### Amazon Connect Domain Allowlist Format Examples

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/enable-sr

Examples demonstrating the correct and incorrect formats for specifying Amazon Connect domains in the allowlist. Adherence to these guidelines is crucial for successful installation, including character sets, protocol exclusion, and length limitations.

```Text
Correct Examples:
- domain1.my.connect.aws,domain2.my.connect.aws
- ddomain-1.my.connect.aws, 1-domain.my.connect.aws
- domain-12.my.connect.aws

Incorrect Examples:
- _123domain.foo
- domain:2.foo
- *domain.my.connect.aws
- https://domain1.my.connect.aws
- *.my.connect.aws
```

--------------------------------

### Amazon Connect Global Resiliency Setup and Management

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Details on setting up and managing Amazon Connect Global Resiliency, including requirements, getting started with replica instance creation, traffic distribution groups, phone number management, and agent experience setup.

```APIDOC
Global Resiliency requirements
Create a replica of your existing Amazon Connect instance
Create traffic distribution groups
Claim phone numbers to traffic distribution groups
Assign claimed phone numbers to traffic distribution groups
Update telephony traffic distribution across AWS Regions
Integrate your IdP with an Amazon Connect Global Resiliency SAML sign in endpoint
Associate agents to instances across multiple AWS Regions
Update agent distribution across Regions
Set up Agent Workspace
Tips for avoiding issues when shifting agents across Regions
Manage traffic distribution groups
List traffic distribution groups
Delete traffic distribution groups
Manage phone numbers across Regions
Claim phone numbers to instances across multiple AWS Regions
Move a claimed phone number to multiple instances across AWS Regions
Release numbers from traffic distribution groups
Manage chat across Regions
```

--------------------------------

### Amazon Connect External Voice Transfer Setup

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Guides on setting up external voice transfer to on-premise systems, including connector creation, system configuration, flow block setup, usage implications, global resiliency integration, and deletion of connectors.

```APIDOC
Create external voice transfer connectors
Configure your external voice system
Configure a transfer flow block
Usage implication of voice transfer configurations
Set up Amazon Connect Global Resiliency for external voice transfer
Delete an external voice transfer connector
```

--------------------------------

### Set up and Manage Tasks in Amazon Connect

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

This guide details the setup and management of tasks within Amazon Connect, including task templates, permissions, application integrations (Salesforce, Zendesk), monitoring, and disconnecting third-party connections.

```APIDOC
Set up Tasks:
  - Task channel overview
  - Pause and resume tasks
  - Create task templates
  - Assign permissions for templates
  - Block agents from creating tasks
  - Set up applications for task creation:
    - Salesforce integration via Amazon AppFlow
    - Zendesk integration via Amazon EventBridge
  - Monitor task creation
  - Disconnect third-party connection
  - Create rules for third-party integrations
```

--------------------------------

### Amazon Connect Agent Screen Recording Setup and Review

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

This section details the setup, configuration, and review process for agent screen recordings in Amazon Connect. It covers enabling screen recording, downloading log files, assigning permissions, and FAQs related to the feature.

```APIDOC
Amazon Connect Client Application:
  - Information about the client application required for screen recording.

Enable screen recording:
  - Steps to activate and configure screen recording for agents.

Download log files for the screen recording app:
  - Instructions on retrieving log files for troubleshooting the screen recording application.

Assign permissions:
  - Details on granting permissions for accessing and managing screen recordings.

Review agent screen recordings:
  - How to view and analyze recorded agent screens.

FAQ for screen recording capabilities:
  - Frequently asked questions and their answers regarding screen recording functionality.
```

--------------------------------

### Amazon Connect Channel Setup and Testing

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Guidance on setting up and testing various communication channels within Amazon Connect, including voice, chat, and task experiences. This ensures a seamless customer interaction across different contact methods.

```APIDOC
Test Voice, Chat, and Task Experiences:
  Validate the functionality of voice, chat, and task workflows.

Set Up Channels:
  Configure the available communication channels for your contact center.
```

--------------------------------

### List Amazon Connect Contact Flows and Step-by-Step Guides

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-q-with-guides

Use this AWS CLI command to list all contact flows and step-by-step guides within a specified Amazon Connect instance. It requires the "instanceId" as a parameter. The output provides the "flowARN" for each flow, which is crucial for associating a step-by-step guide with knowledge base content.

```bash
aws connect list-contact-flows \
--instance-id instanceId
```

--------------------------------

### Amazon Connect Contact Transfer Setup

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

This section covers the configuration of various contact transfer methods within Amazon Connect, including quick connects, agent-to-agent transfers, and managing contacts in queues.

```APIDOC
Set up contact transfers: General overview of transfer configurations.
Create quick connects: Guides on creating quick connect resources for faster transfers.
Delete quick connects: Instructions for removing quick connect resources.
How quick connects work: Explains the functionality and benefits of quick connects.
Set up agent-to-agent transfers: Details the process for enabling transfers between agents.
Resume a flow after transfer: Describes how a flow can be resumed after a contact transfer.
Manage contacts in a queue: Covers strategies for managing contacts waiting in queues during transfers.
Transfer contacts to agent queue: Specific instructions for transferring contacts to an agent queue.
```

