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Create an outbound campaign using event triggers - Amazon Connect Customer
Create an outbound campaigns with event triggers using APIs

Create an outbound campaign using event triggers

Set up event triggers in the Connect Customer admin website

  1. On the Campaign set up page, select Customer event under Recipients.

    Campaign setup page with Customer event selected under Recipients section for event-triggered campaigns.

  2. Select an Event source to specify where the data originates, and configure the attribute conditions that will activate the event trigger.

    Event sources are based on integrations in your Customer Profiles domain. details on setting up your external application, see Integrate with external applications. You can also integrate with Kinesis or S3.

    Event source selection panel showing integration options and attribute condition configuration.

  3. Select the Delivery mode and additional communication settings.

    Delivery mode selection and additional communication settings for event-triggered campaigns.
    Important

    To create a communication widget campaign, you must have a Customer Profiles integration between your Customer Profiles domain and your instance. The required object type name is Campaign-WebNotification. You can do this by choosing the upgrade button in the Connect Customer admin website console by selecting your instance and then going to the Outbound campaigns subpage.

    Communication section showing Delivery mode dropdown with Communication widget selected from options including Agent assisted voice, Automated voice, Email, SMS, and WhatsApp.
    Communication section showing Communication widget dropdown with My-custom-widget selected and Notification type section with Action and View options.

    There are two notification types to choose from: View and Action.

    View

    A View notification displays a visual message or prompt above the communication widget button. It presents information to the end user, such as a greeting, offer, or contextual message. The notification invites the end user to engage in a conversation with an agent or bot.

    Select View when you want to surface a message, promotion, or contextual nudge to the end user before they start a conversation. This gives the end user a moment to read and decide whether to engage.

    Examples:

    • A proactive banner saying "Hi! We noticed you've been on this page for a while. Need help finding the right plan?"

    • A promotional message: "Limited time offer — chat with us to get 20% off your upgrade."

    • A contextual nudge: "Having trouble completing your order? We're here to help."

    Action

    An Action notification bypasses any visual message and immediately triggers the communication widget to open, and starts a conversation directly with a bot or human agent.

    Select Action when you want to skip the notification step entirely and launch the end user straight into a live conversation. No intermediate message is shown.

    Examples:

    • The system immediately connects a high-intent customer on a checkout page to a support agent.

    • The system routes a returning customer with an open case directly into a bot flow to check status.

    • A VIP customer triggers an instant connection to a dedicated agent upon visiting the help page.

    View notification type selected showing View selection dropdown, View version dropdown, and Recommendations section with Recommender dropdown.

    After you choose a notification type, you can select a recommender.

  4. (Optional) Configure the Recommendations section to integrate Predictive Insights with your event-triggered campaign. This enables you to deliver personalized template content through email and SMS channels.

    Recommendations section in Amazon Connect console showing Recommender dropdown with frequently_paired_items selected, Calculated attribute for recommender with _last_interacted_item_id, Number of recommendations set to 3, and Recommendation attributes with Name, Price, Description, ImageLink, and Category selected.

    Configure the following settings:

    • Recommender name – Select the name of the recommender you want to use to generate recommendations for the profiles associated with the campaign. You can only use recommenders that are active to generate recommendations.

      Predictive Insights offers several types of recommendations. For more information, see Step 3: Creating Predictive Insights.

    • Calculated Attribute for recommender – This setting is only required when using a Similar items or Frequently paired items recommender type. This context helps the recommendation engine understand which product to base suggestions on, enabling more relevant and targeted recommendations for your customers.

      For example, you might use a calculated attribute like _last_interacted_item_id that captures the purchased item ID.

    • Number of recommendations – The maximum number of recommendations to generate for a profile. This can range between 1 to 3 recommendations.

    • Recommendation attributes – Define which attributes of the recommendations response are used in your message template.

    For more information about Predictive Insights, see Get started with Predictive Insights.

  5. Verify your configurations and choose Publish.

    Final review screen for event-triggered campaign configuration with Publish button.

