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Profiles are the customer, not the contact — Ecosystem

Glossary

Customer Profiles The profile store. Connect-generated profiles are priced differently from profiles that contain imported data.
Identity resolution The rules that merge profile records from CRM, orders, and contacts into one customer.
Case A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.
Task A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead.

Mind map

Open the Profiles, cases, tasks mind map

Sister technologies

A contact ends. A case, a task, and a profile are how the next person continues it.

Config and troubleshooting

Using the phone number as the only key when customers share a household line.

Profiles and cases use their own IAM prefixes. This template only shows the Connect instance those services attach to. Create the profile domain and the Cases domain in the same Region.

CfnInstance Customer Profiles

CloudFormation study snippet

Resources:
  CampusInstance:
    Type: AWS::Connect::Instance
    Properties:
      IdentityManagementType: SAML
      InstanceAlias: campus-demo
      Attributes:
        InboundCalls: true
        OutboundCalls: true
        ContactflowLogs: true

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10
Use Connect Customer Customer Profiles - Amazon Connect Customer AWS docs. last checked 2026-10
What is Connect Customer? - Amazon Connect Customer AWS docs. last checked 2026-10
Customer relationship management - Wikipedia Wikipedia. last checked 2026-10

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