Amazon Connect

Amazon Connect — Comprehensive Skill Reference

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

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 policies + managed policies, per-feature KMS/CMK, data protection & retention, TBAC + tagging limits, auth profiles (IP/session), logging & monitoring, resilience, confused-deputy, compliance, best practices
• core/global-resiliency.md — Multi-region, traffic distribution
• core/network-requirements.md — CCP network setup, firewall, ports, VDI, Direct Connect
• core/routing-and-queues.md — Queue types, routing profiles, priority/delay, quick connects, transfers
• core/user-management.md — Security profiles, hierarchy groups, bulk ops, agent status
• core/identity-management.md — SAML 2.0, AD, Connect-managed, approved origins/CORS
• core/customer-authentication.md — Customer auth (Cognito/JWT), communications widget auth
• core/service-linked-roles.md — All 5 Connect SLRs (core, campaigns, profile, sync, app-integrations), KMS edge cases
• core/iam-permissions-reference.md — Per-console-page IAM permissions (companion services: ds/s3/kms/kinesis/ses/chime/cognito/profile/wisdom/voiceid/…)
• core/regions-and-feature-availability.md — Region availability, feature-by-region matrix, endpoints
• core/language-support-matrix.md — Languages supported per feature (TTS, ASR, Contact Lens, UI)
• core/accessibility-and-browser-support.md — Accessibility (ACR/screen readers), browser support, policy breakage fixes
• core/how-contacts-are-counted.md — Concurrency quota counting rules
• core/quotas-planning.md — Launch sizing, alarms, emergency operations

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
• flows/proficiency-routing.md — Proficiency-based routing, step waterfall, preferred agent, Lambda JSON
• flows/default-flows.md — All 9 default flows with blocks, triggers, channel support
• flows/sample-flows.md — All 13 sample flows with step-by-step structure
• flows/flow-designer.md — Mini-map, custom block names, undo/redo, notes, copy/paste, archive/delete/restore, version control
• flows/flow-best-practices.md — Flow best practices, flow logs (CloudWatch), contact initiation methods (13 types)
• flows/flow-logging.md — CloudWatch Logs setup, log format, troubleshooting
• flows/encryption.md — Sensitive input encryption, key management, PCI compliance
• flows/prompts.md — Prompts: create/upload, TTS (Polly), Set voice block, dynamic prompts, S3 playback
• flows/ssml.md — Supported SSML tags for TTS + strict-use rule (use only listed tags, never assume)
• flows/queued-callback.md — Queued callback setup: flow build, Transfer to callback queue options, routing, queue limits, chat/task/email

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
• channels/in-app-web-and-video-calling-capabilities.md — Widget vs native integration overview
• channels/webrtc-chime-sdk-implementation.md — Chime SDK client patterns, DTMF, multi-user

AI & Automation

• ai/connect-ai-agents.md — Agent types, agentic self-service, MCP/Return-to-Control/Constant tools, message parsing, security profiles, Connect assistant block, sessions, locale, flow association
• ai/ai-prompts.md — AI prompt types, MESSAGES/TEXT_COMPLETIONS YAML, variables, prompt caching, per-region models, CLI
• ai/ai-guardrails.md — Guardrail policies (content filters, denied topics, contextual grounding, word/PII filters), thresholds, full PII entity list, CLI
• 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
• ai/prompt-engineering.md — AI agent prompt best practices, troubleshooting, monitoring
• ai/chat-message-streaming.md — AI-powered chat message streaming, MESSAGE_STREAMING attribute, progressive responses
• ai/bedrock-model-selection-cross-region-inference.md — Model selection + cross-region inference mapping

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/contact-dispositions.md — Disposition tracking recommendations (outbound)
• analytics/evaluations.md — Eval forms, automated/gen-AI evaluations, calibration, coaching
• analytics/screen-recording.md — Agent screen recording: client app, enablement, specs, playback, EventBridge, permissions
• analytics/monitoring.md — Live monitor/barge (3-party vs enhanced), recorded playback, CloudWatch, CloudTrail
• analytics/contact-search.md — Search, in-progress management (transfer/reschedule/end)

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 segment streams to Kinesis Data Streams: enable via AssociateInstanceStorageConfig, Utterance partial transcripts, voice/chat data models
• 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/app-loading-model.md — Per-contact vs cross-contact iframe lifecycle
• agent-experience/embedding-security-and-csp.md — CSP frame-ancestors, approved origins
• agent-experience/permissions-and-appconfig.md — Permissions debugging runbook
• agent-experience/testing-local-and-deployed.md — Local + deployed testing checklist
• agent-experience/streams-vs-3p-apps.md — StreamsJS vs Agent Workspace SDK
• agent-experience/appmanager-lifecycle.md — AppManager lifecycle/visibility patterns
• 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

Voicemail (Voicemail Express V3 — out-of-the-box add-on)

• voicemail/overview.md — VMX3 architecture, end-to-end flow, works by default for all agents/queues
• voicemail/deployment.md — Prerequisites, CloudFormation install, GovCloud, upgrade, uninstall
• voicemail/delivery-modes.md — Task, Guided Task, and SES email delivery modes
• voicemail/advanced-options.md — Self-service, in-queue voicemail, longer messages, customer-managed KMS
• voicemail/code-pipeline.md — Lambda processing pipeline and data flow
• voicemail/troubleshooting.md — Common issues, media-player fix, changelog

Admin

• admin/workspace-admin.md — Admin workspace themes, home dashboard, notifications

Testing

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

API Reference

• api/overview.md — Architecture, best practices, common errors
• api/connect-customer-developer-guide.md — Guide intro, how to use this repo
• api/connect-customer-api-best-practices.md — Throttling/2 TPS, errors, quotas, eventual consistency
• api/attachments.md — Attachments narrative (Participant vs Attached Files)
• api/putdialrequestbatch-best-practices.md — Outbound dial batching best practices
• api/throttling-quotas.md — Admin Guide throttling quota tables (by service)
• 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)
• doc-history.md — Document history mapping (AWS PDF doc history pointers)

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
• "How do I customize an AI prompt / which models or YAML format?" → Read ai/ai-prompts.md
• "How do I configure AI guardrails (content filters, PII, denied topics)?" → Read ai/ai-guardrails.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
• "How do I route contacts based on agent skills/language?" → Read flows/proficiency-routing.md
• "How do I set up SAML SSO for Connect?" → Read core/identity-management.md
• "What are the best practices for AI agent prompts?" → Read ai/prompt-engineering.md
• "How do I encrypt credit card input in a flow?" → Read flows/encryption.md
• "How do I add voicemail to Amazon Connect?" → Read voicemail/overview.md (Voicemail Express V3 — out-of-the-box add-on)
• "How do I create a prompt / add text-to-speech / play audio from S3?" → Read flows/prompts.md
• "Write/generate a TTS prompt with SSML" or "which SSML tags does Connect support?" → Read flows/ssml.md first, then use only the tags listed there
• "How do I set up a queued callback / offer a callback in queue?" → Read flows/queued-callback.md

Guidelines

• All code examples must use AWS SDK v3 for JavaScript/TypeScript — never Java, Python, Go, or .NET
• When generating any text-to-speech / prompt message with SSML, FIRST read flows/ssml.md and use ONLY the SSML tags listed there. Never assume a tag is supported — Connect supports a specific subset and silently ignores the rest.
• 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 — read only the files relevant to the question, not the whole skill 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.