canonical: https://jentic.com/apis/amazonaws.com/aws-connect

# AWS Amazon Connect

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.

## For AI agents

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

## Scope

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

## Capabilities

- 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
- Create and manage outbound campaigns and predictive dialing tasks
- Search contacts, users, and queues with structured filters
- Configure analytics data lake exports, evaluation forms, and quality management

## Use cases

### 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.

Example prompt: 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.

Example prompt: 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.

Example prompt: 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.

Example prompt: 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.

Example prompt: 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

| 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 |

## Key resources

- **Instance** — Manage Amazon Connect instances, attributes, storage configs, and approved origins.
- **User** — Create, update, list, and delete users, plus security profiles and hierarchy groups.
- **RoutingProfile** — Create and manage routing profiles, queues, and concurrency configurations.
- **Queue** — Manage queues, hours of operation, and queue quick connects.
- **ContactFlow** — Create, update, version, and publish contact flows and contact flow modules.
- **Contact** — Initiate, monitor, transfer, hold, and disconnect live contacts.
- **OutboundCampaign** — Create, run, and pace outbound dialing campaigns.
- **Analytics** — Real-time metrics, historical metrics, and analytics data lake exports.

## Why Jentic

- **Setup:** Wiring Amazon Connect by hand means signing every REST request with AWS Signature v4 HMAC and targeting the right regional host like connect.{region}.amazonaws.com across a large surface of contact-center operations. Through Jentic you install once, import Amazon Connect from the API Directory, store the AWS access key and secret once, and your agent calls it.
- **Permission scoping:** Connect puts the contact-center instance id in the URL path (/users/{InstanceId}, /contact-flows/{InstanceId}, /metrics/current/{InstanceId}), so a rule can pin your agent to one instance and nothing else. You also choose the operations it may call, so outbound-voice or metric reads can be allowed while a user delete stays out unless you add it.
- **Credential handling:** Your AWS access key and secret are stored once, encrypted, by your own Jentic One instance and injected at execution time when the request is signed. They never enter the agent's prompt, logs, or context.
- **Discovery method:** Agents search Jentic by intent such as 'start an outbound voice call' or 'get current queue metrics for an instance', and Jentic returns the matching Amazon Connect operation with its input schema, so the agent calls the correct endpoint without browsing the AWS service reference.

## Related APIs

- **Twilio Voice API** — Programmable voice with finer-grained call primitives.
- **Amazon Connect Participant Service** — Customer-side participant API for Connect chat sessions.
- **Amazon Lex (Models)** — Build the bots that power Connect IVR and chatbot experiences.
- **Amazon Pinpoint Email** — Transactional and campaign email channel that pairs with Connect for outreach.

## FAQ

### 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 with Jentic One, the self-hosted execution layer.

### 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.

### Can I limit what my agent is allowed to do with the Amazon Connect API?

Yes. Because you run Jentic One yourself, your own rules decide which Amazon Connect operations and credentials the agent may use. Since the instance id sits in the URL path for calls like /users/{InstanceId}, /contact-flows/{InstanceId}, and /metrics/current/{InstanceId}, you can pin the agent to a single instance and no other. You also choose the exact operations it may call, so you can allow StartOutboundVoiceContact or GetCurrentMetricData while keeping user deletion off the list.