Amazon Connect

aid: amazon-connect
url: https://raw.githubusercontent.com/api-evangelist/amazon-connect/refs/heads/main/apis.yml
name: Amazon Connect
type: Index
image: https://kinlane-productions.s3.amazonaws.com/apis-json/apis-json-logo.jpg
specificationVersion: '0.19'
description: Amazon Connect is a cloud-based contact center service that makes it easy to set up and manage a customer contact
  center and provide reliable customer engagement at any scale, with omnichannel support for voice, chat, email, and task
  management. It includes AI-powered features for agent assistance, customer profiles, conversation analytics, and outbound
  campaign management.
created: '2024-01-15'
modified: '2026-05-19'
tags:
- AWS
- Chat
- Contact Center
- Customer Service
- Voice
- AI
- Omnichannel
apis:
- name: Amazon Connect Service API
  description: The Amazon Connect Service API provides programmatic access to manage contact center instances, users, routing
    profiles, contact flows, queues, hours of operation, security profiles, and real-time and historical metrics for customer
    engagement operations.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Service.html
  baseURL: https://connect.amazonaws.com
  tags:
  - Contact Center
  - AWS
  - Voice
  - Chat
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Service.html
  - type: OpenAPI
    url: openapi/amazon-connect-openapi.yml
  - type: OpenAPI
    url: https://api.apis.guru/v2/specs/amazonaws.com/connect/2017-08-08/openapi.yaml
  - type: JSONSchema
    url: json-schema/amazon-connect-instance-schema.json
  - type: JSONLD
    url: json-ld/amazon-connect-context.jsonld
  - type: Pricing
    url: https://aws.amazon.com/connect/pricing/
  - type: GettingStarted
    url: https://aws.amazon.com/connect/getting-started/
  - type: FAQ
    url: https://aws.amazon.com/connect/faqs/
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/
  - type: CLI
    url: https://docs.aws.amazon.com/cli/latest/reference/connect/
  - type: Security
    url: https://docs.aws.amazon.com/connect/latest/adminguide/security.html
  - type: JSONSchema
    url: json-schema/user-schema.json
  - type: JSONSchema
    url: json-schema/queue-schema.json
  - type: JSONSchema
    url: json-schema/contact-schema.json
  - type: JSONSchema
    url: json-schema/routing-profile-schema.json
  - type: JSONSchema
    url: json-schema/contact-flow-schema.json
  - type: JSONSchema
    url: json-schema/instance-schema.json
  - type: NaftikoCapability
    url: capabilities/amazon-connect-agent-statuses.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-authentication.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-contact-flows.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-contacts.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-hours-of-operations.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-instances.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-metrics.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-queues.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-routing-profiles.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-security-profiles.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-tags.yaml
  - type: NaftikoCapability
    url: capabilities/amazon-connect-users.yaml
- name: Amazon Connect Streams SDK
  description: Amazon Connect Streams is a browser-based integration API and JavaScript SDK that enables embedding and controlling
    the Amazon Connect Contact Control Panel (CCP) within your web application or CRM system.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://github.com/amazon-connect/amazon-connect-streams
  baseURL: https://github.com/amazon-connect/amazon-connect-streams
  tags:
  - SDK
  - JavaScript
  - Browser
  - Contact Center
  properties:
  - type: SDK
    url: https://github.com/amazon-connect/amazon-connect-streams
    title: JavaScript Streams SDK
  - type: SDK
    url: https://www.npmjs.com/package/amazon-connect-streams
    title: npm Package
  - type: CodeExamples
    url: https://github.com/amazon-connect/amazon-connect-snippets
    title: Code Snippets
  - type: CodeExamples
    url: https://github.com/amazon-connect/amazon-connect-chat-ui-examples
    title: Chat UI Examples
  - type: SDK
    url: https://github.com/amazon-connect/amazon-connect-chatjs
    title: JavaScript Chat SDK
  - type: SDK
    url: https://github.com/amazon-connect/amazon-connect-chat-ios
    title: iOS Chat SDK
  - type: SDK
    url: https://github.com/amazon-connect/amazon-connect-chat-android
    title: Android Chat SDK
  - type: SDK
    url: https://github.com/amazon-connect/AmazonConnectSDK
    title: Amazon Connect SDK
  - type: Tutorials
    url: https://github.com/amazon-connect/amazon-connect-workshops
    title: Amazon Connect Workshops
- name: Amazon AppIntegrations API
  description: The Amazon AppIntegrations service enables you to configure and reuse connections to external applications,
    powering third-party integrations in the Amazon Connect agent workspace.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_AppIntegrations_Service.html
  baseURL: https://app-integrations.amazonaws.com
  tags:
  - Integrations
  - AWS
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_AppIntegrations_Service.html
  - type: APIReference
    url: https://docs.aws.amazon.com/appintegrations/latest/APIReference/
- name: Amazon Connect Contact Lens API
  description: Amazon Connect Contact Lens enables you to analyze conversations between customers and agents using speech
    transcription, natural language processing, and intelligent search capabilities. It performs sentiment analysis, detects
    issues, and enables automatic categorization of contacts with both real-time and post-call analytics.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Contact_Lens.html
  baseURL: https://contact-lens.amazonaws.com
  tags:
  - Analytics
  - AI
  - Contact Center
  - NLP