--------------------------------

### Example Redirect URI with Authorization Code

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-customer-profiles-shopify

After successful app installation and authorization, Shopify redirects to the specified URI, appending an authorization code and other parameters as query strings. This authorization code is crucial for obtaining a permanent access token.

```APIDOC
https://example.org/some/redirect/uri?code={authorization_code}&hmac=da9d83c171400a41f8db91a950508985&host={base64_encoded_hostname}&timestamp=1409617544&state={nonce}&shop={shop_origin}&host={host}
```

--------------------------------

### Programmatic Installation of Amazon Connect Client Service with Domain Allowlist

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/enable-sr

This command demonstrates how to programmatically install the Amazon Connect Client Service using `msiexec`. It includes the `ALLOWED_CONNECT_DOMAINS` parameter to specify a comma-separated list of Amazon Connect instance domains that are allowed for screen recordings, facilitating automated deployment.

```Shell
msiexec /i Amazon.Connect.Client.Service.Setup.msi ALLOWED_CONNECT_DOMAINS="connect-dev-instance.my.connect.aws,connect-prod-instance.my.connect.aws"
```

--------------------------------

### Get Amazon Connect Instance IDs

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-q-with-guides

This AWS CLI command lists all Amazon Connect instances associated with your account. It helps in identifying the "instanceId" of the specific Amazon Connect instance you wish to work with, particularly for listing contact flows and step-by-step guides.

```bash
aws connect list-instances
```

--------------------------------

### Configure Amazon Connect Chat for Interactive Guides

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/step-by-step-guides-chat

This snippet shows how to update the `supportedMessagingContentTypes` array in the `amazon_connect` configuration. By adding `application/vnd.amazonaws.connect.message.interactive` and `application/vnd.amazonaws.connect.message.interactive.response`, it enables the chat widget to display and process interactive messages, which are essential for step-by-step guides.

```javascript
amazon_connect('supportedMessagingContentTypes', ['text/plain', 'application/vnd.amazonaws.connect.message.interactive', 'application/vnd.amazonaws.connect.message.interactive.response']);
```

--------------------------------

### Amazon Connect Agent Setup and Configuration

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

This section focuses on setting up and configuring agents in Amazon Connect. It includes managing agent hierarchies, custom statuses, general settings, predefined attributes for routing, assigning proficiencies, and enabling features like auto-accept and persistent connections.

```APIDOC
Set up agents
Set up agent hierarchies
Add custom agent statuses
Configure agent settings
Create predefined attributes for routing contacts to agents
Assign proficiencies to agents
Enable auto-accept call
Enable persistent connection
Set up agents to assign tasks to themselves
```

--------------------------------

### Detail View Input Configuration Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/view-resources-managed-view

An example JSON configuration for the Detail view, demonstrating the use of AttributeBar, Back button, Heading, Description, Sections, and Actions components.

```JSON
{
  "AttributeBar": [
    {"Label": "Example", "Value": "Attribute"},
    { "Label": "Example 2", "Value": "Attribute 3", "LinkType": "case", "ResourceId": "123456", "Copyable": true }
  ],
  "Back": {
    "Label": "Back"
  },
  "Heading": "Hello world",
  "Description": "This view is showing off the wonders of a detail page",
  "Sections": [{
    "TemplateString": "This is an intro paragraph"
  }, "abc"],
  "Actions": ["Do thing!", "Update thing 2!"]
}
```

--------------------------------

### Example Shopify Field Mapping Configuration

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/mapping-shopify-objects

An example demonstrating how to configure a source-to-target field mapping for a Shopify customer ID within a data integration setup.

```JSON
"shopifyCustomerId": {
    "Source": "_source.detail.event.detail.payload.id",
    "Target": "_profile.Attributes.ShopifyCustomerId"
}
```

--------------------------------

### Allow Actions for Amazon AppIntegrations with Specific Names

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/security_iam_resource-level-policy-examples

This policy allows various 'app-integrations' actions, including listing, creating, getting, updating, and deleting event integrations, specifically for resources whose names start with 'MyNamePrefix-'.

```JSON
{
    "Version": "2012-10-17",
    "Statement": [
        {
            "Sid": "AllowAllAppIntegrationsActions",
            "Effect": "Allow",
            "Action": [
                "app-integrations:ListEventIntegrations",
                "app-integrations:CreateEventIntegration",
                "app-integrations:GetEventIntegration",
                "app-integrations:UpdateEventIntegration",
                "app-integartions:DeleteEventIntegration"
            ],
"Resource":"arn:aws:appintegrations:*:*:event-integration/MyNamePrefix-*"
	}
    ]
}
```

