Amazon Connect

Name: Amazon Connect API
Brand: Amazon Connect
Availability: InStock

★ Only Publicly Available SpecCommunicationsVoice TelephonyAWS Signature v4 (HMAC)171 EndpointsREST

For Agents

Operate a cloud contact center programmatically - manage instances, queues, agents, contact flows, and active contacts, and integrate Lex bots, Lambda, and Lex storage.

Quickstart

Get started with Amazon Connect in minutes using your preferred integration method.

# Add to your MCP client config (Claude Desktop, Cursor, Windsurf)
{
  "jentic": {
    "url": "https://api.jentic.com/mcp",
    "auth": "oauth"
  }
}

# Then ask your agent:
"start an outbound voice call"

# → Jentic returns the GET /events tool with parameter schema, agent executes.

Capabilities

What an agent can do with Amazon Connect API.

Manage Amazon Connect instances, users, security profiles, and routing profiles

Create and update contact flows, queues, hours of operation, and prompts

Initiate, transfer, hold, monitor, and disconnect live voice and chat contacts

Associate Lex bots, Lambda functions, and storage configs with an instance

GET STARTED

Start building with Amazon Connect API

Explore with Jentic

View OpenAPI Spec

Use for: I need to start an outbound voice call from my contact center, I want to transfer a live customer call to another queue, Search for all contacts handled by a specific agent today, List all queues in this Amazon Connect instance

Not supported: Does not handle email marketing, SMS marketing campaigns, or general SIP trunking - use Amazon Connect for managed cloud contact center operations only.

Jentic publishes the only available OpenAPI specification for Amazon Connect, keeping it validated and agent-ready.

Jentic publishes the only available OpenAPI specification for Amazon Connect, keeping it validated and agent-ready. Amazon Connect is a cloud contact center service that handles voice, chat, tasks, and email interactions, contact routing, agent management, and real-time and historical analytics. The API surface covers instance configuration, contact flows, routing profiles, queues, hours of operations, agent statuses, contact controls (transfer, hold, monitor), Lex and Lambda integrations, predictive and outbound dialing, and storage for recordings and transcripts. It is the programmatic surface behind a complete enterprise contact center.

Use Cases

Patterns agents use Amazon Connect API for, with concrete tasks.

★ Outbound Voice Campaign

Sales and customer success teams need to launch outbound voice campaigns to lists of customers without standing up dialer infrastructure. Amazon Connect's StartOutboundVoiceContact and outbound campaign APIs initiate calls into a chosen contact flow and queue, and the campaigns API can pace lists with predictive or progressive dialing. Setup is a few hours once an instance is live.

Call StartOutboundVoiceContact with DestinationPhoneNumber, ContactFlowId, and InstanceId, and return the ContactId.

Live Contact Routing and Transfer

Supervisors and routing logic need to move live contacts between queues or agents based on changing conditions. Amazon Connect supports transferring contacts to queues, agents, and external phone numbers, plus updating routing on the fly via UpdateContactRoutingData. Most actions complete in under a second.

Call TransferContact with the ContactId and a target QueueId to move a live contact to a different queue, then verify the transition with DescribeContact.

Real-Time Queue Metrics Dashboard

Operations teams need real-time visibility into queue depth, longest hold, agent availability, and service level. Amazon Connect's GetCurrentMetricData returns these metrics on demand, and historical Cloud Watch and analytics data lake exports cover trend analysis. Dashboards typically refresh every 10-30 seconds against this API.

Call GetCurrentMetricData for the support queue with metrics CONTACTS_IN_QUEUE and OLDEST_CONTACT_AGE and return the values.

Lex Bot Integration for Self-Service

Contact centers reduce handle time by routing calls through a Lex bot for IVR and intent capture before reaching an agent. Amazon Connect's AssociateBot, AssociateLexBot, and contact flow APIs wire Lex into specific flows, and prompts and evaluation forms manage the conversational experience.

Call AssociateLexBot with InstanceId and a LexBot {Name, LexRegion} to wire the bot into the instance, then update the contact flow to invoke it.

Agent-Operated Contact Center Operations

An AI agent on call for a supervisor can search contacts, look up customer profiles, transfer escalations, and update agent statuses without using the Connect console. Through Jentic, each operation is one structured call, and credentials stay in the vault.

