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Update the task template on an in-progress contact in Connect Customer - Amazon Connect Customer
Required permissionsHow to update template on a task contact

Update the task template on an in-progress contact in Connect Customer

On the Contact details page of an in-progress task contact that is not assigned to an agent, you can update the task template associated with the contact. This is useful when a task was created without a template, or when the task needs a different template to represent updated task data.

To update the task template programmatically, use the UpdateContactTaskTemplate operation.

Required permissions

  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

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

  2. 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 permission, see Manage who can search for contacts and access detailed information.

  3. Update task template on contact: Enables a user to update the task template on contacts from the Contact details page. The following image shows the Contact Actions - Update task template on contact permission.

    The security profile permissions page, the Contact Actions section with Update task template on contact permission.

How to update template on a task contact

  1. Log in to Connect Customer with a user account that has permissions to access contact records.

  2. In Connect Customer choose Analytics and optimization, Contact search.

  3. Search for an in-progress task contact to update the template:

    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.

    2. Set the Channel filter to Tasks to view only task contacts.

    3. Choose the task contact to view its details.

  4. On the Contact details page for the task contact, choose Actions, Update Template.

    The Contact details page, the Actions menu with Update Template option.

  5. When the task template updates successfully, the page automatically refreshes to display the current task template in use.