--------------------------------

### Example AI Prompt for Query Construction using MESSAGES Format

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/create-ai-prompts

An example YAML AI prompt for Amazon Q in Connect that instructs the intelligent assistant to construct appropriate search queries based on a customer conversation transcript. This prompt uses the `MESSAGES` format and demonstrates how to define system instructions and user content.

```YAML
system: You are an intelligent assistant that assists with query construction.
messages:
- role: user
  content: |
     Here is a conversation between a customer support agent and a customer

     <conversation>
     {{$.transcript}}
     </conversation>

     Please read through the full conversation carefully and use it to formulate a query to find a
     relevant article from the company's knowledge base to help solve the customer's issue. Think
     carefully about the key details and specifics of the customer's problem. In <query> tags,
     write out the search query you would use to try to find the most relevant article, making sure
     to include important keywords and details from the conversation. The more relevant and specific
     the search query is to the customer's actual issue, the better.

     Use the following output format

     <query>search query</query>

     and don't output anything else.
```

--------------------------------

### Detail View Output Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/view-resources-managed-view

An example JSON output when an action is selected within the Detail view, showing the action name.

```JSON
{
    "Action": "ActionSelected",
    "ViewResultData": {
        "actionName": "Action 2"
    }
}
```

--------------------------------

### Example: Add Phone Number Quick Connect to a Queue

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/quick-connects

A practical example demonstrating how to add a previously created phone number quick connect to a queue, making it available to agents working that queue in their CCP.

```Amazon Connect Console Steps
1. Go to **Routing**, **Queues**, and choose the queue you want to edit.
2. On the **Edit queue** page, in **Outbound caller ID number**, choose a number claimed for your contact center. This is required to make outbound calls.
3. At the bottom of the page, in the **Quick connect** box, search for the quick connect you created, for example, **John Doe's cell phone**.
4. Select the quick connect.
5. Choose **Save**.
```

--------------------------------

### Amazon Connect Quick Response Management

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Comprehensive guide to creating, managing, and using quick responses in Amazon Connect for chat and email interactions. Includes permissions, personalization, and import/export functionalities.

```APIDOC
Create quick responses:
  - Instructions for creating quick responses to streamline agent interactions.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/create-quick-responses.html

Assign security profile permissions:
  - Details on assigning permissions for quick responses via security profiles.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/quick-response-permissions.html

Set up an Amazon Q in Connect knowledge base:
  - Guidance on integrating a knowledge base with Amazon Q for quick responses.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/setup-knowledgebase.html

Add quick responses for use with chat and email contacts:
  - How to make quick responses available for chat and email channels.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/quick-responses.html

Add attributes for personalizing quick responses:
  - Steps to add attributes for personalizing the content of quick responses.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/add-attributes.html

Edit quick responses:
  - Instructions for modifying existing quick responses.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/edit-quick-responses.html

Delete quick responses in Amazon Connect:
  - How to remove quick responses from the system.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/delete-qr.html

Import quick responses:
  - Process for importing quick responses into Amazon Connect.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/add-data.html

View the import history for your quick responses:
  - How to check the history of quick response import operations.
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/view-import-history.html

Enable quick responses in a custom CCP:
  - Steps to enable the quick response search functionality in a custom Contact Control Panel (CCP).
  - Link: https://docs.aws.amazon.com/connect/latest/adminguide/enable-qr-search.html
```

--------------------------------

### Amazon Connect Domain Update Examples

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/update-your-connect-domain

Illustrates the old and new Amazon Connect domain formats, including a specific example for 'examplecorp'.

```APIDOC
Old Domain Format: https://your-instance-alias.awsapps.com/connect/
New Domain Format: https://your-instance-alias.my.connect.aws/

Example Old: https://examplecorp.awsapps.com/connect/
Example New: https://examplecorp.my.connect.aws/
```

--------------------------------

### Subscribe to Amazon Connect Screen Sharing Events

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-video-calling-for-agents

Provides an example of how to set up listeners for screen sharing activities, including session start, stop, and error events, using onScreenSharingStarted, onScreenSharingStopped, and onScreenSharingError callbacks.

```JavaScript
initScreenSharingListeners() {
    this.contact.onScreenSharingStarted(() => {
        // Screen sharing session started
    });

    this.contact.onScreenSharingStopped(() => {
        // Screen sharing session ended
    });

    this.contact.onScreenSharingError((error) => {
        // Screen sharing session error occurred
    });
}
```

--------------------------------

### Example: Create Phone Number Quick Connect to Mobile Phone

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/quick-connects

A practical example demonstrating how to create a phone number quick connect for a person's mobile phone (e.g., a supervisor) using the Amazon Connect console.

```Amazon Connect Console Steps
1. On the navigation menu, choose **Routing**, **Quick connects**, **Add quick connect**.
2. On the **Add quick connect** page, enter a name for the quick connect, for example, **John Doe's cell phone**.
3. For **Type**, select **Phone number**.
4. For **Phone number**, enter the mobile phone number, starting with the country code. In the US, the country code is 1.
5. Choose **Save**.
```

--------------------------------

### List Amazon Q Connect Knowledge Base Contents

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-q-with-guides

This AWS CLI command lists all content resources within a specified Amazon Q Connect knowledge base. It requires the "knowledgeBaseId" as a parameter. The command's output provides the "contentId" for each content resource, which is needed to associate it with a step-by-step guide.

```bash
aws qconnect list-contents \
--knowledge-base-id knowledgeBaseId
```