Create outbound campaigns with event triggers using APIs

Connect Customer Customer Profiles event trigger APIs

  • Two API calls are made to create a functioning event trigger:

Example of an event trigger request:

{
"Description": "string",
"EventTriggerConditions": [
{
"EventTriggerDimensions": [
{
"ObjectAttributes": [
{
"ComparisonOperator": "string",
"FieldName": "string",
"Source": "string",
"Values": [ "string" ]
}
]
}
],
"LogicalOperator": "string"
}
],
"EventTriggerLimits": {
"EventExpiration": number,
"Periods": [
{
"MaxInvocationsPerProfile": number,
"Unit": "string",
"Unlimited": boolean,
"Value": number
}
]
},
"ObjectTypeName": "string",
"SegmentFilter": "string",
"Tags": {
"string" : "string"
}
}

The ComparisonOperator supports the following values:

ComparisonOperator Comment Supported type
INCLUSIVE Checks if the target includes all the specified values. String
EXCLUSIVE Checks if the target does not contain all the specified values. String
CONTAINS Checks if the target contain any of the specified values. String
BEGINS_WITH Checks if the target begins with the specified value. String
ENDS_WITH Checks if the target ends with the specified value. String
GREATER_THAN True if the target is greater than the specified value. Number
LESS_THAN True if the target is less than the specified value. Number
GREATER_THAN_OR_EQUAL True if the target is greater than or equal to the specified value. Number
LESS_THAN_OR_EQUAL True if the target is less than or equal to the specified value. Number
EQUAL True if the target is equal to the specified value. Number
BETWEEN True if the target is within specific value range or timestamp. Number/Date*
NOT_BETWEEN True if the target is not within specific value range or timestamp. Number/Date*
BEFORE True if the target is before the specified timestamp. Date
AFTER True if the target is after the specified timestamp. Date
ON True if the target is on the specified timestamp. Date

  • Source: Used to define an attribute in the object.

    • Only one attribute is allowed in a single ObjectAttribute entry.

  • FieldName: Used to point to the mapped attribute in Data Mapping.

    • Only one attribute is allowed in a single ObjectAttribute entry.

  • ObjectTypeName: Supports all default and custom object type names, but not standard object types, such as _profile, _asset, _order, and others.

  • EventTriggerLimits:

    • Allow max of concurrent 20 event triggers per customer domain by default.

    • Default limit of 10 invocations per day, per profile, per trigger. You can override this by specifying UNLIMITED in MaxInvocationPerProfile.

    • MaxInvocationPerProfile:

      • Valid Range: Minimum value of 1. Maximum value of 1000. (or UNLIMITED)

    • Unit:

      • Valid Values: HOURS, DAYS, WEEKS, MONTHS

    • Value:

      • Valid Range: Minimum value of 1. Maximum value of 24

  • Time range comparison

    • Customer Profiles uses standard libraries to parse time values. For global services, it is important to account for timezone conversions to ensure accurate processing.

  • The EventExpiration value is specified in milliseconds. When used to trigger a campaign, the maximum expiration time is capped at 15 minutes.

Outbound campaigns event trigger APIs

  • CreateCampaignV2

    The only changes needed for creating an event triggered campaign are the highlighted fields. The rest of the fields are the same as Scheduled Campaigns.

    {
    "name": "string",
    "connectInstanceId": "string",
    "channelSubtypeConfig": { 
    // or other channel parameters 
        "email": {
            "outboundMode": {
                "agentless":{
                }
            },
            "defaultOutboundConfig":{
                "connectSourceEmailAddress":"example@example.com",
                "wisdomTemplateArn":"arn:aws:wisdom:us-west-2:123456789012:message-template/dXXXXX0Pc8-195a-776f-0000-EXAMPLE/51219d5c-b1f4-4bad-b8d3-000673332",
                "sourceEmailAddressDisplayName": "testEmailDisplayName"
            }
        }
    },
    "connectCampaignFlowArn": <Flow ARN>,
    "schedule": {
            "endTime": "2024-12-11T21:22:00Z",
            "startTime": "2024-10-31T20:14:49Z",
            "timeZone": "America/Los_Angeles"
    },
    "source": {
        "eventTrigger": {
            "customerProfilesDomainArn": <Domain ARN>
}

  • PutProfileOutboundRequestBatch

    You are not able to directly invoke this API, but it will be logged within your Cloudtrail logs. This API is used to trigger a campaign after receiving an event, and is the mechanism that initiates a voice call, email, or SMS.