Amazon Connect now provides Contact APIs that allow you to describe contact details (e.g., queue information, chat attachments, task references) and update contact information (e.g., task name). The new APIs offer more flexible ways to interact and manage contacts and enable you to create customized experiences for your customers. For example, with these APIs, you can add or update contact details programmatically from your business applications, like Customer Relationship Management (CRM). You can also retrieve contact progress timestamps (e.g., enqueued, connected with an agent, disconnected) for use in a custom reporting solution or workforce management solution. To learn more, see the API documentation.
Source:: Amazon AWS