--------------------------------

### Example Customer Profile JSON

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/auto-associate-profile-using-phone-profile-key

An example of a customer profile created by the `CreateProfile` API, showing the structure with FirstName, LastName, and PhoneNumber.

```JSON
{
                "FirstName": "John",
                "LastName": "Doe",
                "PhoneNumber": "+11234567890"
            }
```

--------------------------------

### Example Output: Describe Amazon Connect Authentication Profile

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/authentication-profiles

This JSON object provides an example of the detailed configuration information returned by the `describe-authentication-profile` AWS CLI command. It includes settings such as allowed/blocked IP ranges, session durations, and a profile description.

```JSON
{
    "AuthenticationProfile": {
        "AllowedIps": [],
        "Arn": "arn:aws:connect:us-west-2:account-id:instance/your-instance-id/authentication-profile/profile-id",
        "BlockedIps": [],
        "CreatedTime": 1.718999177811E9,
        "Description": "A basic default Authentication Profile",
        "Id": "profile-id",
        "IsDefault": true,
        "LastModifiedRegion": "us-west-2",
        "LastModifiedTime": 1.719249173664E9,
        "MaxSessionDuration": 720,
        "Name": "Default Authentication Profile",
        "PeriodicSessionDuration": 60
    }
}
```

--------------------------------

### Example JSON Input for Amazon Connect View Configuration

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/view-resources-managed-view

Illustrates a complete JSON structure for configuring an Amazon Connect view, demonstrating the usage of `AttributeBar`, `Back`, `Next`, `Cancel`, `Heading`, `SubHeading`, `ErrorText`, and `Sections` with nested `FormSection` and `FormInput` elements. This example provides a practical reference for constructing view configurations.

```JSON
{
        "AttributeBar": [{
                "Label": "Queue",
                "Value": "Sales"
            },
            {
                "Label": "Case ID",
                "Value": "1234567"
            },
            {
                "Label": "Case",
                "Value": "New reservation"
            },
            {
                "Label": "Attribute  3",
                "Value": "Attribute"
            }
        ],
        "Back": {
            "Label": "Back Home"
        },
        "Next": {
            "Label": "Confirm Reservation",
            "Details": {
                "endpoint": "awesomecustomer.com/submit"
            }
        },
        "Cancel": {
            "Label": "Cancel"
        },
        "Heading": "Modify Reservation",
        "SubHeading": "Cadillac XT5",
        "ErrorText": {
            "Header": "Modify reservation failed",
            "Content": "Internal Server Error, please try again"
        },
        "Sections": [{
            "_id": "pickup",
            "Type": "FormSection",
            "Heading": "Pickup Details",
            "Items": [{
                "LayoutConfiguration": {
                    "Grid": [{
                        "colspan": {
                            "default": "12",
                            "xs": "6"
                        }
                    }]
                },
                "Items": [{
                    "Type": "FormInput",
                    "Fluid": true,
                    "InputType": "text",
                    "Label": "Location",
                    "Name": "pickup-location",
                    "DefaultValue": "Seattle"
                }]
            }, {
                "LayoutConfiguration": {
                    "Grid": [{
                        "colspan": {
                            "default": "6",
                            "xs": "4"
                        }
                    }, {
                        "colspan": {
                            "default": "6",
                            "xs": "4"
                        }
                    }]
                },
                "Items": [{
                    "Label": "Day",
                    "Type": "DatePicker",
                    "Fluid": true,
                    "DefaultValue": "2022-10-10",
                    "Name": "pickup-day"
                }, {
                    "Label": "Time",
                    "Type": "TimeInput",
                    "Fluid": true,
                    "DefaultValue": "13:00",
                    "Name": "pickup-time"
                }]
            }]
        }, {
            "_id": "dropoff",
            "Heading": "Drop off details",
            "Type": "FormSection",
            "Items": [{
                "LayoutConfiguration": {
                    "Grid": [{
                        "colspan": {
                            "default": "12"
                        }
                    }]
                }
            }]
        }
    ]
```