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Contact_Lens.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Contact_Lens.html
- name: Amazon Connect Outbound Campaigns API
  description: With the outbound campaigns feature of Amazon Connect, you can create high-volume outbound campaigns for appointment
    reminders, telemarketing, subscription renewals, or debt collection.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns.html
  baseURL: https://connect-campaigns.amazonaws.com
  tags:
  - Outbound
  - Campaigns
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns.html
- name: Amazon Connect Outbound Campaigns V2 API
  description: The outbound campaigns V2 API provides an updated interface for creating high-volume outbound campaigns including
    multi-channel support and availability in all Amazon Connect regions.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns_V2.html
  baseURL: https://connect-campaigns.amazonaws.com
  tags:
  - Outbound
  - Campaigns
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns_V2.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Outbound_Campaigns_V2.html
- name: Amazon Connect Cases API
  description: With Amazon Connect Cases, agents can track and manage customer issues that require multiple interactions,
    follow-up tasks, and teams in your contact center. A case represents a customer issue including the steps and interactions
    taken to resolve it.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Cases.html
  baseURL: https://cases.amazonaws.com
  tags:
  - Cases
  - Case Management
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Cases.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Cases.html
- name: Amazon Connect Participant Service API
  description: The Amazon Connect Participant Service enables managing chat participants including agents, customers, and
    managers. Use it to send messages and events, manage connection state, share attachments, and retrieve chat transcripts
    within a chat contact.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Participant_Service.html
  baseURL: https://participant.connect.amazonaws.com
  tags:
  - Chat
  - Participants
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Participant_Service.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Participant_Service.html
- name: Amazon Connect Customer Profiles API
  description: Amazon Connect Customer Profiles provides a unified customer profile for your contact center with pre-built
    connectors powered by AppFlow that make it easy to combine customer information from third-party applications such as
    Salesforce (CRM), ServiceNow (ITSM), and ERP systems with contact history from Amazon Connect.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Customer_Profiles.html
  baseURL: https://profile.profile.amazonaws.com
  tags:
  - Customer Profiles
  - CRM
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Customer_Profiles.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Connect_Customer_Profiles.html
- name: Amazon Q Connect API
  description: Amazon Q in Connect is a generative AI customer service assistant built on Amazon Bedrock. It provides real-time
    recommendations to help contact center agents resolve customer issues quickly and accurately by detecting customer intent
    and providing immediate generative responses, suggested actions, and links to relevant documents.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Q_Connect.html
  baseURL: https://wisdom.amazonaws.com
  tags:
  - AI
  - Generative AI
  - Agent Assist
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Q_Connect.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Q_Connect.html
- name: Amazon Voice ID API
  description: Amazon Connect Voice ID provides real-time caller authentication and fraud risk detection to make voice interactions
    in contact centers more secure and efficient. Note - Voice ID end of support is scheduled for May 20, 2026.
  image: https://a0.awsstatic.com/libra-css/images/logos/aws_logo_smile_1200x630.png
  humanURL: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Voice_ID.html
  baseURL: https://voiceid.amazonaws.com
  tags:
  - Voice
  - Authentication
  - Fraud Detection
  - Contact Center
  properties:
  - type: Documentation
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Voice_ID.html
  - type: APIReference
    url: https://docs.aws.amazon.com/connect/latest/APIReference/API_Operations_Amazon_Voice_ID.html
common:
- type: Portal
  url: https://aws.amazon.com/
- type: DeveloperPortal
  url: https://aws.amazon.com/connect/
- type: Documentation
  url: https://docs.aws.amazon.com/connect/latest/adminguide/
- type: TermsOfService
  url: https://aws.amazon.com/service-terms/
- type: PrivacyPolicy
  url: https://aws.amazon.com/privacy/
- type: Support
  url: https://aws.amazon.com/support/
- type: Blog
  url: https://aws.amazon.com/blogs/contact-center/
- type: GitHubOrganization
  url: https://github.com/aws
- type: GitHubOrganization
  url: https://github.com/amazon-connect
- type: Console
  url: https://console.aws.amazon.com/connect/
- type: SignUp
  url: https://portal.aws.amazon.com/billing/signup
- type: Login
  url: https://signin.aws.amazon.com/
- type: StatusPage
  url: https://health.aws.amazon.com/health/status
- type: KnowledgeCenter
  url: https://repost.aws/knowledge-center
- type: YouTube
  url: https://www.youtube.com/user/AmazonWebServices
- type: StackOverflow
  url: https://stackoverflow.com/questions/tagged/amazon-connect
- type: Contact
  url: https://aws.amazon.com/contact-us/
- type: Security
  url: https://aws.amazon.com/security/
- type: Compliance
  url: https://aws.amazon.com/compliance/
- type: Pricing
  url: https://aws.amazon.com/connect/pricing/
- type: Features
  data:
  - name: Omnichannel Routing
    description: Unified routing across voice, chat, email, and tasks through a single platform with skills-based routing
      and priority queuing.
