# Manage contacts from the Contact details page in Amazon Connect
<a name="manage-contacts-admin"></a>

On the **Contact details** page of an in-progress contact, you can manage a contact by transferring, rescheduling, or ending the contact.

You can also perform these actions programmatically using the [TransferContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_TransferContact.html), [UpdateContactSchedule](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateContactSchedule.html), and [StopContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StopContact.html) operations.

This section explains how to transfer, reschedule, and end contacts by using the Amazon Connect admin website.

**Topics**
+ [Transfer in-progress contacts](transfer-contacts-admin.md)
+ [Reschedule contacts](reschedule-contacts-admin.md)
+ [End contacts](end-contacts-admin.md)

# Transfer in progress contacts to a quick connect agent or a queue in Amazon Connect
<a name="transfer-contacts-admin"></a>

On the **Contact details** page of an in-progress contact, you can transfer a contact to a quick connect agent or queue. This capability supports task, email, or chat contacts.

To transfer contacts programmatically, use the [TransferContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_TransferContact.html).

## Required permissions
<a name="transfer-contacts-permissions"></a>

1. Enable one of the following permissions to view contacts on the **Contact search** and **Contact details** pages:

   1. **Contact search - View**: Allows a user to view all contacts 

   1. **View my contacts - View**: Allows agents to view contacts that they themselves had handled

1. **Restrict contact access** (Optional): Restrict a user's access to contacts on the **Contact search** and **Contact details** pages within their own hierarchy group or any hierarchy groups below them. For more information about this permissions, see [Manage who can search for contacts and access detailed information](contact-search.md#required-permissions-search-contacts).

1. **Transfer Contact**: Enables a user to transfer contacts on the **Analytics & Optimization** pages. The following image shows the **Contact Actions - Transfer Contact** permission.  
![\[The Contact details page, contact transferred successfully.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-transfer-permissions.png)

## How to transfer a task, email, or chat contact
<a name="howto-transfer-inprogress-contacts"></a>

1. Log in to Amazon Connect with a user account that has [permissions to access contact records](contact-search.md#required-permissions-search-contacts).

1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.

1. Search for an in-progress task or email contact to transfer:

   1. Select the **Contact status** filter and set it to **In progress**, as shown in the following image.   
![\[The Contact search page, task filter, contact status filter.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-transfer-filters.png)

   1. Set the **Channel** filter to **Tasks**, **Email**, or **Chat** to view only task, email, or chat contacts. 

   1. Choose the task, email, or chat contact to view its details.

1. On the **Contact details** page for the task, email, or chat contact, choose **Actions**, **Transfer**.  
![\[The Contact details page, contact transferred successfully.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-transfer-action.png)

1. Select an agent or queue from a list of your quick connects and choose **Transfer**.

1. When the contact is transferred successfully, the page automatically refreshes with the **Next contact** link to the contact created as a result of the transfer. The following image shows the location of the **Next contact** link.  
![\[The Contact details page, contact transferred successfully.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-transferred.png)

# Reschedule contacts from the Contact details page in Amazon Connect
<a name="reschedule-contacts-admin"></a>

On the **Contact details** page of an in-progress contact, you can reschedule a contact that was previously scheduled. This capability is currently supported only for task contacts.

To reschedule contacts programmatically, use the [UpdateContactSchedule](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateContactSchedule.html).

## Required permissions
<a name="reschedule-contacts-permissions"></a>

1. Enable one of the following permissions to view contacts on the **Contact search** and **Contact details** pages:

   1. **Contact search - View**: Allows a user to view all contacts 

   1. **View my contacts - View**: Allows agents to view contacts that they themselves had handled

1. **Restrict contact access** (Optional): Restrict a user's access to contacts on the **Contact search** and **Contact details** pages within their own hierarchy group or any hierarchy groups below them. For more information about this permissions, see [Manage who can search for contacts and access detailed information](contact-search.md#required-permissions-search-contacts).

1. **Reschedule contact**: Enables a user to reschedule contacts on the **Analytics & Optimization** pages. The following image shows the **Contact Actions - Reschedule contact** permission.  
![\[Security profiles permissions page, reschedule contact permission.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-reschedule-permissions.png)

## How to reschedule a contact
<a name="howto-reschedule-inprogress-contacts"></a>

1. Log in to Amazon Connect with a user account that has [permissions to access contact records](contact-search.md#required-permissions-search-contacts).

1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.

1. Search for an in-progress task contact to reschedule:

   1. Select the **Contact status** filter and change the selected value to **In progress**. 

   1. Select the **Time range** filter. Set the **Timestamp type** to **Scheduled** to view only scheduled contacts. Filter for the time range. The following image shows these filters.  
![\[The contact details page, filters for scheduled timestamp.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-choose.png)

1. Choose the scheduled contact to view its details. 

1. On the **Contact details** page of the task contact, choose **Actions**, **Reschedule**, as shown in the following image.  
![\[The contact details page, Reschedule option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-reschedule-action.png)

1. Select the time and range to reschedule the contact. The scheduled time must be within 6 days of when the task was initiated.

1. When the contact is rescheduled successfully, the page automatically refreshes with the new schedule time for the task.

# End contacts from the Contact details page in Amazon Connect
<a name="end-contacts-admin"></a>

On the **Contact details** page of an in-progress contact, you can end a contact. Ending a contact results in the contact being disconnected. If the contact was already connected to an agent, ending the contact starts After Contact Work (ACW) for the contact. 

To end contacts programmatically, use the [StopContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StopContact.html). 

## Important things to know
<a name="end-contacts-important"></a>
+ If you end a task contact after ACW is in progress, the contact is terminated. Voice and chat contacts that are in ACW state cannot be terminated by performing **End contact** action on the **Contact details** page.
+ You cannot end voice contacts when they are initiated using the following methods:
  + DISCONNECT
  + TRANSFER
  + QUEUE\$1TRANSFER
+ You can end chat and task contacts regardless of how they were initiated.

## Required permissions
<a name="end-contacts-permissions"></a>

1. Enable one of the following permissions to view contacts on the **Contact search** and **Contact details** pages:

   1. **Contact search - View**: Allows a user to view all contacts. 

   1. **View my contacts - View**: Allows agents to view contacts that they themselves had handled.

1. **Restrict contact access** (Optional): Restrict a user's access to contacts on the **Contact search** and **Contact details** pages within their own hierarchy group or any hierarchy groups below them. For more information about this permissions, see [Manage who can search for contacts and access detailed information](contact-search.md#required-permissions-search-contacts).

1. **End Contact**: Enables a user to end contacts on the **Analytics & Optimization** pages. The following image shows the **Contact Actions - End contact** permission.  
![\[The end contact permission.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-end-permissions.png)

## How to end an in-progress contact
<a name="howto-end-inprogress-contacts"></a>

1. Log in to Amazon Connect with a user account that has [permissions to access contact records](contact-search.md#required-permissions-search-contacts). 

1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.

1. Select the **Contact status** filter and change the selected value to **In progress**. 

1. Choose an in-progress contact to view its details.

1. On the **Contact details** page choose **Actions**, **End**.  
![\[The contact details page, the end option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-details-contact-end-action.png)

1. Confirm the action to end the contact by choosing **End**.

1. When the contact is ended successfully, the page automatically refreshes.