--------------------------------

### Example Agent Event Stream Snapshot for Amazon Connect

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/sample-agent-event-stream

This JSON snippet represents a partial agent event stream snapshot, showing an agent's account ID, ARN, current and previous status, detailed configuration including proficiencies, routing profile with concurrency settings for chat and voice channels, and associated queues. Note that the provided snippet is truncated and does not represent a complete, valid JSON object.

```json
{
    "AWSAccountId": "012345678901",
    "AgentARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN",
    "CurrentAgentSnapshot":
      {
    "AgentStatus": {
            "ARN": "example-ARN",
            "Name": "Available",
            "StartTimestamp": "2019-08-13T20:52:30.704Z"
        },
     "NextAgentStatus": {
            "Name": "Lunch",
            "ARN": "example-ARN2",
            "EnqueuedTimestamp": "2019-08-13T20:58:00.004Z"
        }
      } ,
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "AgentEventStreamTest",
            "LastName": "Agent",
            "Proficiencies": [{
                 "Level": 3.0,
                 "Name": "Technology",
                 "Value": "Kinesis"
             }, {
                 "Level": 1.0,
                 "Name": "Location",
                 "Value": "WA"
             }],
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "Concurrency": [
                    {
                        "AvailableSlots": 3,
                        "Channel": "CHAT",
                        "MaximumSlots": 3
                    },
                    {
                        "AvailableSlots": 1,
                        "Channel": "VOICE",
                        "MaximumSlots": 1
                    }
                ],
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN",
                    "Channels": [
                        "VOICE"
                    ],
                    "Name": "OutboundQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN",
                        "Channels": [
                            "VOICE",
                            "CHAT"
                        ],
                        "Name": null
                    },
                    {
                        "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN",
                        "Channels": [
                            "CHAT",
                            "VOICE"
                        ],
                        "Name": "Omni-channel-queue"
                    }
                ],
                "Name": "AgentEventStreamProfile"
            },
            "Username": "aestest"
        },
        "Contacts": [ ]
    },
    "EventId": "EventId-1",
    "EventTimestamp": "2019-08-13T20:58:44.031Z",
    "EventType": "HEART_BEAT",
    "InstanceARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111",
    "PreviousAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Offline",
            "StartTimestamp": "2019-08-13T20:52:30.704Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "AgentEventStreamTest",
            "LastName": "Agent",
            "Proficiencies": [{
                 "Level": 3.0,
                 "Name": "Technology",
                 "Value": "Kinesis"
             }, {
                 "Level": 1.0,
                 "Name": "Location",
                 "Value": "WA"
             }],
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN"
```

--------------------------------

### Create a Queue using Amazon Connect Admin Website

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/create-queue

This guide outlines the step-by-step process to create a new queue within the Amazon Connect administration console. It details the necessary permissions, navigation, and information required to set up a queue, including linking it to routing profiles and adding tags.

```Procedural Guide
1. Log in to the Amazon Connect admin website at https://`instance name`.my.connect.aws/. Use an Admin account, or an account that has Routing - Queues - Create permission in its security profile.
2. On the Amazon Connect admin website, on the navigation menu, choose Routing, Queues, Add new queue.
3. Add the appropriate information about your queue and choose Add new queue. The queue is automatically active.
4. Assign the queue to a routing profile. The routing profile links the queue and agents together.
5. Add tags to identify, organize, search for, filter and control who can access this queue.
```

--------------------------------

### Amazon Connect Cases API References

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/case-event-streams-enable

References to Amazon Connect Cases APIs used for programmatic setup and management of Cases domains and templates.

```APIDOC
API: CreateDomain
  Purpose: Used to add a Cases domain to an Amazon Connect instance programmatically.
  Reference: https://docs.aws.amazon.com/cases/latest/APIReference/API_CreateDomain.html

API: CreateTemplate
  Purpose: Used to create a case template programmatically.
  Reference: https://docs.aws.amazon.com/cases/latest/APIReference/API_CreateTemplate.html

API: ListFields
  Purpose: Used to list the fields defined in a Cases domain, including custom fields, for use in event configurations.
```

--------------------------------

### Allow Start Contact Recording Action in Amazon Connect

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/security_iam_resource-level-policy-examples

This policy allows the 'connect:StartContactRecording' action on a contact within a specific Amazon Connect instance. A wildcard is used for the contact ID since it is dynamic.

```JSON
{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Action": [
          "connect:StartContactRecording"
      ],
      "Resource": "arn:aws:connect:us-west-2:accountID:instance/instanceId/contact/*",
      "Effect": "Allow"
    }
  ]
}
```

--------------------------------

### Construct Shopify App Authorization URL

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-customer-profiles-shopify

This URL is used to initiate the Shopify app installation and authorization process. It requires the shop name, API key, desired scopes, a redirect URI, and a unique state value (nonce) to prevent CSRF attacks.

```APIDOC
https://{shop}.myshopify.com/admin/oauth/authorize?client_id={api_key}&scope={scopes}&redirect_uri={redirect_uri}&state={nonce}
```

--------------------------------

### Retrieve Amazon Q Connect Knowledge Base IDs

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-q-with-guides

Use this AWS CLI command to list all available Amazon Q Connect knowledge bases. The output includes the "knowledgeBaseId" for each knowledge base, which is essential for subsequent operations like listing content or associating guides.

```bash
aws qconnect list-knowledge-bases
```

--------------------------------

### WhatsApp Interactive Reply Button Template JSON Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/interactive-messages

This JSON example illustrates the structure for a WhatsApp interactive reply button template, which provides customers with an in-line list of quick reply options, such as continuing to an agent or ending the chat.

```JSON
{
  "templateType": "WhatsAppInteractiveReplyButton",
  "version": "1.0",
  "data": {
    "content": {
      "title": "What would you like to do?",
      "body": {
        "text": "What would you like to do?"
      },
      "action": {
        "buttons": [
          {
            "type": "reply",
            "reply": {
              "id": "agent",
              "title": "Continue to agent"
            }
          },
          {
            "type": "reply",
            "reply": {
              "id": "end_chat",
              "title": "End chat"
            }
          }
        ]
      }
    }
  }
}
```