  - name: AI-Powered Agent Assist
    description: Amazon Q in Connect provides real-time AI-generated recommendations and answers to help agents resolve customer
      issues faster.
  - name: Contact Flows
    description: Drag-and-drop contact flow designer for building IVR, chatbot, and agent guidance workflows without extensive
      coding.
  - name: Conversational Analytics
    description: Contact Lens provides speech transcription, sentiment analysis, and NLP-powered insights across all customer
      interactions.
  - name: Customer Profiles
    description: Unified customer profile combining CRM, ITSM, ERP, and contact history data for context-aware agent interactions.
  - name: Outbound Campaigns
    description: High-volume multi-channel outbound campaigns with predictive dialer, answering machine detection, and multiple
      dialing modes.
  - name: Cases Management
    description: Structured case tracking for customer issues requiring multiple interactions, follow-up tasks, and cross-team
      coordination.
  - name: Voice and Video Calling
    description: In-app, web, and video calling with screen share capabilities using 16kHz high-quality audio with packet
      loss resistance.
  - name: Chat and Messaging
    description: Real-time and asynchronous messaging including SMS, WhatsApp Business, and Apple Messages for Business integration.
  - name: Real-Time and Historical Metrics
    description: Comprehensive dashboards and reporting for contact center performance optimization and workforce planning.
- type: UseCases
  data:
  - name: Customer Support Contact Center
    description: Deploy an omnichannel contact center handling voice, chat, email, and messaging with intelligent routing
      to the right agents.
  - name: AI-Powered Self-Service
    description: Build conversational AI flows that handle common customer requests in 30+ languages without agent involvement.
  - name: Agent Productivity Improvement
    description: Reduce average handle time with real-time AI guidance, unified agent workspace, and automated post-contact
      work.
  - name: Outbound Customer Engagement
    description: Run appointment reminders, subscription renewals, payment notifications, and telemarketing campaigns at scale.
  - name: Fraud Prevention
    description: Use Voice ID for real-time caller authentication and fraud risk detection in voice contact center interactions.
  - name: Compliance and Quality Monitoring
    description: Analyze 100% of customer interactions with Contact Lens for regulatory compliance and quality assurance.
- type: SpectralRules
  url: rules/amazon-connect-spectral-rules.yml
- type: Vocabulary
  url: vocabulary/amazon-connect-vocabulary.yaml
- type: Integrations
  data:
  - name: Salesforce CRM
    description: Pre-built AppFlow connector to sync Salesforce customer data into Amazon Connect Customer Profiles.
  - name: ServiceNow
    description: ITSM integration via AppFlow to bring ServiceNow customer and case data into the Amazon Connect agent workspace.
  - name: AWS Lambda
    description: Native integration with AWS Lambda for custom automation within contact flows and agent events.
  - name: Amazon Lex
    description: Built-in integration with Amazon Lex for building conversational AI bots for voice and chat self-service.
  - name: Amazon Bedrock
    description: Foundation for Amazon Q in Connect generative AI features, providing real-time agent recommendations and
      answers.
  - name: Amazon S3
    description: Storage integration for call recordings, contact transcripts, exported reports, and Contact Lens output data.
  - name: Amazon Kinesis
    description: Real-time streaming of contact trace records (CTRs) and agent events to data lakes and analytics pipelines.
  - name: WhatsApp Business
    description: Native channel integration to handle customer messaging through WhatsApp Business within the Amazon Connect
      platform.
- type: Integrations
  url: https://aws.amazon.com/marketplace
maintainer:
  name: Kin Lane
  email: [email protected]
integrations:
- name: Sign in
- name: Agent Mode
- name: Why AWS Marketplace?
- name: Get started in AWS Marketplace
- name: Industry
- name: Resources
- name: Become a Channel Partner
- name: Sell in AWS Marketplace
- name: Manage Your Account