AWS Amazon Connect
Browse all Amazonaws APIs★ Only Publicly Available OpenAPI DocumentCommunicationsVoice 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.
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. 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.
Install Jentic One Beta
Connect the Amazon Connect to your agent
Jentic One is a self-hosted execution layer for AI agents. It lets your agent call the Amazon Connect, or any other public or private API you need. You set the rules, the agent never sees your credentials, and every call is logged.
Two steps, two machines. Install the instance in a safe environment, then register your agent from wherever it runs.
1
Step 1: Jentic One Host machine
# On the machine that will host your Jentic One instance:
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh2
Step 2: Agent machine
# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh
jentic register # connects your agent to your Jentic One instanceJentic One is in public beta. The setup above keeps your agent separate from the instance, which is what you want before using real credentials: an agent running as the same OS user as Jentic One can read its stored keys directly. Just evaluating? A single local install is fine to start. See the secure deployment guide for the tiers.
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
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
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
POST
/contact-flows/{InstanceId}
Create a contact flow
PUT
/instance/{InstanceId}/lex-bot
Associate a Lex bot with the instance
Why 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.
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.
GET STARTED