--------------------------------

### WhatsApp Interactive List Template JSON Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/interactive-messages

This JSON example demonstrates the structure for creating a WhatsApp interactive list template, used to present customers with a list of options within a WhatsApp chat. It includes sections for account options and other choices.

```JSON
{
  "templateType": "WhatsAppInteractiveList",
  "version": "1.0",
  "data": {
    "content": {
      "title": "Which account do you need help with?",
      "body": {
        "text": "Which account do you need help with?"
      },
      "action": {
        "button": "Options",
        "sections": [
          {
            "title": "Your accounts",
            "rows": [
              {
                "id": "11111111",
                "title": "11111111",
                "description": "PERSONAL CHECKING"
              },
              {
                "id": "22223333",
                "title": "22223333",
                "description": "PERSONAL SAVINGS"
              }
            ]
          },
          {
            "title": "Other",
            "rows": [
              {
                "id": "other",
                "title": "I can't find my account"
              }
            ]
          }
        ]
      }
    }
  }
}
```

--------------------------------

### Amazon Connect Agent Workspace Customization

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Guides on customizing the Agent Workspace in Amazon Connect. This includes setting up step-by-step guides, using the no-code UI builder for custom views, integrating third-party applications, and managing agent-specific features like disposition codes.

```APIDOC
Agent Workspace Customization:
  - Step-by-step Guides:
    - Enable: https://docs.aws.amazon.com/connect/latest/adminguide/enable-guided-experiences-sg.html
    - View Resources (Custom/AWS Managed): https://docs.aws.amazon.com/connect/latest/adminguide/view-resources-sg.html
    - HTML and JSX Support: https://docs.aws.amazon.com/connect/latest/adminguide/customize-views-jsx-sg.html
    - Invoke at Contact Start: https://docs.aws.amazon.com/connect/latest/adminguide/how-to-invoke-a-flow-sg.html
    - Deploy in Chats: https://docs.aws.amazon.com/connect/latest/adminguide/step-by-step-guides-chat.html
    - Display Contact Attributes: https://docs.aws.amazon.com/connect/latest/adminguide/display-contact-attributes-sg.html
    - PII Redaction: https://docs.aws.amazon.com/connect/latest/adminguide/step-by-step-guides-pii-redaction.html
  - No-code UI Builder:
    - Overview: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder.html
    - UI Component Library: https://docs.aws.amazon.com/connect/latest/adminguide/user-interface-component-library-sg.html
    - Configure Layouts, Colors, Data: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-customize-panel.html
    - Configure Dynamic Fields: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-properties-dynamic-fields.html
    - Set Actions for Flow Branches: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-setting-actions-in-flows.html
    - Save and Publish Views: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-saving-and-publishing.html
    - Templates: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-templates.html
    - App Integration (Screen Pop): https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-app-integration.html
    - Preview with Sample Data: https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-sample-data.html
  - Third-Party Applications (3p Apps):
    - Overview: https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps.html
    - Assign Permissions: https://docs.aws.amazon.com/connect/latest/adminguide/assign-security-profile-3p-apps.html
    - Iframe Permissions: https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps-iframe-permissions.html
    - Events and Requests: https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps-events-requests.html
    - Access in Agent Workspace: https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps-agent-workspace.html
    - SSO Federation Setup: https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps-sso.html
  - Agent Features:
    - Enable Disposition Codes: https://docs.aws.amazon.com/connect/latest/adminguide/disposition-codes-sg.html
```

--------------------------------

### Amazon Connect Search and Recommendations

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Details how to search for information within Amazon Connect and utilize real-time recommendations to assist agents during customer interactions.

```APIDOC
Search for Content:
  Description: Enables users to search for relevant information, articles, or documentation within the Amazon Connect platform.

Use Real-time Recommendations:
  Description: Leverages AI to provide agents with contextual recommendations during live customer interactions.
```

--------------------------------

### Troubleshooting Amazon Connect Connectivity

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Guides users on validating their network connectivity to Amazon Connect and troubleshooting common audio quality and call disconnect issues.

```APIDOC
Troubleshooting Amazon Connect:
  Description: Provides resources and steps for diagnosing and resolving issues with Amazon Connect.

Validate Connectivity:
  Description: Tools and methods to check network connectivity to Amazon Connect services.

Troubleshoot Audio Quality:
  Description: Steps to identify and resolve issues related to poor audio quality during calls.
    - Network troubleshooting.
    - Workstation troubleshooting.
    - Headset verification (sample rate).

Troubleshoot Call Disconnects:
  Description: Addresses common reasons for unexpected call disconnections and provides solutions.

Open Case for Call Quality:
  Description: Instructions on how to open a support case specifically for call quality problems.
```

--------------------------------

### Set up WhatsApp Business Messaging in Amazon Connect

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

This guide explains how to set up WhatsApp Business messaging within Amazon Connect, including an overview of its capabilities and limitations.

```APIDOC
Set up WhatsApp Business messaging:
  - Capabilities and limitations
```

