amazon-connect

Amazon Connect — Comprehensive Skill Reference

Amazon Connect (now "Amazon Connect Customer") is an omnichannel cloud contact center with 9 sub-services:

Service	What It Does
Connect Service	Core contact center — flows, routing, queues, users, metrics, instances
Contact Lens	Conversational analytics — sentiment, transcription, categories, redaction
Customer Profiles	Unified customer data — identity resolution, integrations, segments
Cases	Case management — domains, templates, layouts, rules
Q Connect	AI-powered agent assist — knowledge bases, AI agents, prompts, guardrails
Participant Service	Chat/messaging participant management — messages, events, transcripts
Outbound Campaigns	High-volume outbound — predictive dialer, ML answering machine detection
App Integrations	Third-party data/event integrations
Connect AI Agents	Agentic self-service + agent-assist — MCP tools, multi-step reasoning

SDK

All code examples and patterns use AWS SDK v3 for JavaScript/TypeScript only:

• @aws-sdk/client-connect
• @aws-sdk/client-connect-contact-lens
• @aws-sdk/client-customer-profiles
• @aws-sdk/client-connectcases
• @aws-sdk/client-qconnect
• @aws-sdk/client-connectcampaigns / @aws-sdk/client-connectcampaignsv2
• @aws-sdk/client-connectparticipant

Reference File Index

Core Infrastructure

• core/instances.md — Instance management, attributes, storage configs
• core/telephony.md — Phone numbers (DID/toll-free, 110+ countries)
• core/security.md — IAM, encryption, compliance, auth profiles
• core/global-resiliency.md — Multi-region, traffic distribution
• core/network-requirements.md — CCP network setup, firewall, ports

Contact Flows

• flows/overview.md — Flow designer, types, modules, prompts
• flows/blocks.md — All 53 flow blocks reference
• flows/flow-language.md — Programmatic JSON (56 action types)
• flows/lambda-integration.md — Lambda event/response, timeouts
• flows/contact-attributes.md — All attribute types
• flows/media-streaming.md — Kinesis Video Streams
• flows/nova-sonic.md — Nova Sonic Speech-to-Speech

Channels

• channels/voice.md — Softphone, recording, audio enhancement
• channels/chat-sms.md — Chat widget, SMS, WhatsApp, persistent chat
• channels/email.md — SES integration, threading, templates
• channels/tasks.md — Task management, templates, automation
• channels/web-video.md — WebRTC, in-app calling, video

AI & Automation

• ai/connect-ai-agents.md — Agentic self-service, agent-assist, prompts, guardrails, MCP tools
• ai/q-connect.md — Amazon Q Connect, knowledge bases, assistants
• ai/lex-bots.md — Lex integration, conversational IVR
• ai/outbound-campaigns.md — Predictive dialer, campaigns v1+v2
• ai/generative-ai.md — Post-contact summaries, gen-AI evaluations

Analytics & Metrics

• analytics/contact-lens.md — Sentiment, transcription, categories
• analytics/real-time-metrics.md — RT metric definitions
• analytics/historical-metrics.md — 80+ historical metrics
• analytics/dashboards-reports.md — Dashboards, custom metrics
• analytics/data-lake.md — Athena/QuickSight, zero-ETL
• analytics/contact-records.md — CTR data model, contact states
• analytics/evaluations.md — Eval forms, screen recording, coaching
• analytics/monitoring.md — CloudWatch (25 metrics), CloudTrail
• analytics/contact-search.md — Search, in-progress management

Data Streaming

• streaming/data-streaming.md — Kinesis setup, KMS encryption
• streaming/agent-event-streams.md — Agent events data model
• streaming/contact-lens-streams.md — Real-time CL via Kinesis
• streaming/eventbridge-events.md — Contact events (11 types)

Agent Experience

• agent-experience/workspace.md — Workspace architecture
• agent-experience/step-by-step-guides.md — No-code UI builder
• agent-experience/ccp.md — Contact Control Panel usage
• agent-experience/wfm.md — Forecasting, scheduling, adherence
• agent-experience/developer-guide.md — 3P apps/services, SDK (10 clients, 117 methods)
• agent-experience/troubleshooting.md — CCP issues, diagnostics

Data Services

• data/customer-profiles.md — Identity resolution, integrations
• data/cases.md — Domains, templates, layouts, rules
• data/data-tables.md — Data tables in flows

Testing

• testing/simulation.md — Visual test designer, flow simulation

API Reference

• api/overview.md — Architecture, best practices, common errors
• api/connect-service-api.md — 200+ actions, 530 data types
• api/contact-lens-api.md — 2 actions, 8 data types
• api/customer-profiles-api.md — 80+ actions, 130+ data types
• api/cases-api.md — 30+ actions, 80+ data types
• api/q-connect-api.md — 70+ actions, 200+ data types
• api/participant-api.md — 11 actions, 17 data types
• api/campaigns-api.md — V1+V2, 85 data types
• api/app-integrations-api.md — 23 actions, 20 data types
• api/rules-language.md — Rules Function Language DSL
• api/testing-language.md — Testing Language DSL
• api/sdk-patterns.md — JS SDK v3 patterns

Release Notes

• recent-changes.md — Latest features (2026)

Examples

• "How do I invoke a Lambda function from a contact flow?" → Read flows/lambda-integration.md
• "What real-time metrics can I track?" → Read analytics/real-time-metrics.md
• "How do I set up agentic self-service with MCP tools?" → Read ai/connect-ai-agents.md
• "Show me how to use GetMetricDataV2 with the JS SDK" → Read api/sdk-patterns.md
• "What EventBridge events does Connect emit?" → Read streaming/eventbridge-events.md
• "How do I build a 3P app for the agent workspace?" → Read agent-experience/developer-guide.md

Guidelines

• All code examples must use AWS SDK v3 for JavaScript/TypeScript — never Java, Python, Go, or .NET
• Voice ID is excluded (EOL May 2026) — do not reference it
• When answering, read the relevant sub-file first rather than guessing from the routing index
• If a feature seems unfamiliar or recent, check the Living Documentation changelog URLs below
• Reference files are loaded on-demand — not all 59 files at once

Living Documentation

When information in this skill seems outdated, a feature is unfamiliar, or the user asks about something recent, check these canonical doc history pages:

• Admin Guide changelog: https://docs.aws.amazon.com/connect/latest/adminguide/doc-history.html
• Agent Workspace Dev Guide changelog: https://docs.aws.amazon.com/agentworkspace/latest/devguide/doc-history.html

After finding new information, update the relevant skill reference file so future queries don't need to re-fetch.