Use contact segment attributes
For scenarios where information for a contact varies between transfers or conferences, such as business unit names that may change as a contact moves between departments, you need to use contact segment attributes.
Contact segment attributes keep the values that remain specific to individual contact segments. (For a discussion about the difference between contact attributes and contact segment attributes, see Contacts, contact chains, and contact attributes.)
To implement contact segment attributes, you first create predefined attributes, and then use the Set contact attributes block to attach them to the contact as contact segment attributes. There are two ways you can do this:
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Use the Amazon Connect admin website, as described in this topic.
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Use the CreatePredefinedAttribute to create the predefined attributes programmatically, and use the UpdateContact API to attach a predefined attribute as a contact segment attribute.
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Step 1: Create a predefined attribute
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Log in to the Amazon Connect admin website at https://
instance name.my.connect.aws/. Use an Admin account, or an account assigned to a security profile that has Routing - Predefined attributes - Create permission. -
In Amazon Connect, on the left navigation menu, choose Routing, Predefined attributes.
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On the Attribute management page, choose Add attribute, as shown in the following image.
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On the Add predefined attributes page, add the name in the Predefined attribute box and the value in the Value box. The following example image shows a predefined attribute named test, and three values: Sales, Marketing, and Accounts.
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Choose Add value to add more values to the predefined attribute.
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To use this attribute and its values to filter contact search results, select Use as Contact search filter.
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To enforce value validations when attaching the attribute and value to a contact segment, select Enforce valid values.
Step 2: Attach a predefined attribute to the contact segment
The following image shows the properties panel of the Set contact attributes block.
When Namespace = Segment attributes, the Key dropdown menu lists the predefined attributes.
Under the Set manually option, you can set a Value based on established values for the selected predefined attribute.
For information about filtering contacts by contact segment attributes, see Search by custom contact attributes or contact segment attributes.
