Contact record templates in Connect Customer Customer Profiles
A contact record is a profile object that captures essential metadata from contact events, such as phone calls or chats. Connect Customer Customer Profiles uses contact records to document and analyze your interactions with customers.
Contact records are ingested automatically by the Connect Customer integration when a contact
event ends. The contact event's identifier is provided as the
_ctrContactId key. Because ingestion happens after the contact ends,
profile association isn't visible during the live interaction—it appears after
the contact record has been processed.
Note
Assign a contact record to a specific profile
You don't have to rely on automatic matching to choose the profile. Call AddProfileKey on the profile you want, with KeyName set
to _ctrContactId and the contact's ID as the value. When the contact
record is ingested after the contact ends, its _ctrContactId key
matches the profile you chose, and the record is associated there instead of
falling back to _phone or creating an inferred profile. Add the key
during the contact, while it's still in progress, so it's in place before
ingestion. This works with all three templates, because each one evaluates
_ctrContactId first.
When a contact event occurs, one of three default templates determines how the event is handled. Each template defines specific rules for matching and profile creation, so you can tailor processing to your business needs.
Topics
Create inferred profiles and auto-associate profiles (CTR-NoInferred)
With the CTR-NoInferred template, when a contact event such as a phone call
occurs, Customer Profiles first uses the _ctrContactId key to search for an
existing profile. If a match is found, the contact event is auto-associated with
that profile. If not, Customer Profiles searches using the secondary _phone key to
locate a profile by the caller's phone number, and auto-associates if a match is
found.
If neither _ctrContactId nor _phone finds an existing
profile, Customer Profiles creates a new inferred profile and populates it with the contact
event metadata.
The CTR-NoInferred behavior is useful for reducing duplicate profiles.
Auto-associate profiles only (CTR-AutoAssociateOnly)
CTR-AutoAssociateOnly works like CTR-NoInferred with one important distinction: it doesn't create an inferred profile when no existing profile can be found for auto-association.
It uses _ctrContactId first and falls back to _phone.
If a match is found, the contact event is auto-associated. If no match is found, no
inferred profile is created.
Use CTR-AutoAssociateOnly when you want automatic association with existing profiles while maintaining strict control over profile creation.
Create inferred profiles only (CTR)
The CTR template relies solely on the _ctrContactId key. If a match
is found, the contact event is associated with that profile. If not, the template
creates an inferred profile and populates it with the contact event
metadata.
Because this template doesn't fall back to _phone for matching, it
can create many inferred profiles, which might lead to duplicate profiles. We
recommend CTR-NoInferred instead.
Update the contact record type (console)
-
In the Connect Customer Customer Profiles console, choose View details in the Customer Profiles domain section.
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On the Domain details page, choose Edit in the Profile creation and auto-association section.
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Select the contact-record behavior you want and choose Save.
Update the contact record type (AWS CLI)
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CTR-NoInferred:
aws customer-profiles put-profile-object-type --domain-name {domain} --object-type-name CTR --description "Creates inferred profiles and auto-associates profiles" --template-id CTR-NoInferred -
CTR-AutoAssociateOnly:
aws customer-profiles put-profile-object-type --domain-name {domain} --object-type-name CTR --description "Auto-associate with profiles only" --template-id CTR-AutoAssociateOnly -
CTR:
aws customer-profiles put-profile-object-type --domain-name {domain} --object-type-name CTR --description "Creates inferred profiles only" --template-id CTR
For information on using the API, see PutProfileObjectType.
Automatically add names from email contacts to a profile
You can set up a flow to populate a name from an email contact to the customer's profile. Use the Customer profiles block, configured to use the Update profile action.