--------------------------------

### Amazon Connect Flow Block: Start Media Streaming Configuration Tips

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/start-media-streaming

Provides essential configuration guidelines for the 'Start media streaming' block in Amazon Connect. It highlights the necessity of enabling live media streaming, the persistence of audio capture until a 'Stop media streaming' block is invoked, and the error handling for unsupported channels like chat.

```APIDOC
Configuration Tips for 'Start media streaming' block:

1.  Enable live media streaming in your Amazon Connect instance.
    (Reference: Set up live media streaming of customer audio in Amazon Connect)

2.  Audio capture persists until a 'Stop media streaming' block is invoked, even if the contact transitions to another flow.

3.  Always use a 'Stop media streaming' block to terminate media streaming.

4.  If this block is triggered during a chat conversation, the contact will be routed down the 'Error' branch.
```

--------------------------------

### Example Amazon Connect Voice ID Flow: Caller Enrolled

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/enable-voiceid

Describes the flow for an enrolled caller, explaining how Voice ID finds the CustomerId, creates a voiceprint for authentication, compares it with the stored voiceprint, and returns an authentication result.

```APIDOC
Example Voice ID Flow: Caller Enrolled
  1. Voice ID finds CustomerId in database.
  2. Voice ID starts listening to create a voiceprint for authentication.
  3. Compares current voiceprint with stored voiceprint based on Authentication threshold.
  4. Returns "Authenticated" or other statuses.
  5. Contact routed by Check Voice ID block.
```

--------------------------------

### Markdown Syntax for Plain and Text Links

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/interactive-messages

Provides examples of how to include both plain URL links and formatted text links using markdown.

```Markdown
Questions? Visit https://plainlink.com/faq\n\n[This is a link](https://aws.amazon.com)
```

--------------------------------

### Configure Get Customer Input Block for Callback Prompt

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/setup-queued-callback

Configures the 'Get customer input' block to prompt customers for their choice regarding a callback or staying in the queue. It defines the text-to-speech message and the conditions for user input.

```APIDOC
Block: Get customer input
  Purpose: Prompt customer for callback choice.
  Configuration:
    Text-to-speech: "Press 1 to receive a callback. Press 2 to stay in queue."
    Conditions:
      Option 1: Callback
      Option 2: Stay in queue
```

--------------------------------

### Example Amazon Connect Voice ID Flow: Caller Not Enrolled

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/enable-voiceid

Illustrates the flow for a first-time caller not enrolled in Voice ID, detailing how CustomerId is passed, Voice ID's response, and subsequent actions like agent enrollment.

```APIDOC
Example Voice ID Flow: Caller Not Enrolled
  1. CustomerId passed via Set contact attributes block.
  2. Voice ID checks database, sends "Not enrolled" result.
  3. Check Voice ID block branches; next step (e.g., agent enrollment) is determined.
  4. Voice ID starts listening for 30 seconds of net speech after Set Voice ID block is encountered.
```

--------------------------------

### Create Content Association for Amazon Q in Connect using AWS CLI

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/integrate-q-with-guides

This snippet demonstrates how to link a content resource with a step-by-step guide in Amazon Q in Connect using the `aws qconnect create-content-association` CLI command. It requires the `knowledgeBaseId`, `contentId`, and `flowARN` (as `flowId` within the association JSON) to establish the connection. The `association-type` is set to `AMAZON_CONNECT_GUIDE`.

```aws-cli
aws qconnect create-content-association \
--knowledge-base-id knowledgeBaseId \
--content-id contentId \
--association-type AMAZON_CONNECT_GUIDE \
--association '{"amazonConnectGuideAssociation":{"flowId":"flowArn"}}'
```

```aws-cli
aws qconnect create-content-association \
--knowledge-base-id 00000000-0000-0000-0000-000000000000 \
--content-id 11111111-1111-1111-1111-111111111111 \
--association-type AMAZON_CONNECT_GUIDE \
--association '{"amazonConnectGuideAssociation":{"flowId":"arn:aws:connect:us-west-2:111111111111:instance/22222222-2222-2222-2222-222222222222/contact-flow/00711358-cd68-441d-8301-2e847ca80c82"}}'
```

--------------------------------

### Python Example: Generate Amazon Connect JWT

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/add-chat-to-website

This Python code snippet demonstrates how to generate a JSON Web Token (JWT) for Amazon Connect using the `PyJWT` library. It includes setting up the payload with required claims like `sub`, `iat`, `exp`, and optional claims such as `customerId`, `segmentAttributes`, and `attributes`.

```python
import jwt
import datetime
CONNECT_SECRET = "your-securely-stored-jwt-secret"
WIDGET_ID = "widget-id"
JWT_EXP_DELTA_SECONDS = 500

payload = {
'sub': WIDGET_ID,
'iat': datetime.datetime.utcnow(),
'exp': datetime.datetime.utcnow() + datetime.timedelta(seconds=JWT_EXP_DELTA_SECONDS),
'customerId': "your-customer-id",
'segmentAttributes': {"connect:Subtype": {"ValueString" : "connect:Guide"}}, 'attributes': {"name": "Jane", "memberID": "123456789", "email": "Jane@example.com", "isPremiumUser": "true", "age": "45"} }
header = { 'typ': "JWT", 'alg': 'HS256' }
encoded_token = jwt.encode((payload), CONNECT_SECRET, algorithm="HS256", headers=header) // CONNECT_SECRET is the security key provided by Amazon Connect
```