Search contacts initiated in the last hour with SearchContacts, then for any with state ENDED and HandledBy=agent_X, retrieve the recording URL via GetContactAttributes.

Key Endpoints

171 endpoints — jentic publishes the only available openapi specification for amazon connect, keeping it validated and agent-ready.

METHOD

PATH

DESCRIPTION

PUT

/contact/outbound-voice

Start an outbound voice contact

POST

/contact/transfer

Transfer a contact to a queue or agent

POST

/contact/disconnect

Disconnect an active contact

POST

/metrics/current/{InstanceId}

Get real-time queue metrics

PUT

/users/{InstanceId}

Create a Connect user

POST

/contact-flows/{InstanceId}

Create a contact flow

PUT

/instance/{InstanceId}/lex-bot

Associate a Lex bot with the instance

PUT

/contact/outbound-voice

Start an outbound voice contact

POST

/contact/transfer

Transfer a contact to a queue or agent

POST

/contact/disconnect

Disconnect an active contact

POST

/metrics/current/{InstanceId}

Get real-time queue metrics

PUT

/users/{InstanceId}

Create a Connect user

Why though Jentic?

Three things that make agents converge on Jentic-routed access.

Credential isolation

AWS SigV4 (HMAC) credentials for the Amazon Connect are stored encrypted in the Jentic vault. Agents receive scoped, short-lived access via Jentic's MAXsystem rather than holding the raw AWS access key ID and secret access key in their context.

Intent-based discovery

Agents search Jentic with intents like 'start an outbound voice call' and Jentic returns the matching Amazon Connect operation with its input schema, so the agent can call the correct endpoint without browsing the AWS service reference.

Time to first call

Direct integration: 2-4 days for SigV4 request signing, IAM policy setup, and error handling across Amazon Connect operations. Through Jentic: under 1 hour - search by intent, load the schema, execute.

Related APIs

Alternatives and complements available in the Jentic catalogue.

Alternative

Twilio Voice API

Programmable voice with finer-grained call primitives.

Choose Twilio Voice for build-your-own contact center logic; choose Connect for an end-to-end managed solution.

Complementary

Amazon Connect Participant Service

Customer-side participant API for Connect chat sessions.

Use Connect for the agent and instance side; use Connect Participant Service for the customer-side chat connection.

Complementary

Amazon Lex (Models)

Build the bots that power Connect IVR and chatbot experiences.

Author Lex bots first, then associate them with Connect via AssociateLexBot.

Complementary

Amazon Pinpoint Email

Transactional and campaign email channel that pairs with Connect for outreach.

Use Pinpoint Email for email channels alongside Connect's voice and chat.

FAQs

Specific to using Amazon Connect API through Jentic.

Why is there no official OpenAPI spec for Amazon Connect?

AWS does not publish an OpenAPI specification. Jentic generates and maintains this spec so that AI agents and developers can call Amazon Connect via structured tooling. It is validated against the live API and kept up to date. Get started at https://app.jentic.com/sign-up.

What authentication does the Amazon Connect API use?

AWS Signature v4 (HMAC) with IAM permissions scoped to the Connect instance ARN. Jentic stores the AWS credentials in its vault and signs each request, so agents never handle the secret access key.

Can I start an outbound voice call with the Amazon Connect API?

Yes. Call StartOutboundVoiceContact with the destination phone number, the ContactFlowId to drive the call, and the InstanceId. Outbound calls require an outbound caller ID configured on the queue and sufficient outbound capacity on the instance.

What are the rate limits for the Amazon Connect API?

Per-instance, per-region TPS limits apply per operation, with ContactFlow and Contact-control APIs lower than read-only Search* and Describe* operations. Plan for ThrottlingException with exponential backoff and use the analytics data lake for high-volume reporting.

How do I transfer a live contact through Jentic?

Search Jentic for 'transfer a live contact to another queue', load the TransferContact schema, and execute it with the ContactId, the target QueueId, and the InstanceId. The contact is requeued without dropping the customer.

Can I integrate Lex bots and Lambda functions with Amazon Connect?

Yes. AssociateLexBot, AssociateBot, and AssociateLambdaFunction wire Lex bots and Lambda into the instance, and contact flows reference them by name. The Connect runtime invokes them during the flow.