generate-button.png)


This displays a **Generated summary suggestion** which the agent can optionally edit and regenerate before saving the summary on the Case.

![\[Screenshot showing case summary save options.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/case-summary-save.png)


# Search for content using Connect AI agents
<a name="search-for-answers"></a>


|  | 
| --- |
| **Powered by Amazon Bedrock**: Connect AI agents is built on Amazon Bedrock and includes [automated abuse detection](https://docs.aws.amazon.com//bedrock/latest/userguide/abuse-detection.html) implemented in Amazon Bedrock to enforce safety, security, and the responsible use of artificial intelligence (AI).  | 

With Connect AI agents agents can use natural language to search across connected knowledge sources to receive generated recommendations, like actions to take and links to more information. 

For example, you can type questions or phrases in the search box (such as, "how long after purchase can handbags be exchanged?") without having to guess which keywords will work. Connect AI agents searches the connected sources, and returns a specific solution generated from your knowledge content along with links to relevant information. 

You can search for content at any time: while on a contact, on After Contact Work, or between contacts. 

**To search for content**

1. In the search box, type words or phrases in natural language. 

   The following image shows an example of a natural language query and the solution that is displayed.  
![\[A natural language query and an AI generated solution.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/wisdom-nlu.png)

1. If more information is needed, choose the article that you want to view. 

1. The article appears in a new tab. For example, the following image shows the Cancellation policy article.  
![\[An article appearing in a new tab on the agent workspace.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/wisdom-agent-asks-question.png)

1. The list of search results is cleared only after you complete ACW and choose **Close contact**, or select the **Close** icon next to the search box. 

# Use real-time recommendations from Connect AI agents
<a name="use-realtime-recommendations"></a>

This topic explains how agents who are using Connect AI agents in the agent workspace can interact with real-time recommendations that are generated for chats and emails. If Contact Lens is enabled, the recommendations appear for calls as well.

The recommendations point you to information related to the current conversation with the customer.

The following image shows how an article may appear in the agent workspace when you're on a call. 

![\[An article displayed in the agent workspace.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/wisdom-concepts-intro2.png)


1. The Connect AI agent toggle button on the top-right can be used to toggle the expansion of the Connect AI agent widget.

1. A Connect AI agent proactively generates clickable intents to assist the customer service agent handling the contact.

1. Upon choosing an intent, the Connect AI agent generates a solution using an appropriate source from the knowledge base configured for it.
   + The Connect AI agent provides a solution with citations.
   + Sources associated with the citations and other related articles are also displayed and can be clicked to dive into the knowledge base material.

1. The agent can ask natural-language questions to receive responses on demand from a Connect AI agent using the input at the bottom of the widget.

# Enroll callers in Voice ID in the Contact Control Panel (CCP)
<a name="use-voiceid"></a>

**Note**  
End of support notice: On May 20, 2026, AWS will end support for Amazon Connect Voice ID. After May 20, 2026, you will no longer be able to access Voice ID on the Amazon Connect console, access Voice ID features on the Amazon Connect admin website or Contact Control Panel, or access Voice ID resources. For more information, visit [Amazon Connect Voice ID end of support](https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html). 

This topic shows how Voice ID features appear in your Contact Control Panel (CCP).

## Enroll a caller in Voice ID
<a name="use-voiceid-notenrolled"></a>

![\[Voice ID features in a Contact Control Panel.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/voiceid-ccp-enrollment.png)


1. You receive an incoming call.

1. The caller is not yet enrolled in Voice ID so you choose **Enroll**.

1. A message is displayed that Voice ID is sampling the caller's voice. It requires 30 seconds of speech (excluding silence). 

1. The caller is now enrolled in Voice ID. This example also shows the caller's **Fraud risk** as lower than the threshold.

## Verification of an enrolled caller
<a name="use-voiceid-reenroll"></a>

After a customer is enrolled in Voice ID, when they call your contact center again, you can verify they are who they say they are.

![\[Verify an enrolled caller.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/voiceid-ccp-reenroll.png)


1. You receive an incoming call.

1. The caller is already enrolled in Voice ID, and their status is **Authenticated**. You can choose to re-evaluate authentication using Voice ID.

1. A message is displayed that Voice ID is evaluating the caller's speech. It requires between 5-10 seconds of speech, not including silences. 

1. The caller has been authenticated by Voice ID. This example also shows the caller's **Fraud risk** is lower than the threshold.

## Caller has opted out
<a name="use-voiceid-optout"></a>

The following image shows what appears in your CCP when a caller has opted out of Voice ID.

![\[Caller has opted out.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/voiceid-ccp-optout.png)


1. You receive an incoming call.

1. The caller has previously opted out of Voice ID. 

1. You have the option to enroll them.

## Authentication status = Not authenticated
<a name="use-voiceid-mismatch"></a>

When an enrolled caller calls your contact center, Voice ID may return a result of **Not authenticated**. This means Voice ID was unable to authenticate a caller's speech. The authentication score for the caller is lower than the configured threshold.

![\[Caller not authenticated.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/voiceid-ccp-not-authenticated.png)


The previous images show that the **Fraud risk** can be **High** or **Low**, independent of whether the caller is authenticated. 

## Authentication status: Inconclusive
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When an enrolled customer calls your contact center, Voice ID may return a result of **Inconclusive**: Voice ID was unable to analyze a caller's speech for authentication. This is usually because Voice ID did not get the required 10 seconds to provide a result for verification. 

![\[Authentication status Inconclusive.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/voiceid-ccp-inconclusive.png)