--------------------------------

### Amazon Connect Contact Record DeviceInfo Parameter Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/agent-ts

Illustrates the structure and example values for the `deviceInfo` parameter within the Amazon Connect Contact Record (CTR), which captures details about the participant's platform, version, and operating system.

```JSON
"deviceInfo": { "platformName": "Chrome", "platformVersion": "116", "operatingSystem": "Windows" }
```

--------------------------------

### Amazon Connect CCP Upgrade Guide

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/index

Instructions for upgrading the Customer Contact Center (CCP) when the CCP URL ends with /ccp# or when using the Amazon Connect Streams API.

```APIDOC
Upgrade my CCP when my CCP URL ends with /ccp#
Upgrade your CCP when using the Amazon Connect Streams API
```

--------------------------------

### Amazon Connect Detail View Input JSON Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/display-contact-attributes-sg

An example JSON payload demonstrating the structure and usage of various configurable properties for an Amazon Connect Detail View, including AttributeBar, Back navigation, Heading, Description, Sections, and Actions.

```JSON
{
  "AttributeBar": [
    {"Label": "Example", "Value": "Attribute"},
    { "Label": "Example 2", "Value": "Attribute 3", "LinkType": "case", "ResourceId": "123456", "Copyable": true }
  ],
  "Back": {
    "Label": "Back"
  },
  "Heading": "Hello world",
  "Description": "This view is showing off the wonders of a detail page",
  "Sections": [{
    "TemplateString": "This is an intro paragraph"
  }, "abc"],
  "Actions": ["Do thing!", "Update thing 2!"]
}
```

--------------------------------

### Generate JWT with Contact Attributes for Amazon Connect Chat

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/pass-contact-attributes-chat

This Python example demonstrates how to generate a JSON Web Token (JWT) payload for Amazon Connect chat, including custom contact attributes and segment attributes. It highlights the `attributes` claim, which must be an object with string-to-string key-value pairs. The attributes must adhere to the `StartChatContact` API limitations: keys minimum length 1, values minimum length 0. JWT installation (`pip install PyJWT`) is a prerequisite.

```python
import jwt
import datetime
CONNECT_SECRET = "your-securely-stored-jwt-secret"
WIDGET_ID = "widget-id"
JWT_EXP_DELTA_SECONDS = 500

payload = {
'sub': WIDGET_ID,
'iat': datetime.datetime.utcnow(),
'exp': datetime.datetime.utcnow() + datetime.timedelta(seconds=JWT_EXP_DELTA_SECONDS),
'segmentAttributes': {"connect:Subtype": {"ValueString" : "connect:Guide"}}, 'attributes': {"name": "Jane", "memberID": "123456789", "email": "Jane@example.com", "isPremiumUser": "true", "age": "45"} }
header = { 'typ': "JWT", 'alg': 'HS256' }
encoded_token = jwt.encode((payload), CONNECT_SECRET, algorithm="HS256", headers=header) // CONNECT_SECRET is the security key provided by Amazon Connect

```

--------------------------------

### Amazon Connect Agent Event Stream JSON Example

Source: https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html/determine-acw-time

This JSON snippet illustrates the structure of an agent event stream in Amazon Connect. It includes details about the agent's routing profile, associated queues, and a list of contacts handled by the agent. Key fields like "ContactId", "State", "StateStartTimestamp", and "Queue" are shown, providing a comprehensive view of an agent's interaction history. The example also highlights how to calculate After Contact Work (ACW) duration by subtracting "StateStartTimestamp" from "EventTimestamp" (implicitly, as "EventTimestamp" is mentioned in the calculation description).

```json
{
  "Agent": {
    "RoutingProfile": {
      "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
      "DefaultOutboundQueue": {
          "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
          "Name": "BasicQueue"
      },
      "InboundQueues": [
          {
              "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
              "Name": "BasicQueue"
          },
          {
              "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
              "Name": "PrimaryQueue"
          }
      ],
      "Name": "Basic Routing Profile"
    },
    "Username": "(Removed)"
  },
  "Contacts": [
    {
      "Channel": "VOICE",
      "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
      "ContactId": "ContactId-1",
      "InitialContactId": null,
      "InitiationMethod": "OUTBOUND",
      "Queue": {
          "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
          "Name": "BasicQueue"
      },
      "QueueTimestamp": null,
      "State": "ENDED",
      "StateStartTimestamp": "2019-05-25T18:55:27.017Z"
    }
  ],
  "Version": "2019-05-25"
}
```

=== COMPLETE CONTENT === This response contains all available snippets from this library. No additional content exists. Do not make further requests.