Contact Attributes

CX reads a number of Amazon Connect contact attributes to change how an individual interaction behaves — whether it answers automatically, which transfer options the agent sees, which recording controls they get, and more. Set them on the contact in an Amazon Connect contact flow, using a Set contact attributes block, before the contact reaches CX.

Most of these attributes override a default that applies to the whole contact centre and is configured in the NeonNow Admin app. They are useful where a single queue, line or type of interaction needs to behave differently from the rest.

Attribute names are case sensitive and must match exactly. An attribute that is not recognised, or whose value is not one of the accepted values listed below, is ignored: the interaction behaves as though the attribute had not been set, and no error is raised.

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The attributes on this page control how an individual interaction behaves and, for an outbound campaign, what the task is made up of. Attributes that display your own data to the agent are a separate family with their own naming rules — see Displaying Data to Agents.

Interaction Behaviour

Attribute	Accepted Values	What It Does
NEONNOW_CONTACT_AUTO_ANSWER	true, false	Answers an incoming task for the agent, without them selecting Answer.
NEONNOW_CONTACT_END_TASK_WARNING	Any string	Shows the value as a warning to the agent when they try to end the task, giving them the chance to go back. Use it to remind agents of something they must do before closing the interaction.
NEONNOW_CONTACT_SKIP_ACW	true, false	Skips after contact work for this interaction, so the agent is not taken into wrap-up when it ends. See After Contact Work (ACW) and Wrap Codes.
NEONNOW_CONTACT_TASK_PAUSING	ON, OFF	Turns pause and resume on or off for this task, overriding the contact centre setting. Applies to agent tasks and email tasks only. See Task Pausing.
NEONNOW-RELATED_ID	Any string	Tags a call so that its queue and metadata are carried across to the related outbound calls that follow it. See Related Calls.

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NEONNOW-RELATED_ID uses a hyphen after NEONNOW, unlike the other attributes in this group, which use an underscore.

Recording

Attribute	Accepted Values	What It Does
NEONNOW_CALL_RECORDING	ON, OFF, PAUSE, STOP, PAUSE_STOP	Sets which recording controls the agent has on this call, overriding the contact centre default. See Overriding Call Recording Controls.

The value determines what the agent can do with the recording:

• ON — recording controls are enabled, leaving which of them the agent gets to the contact centre setting. The values below name the controls explicitly instead.
• OFF — recording controls are disabled, so the agent can neither pause nor stop the recording.
• PAUSE — the recording can be paused and resumed, but not ended.
• STOP — the recording can be stopped, permanently ending it. A stopped recording cannot be resumed.
• PAUSE_STOP — the recording can be paused, resumed and stopped.

This controls what the agent is allowed to do. Whether the call is recorded at all is set in the contact flow with Amazon Connect's own Set recording and analytics behavior block.

Transfers

Attribute	Accepted Values	What It Does
NEONNOW_CONTACT_HIDE_TRANSFER	One or more of ALL, QUEUE, AGENT, NUMBER, comma separated	Hides transfer options from the agent for this interaction. ALL hides every transfer option, and QUEUE, AGENT and NUMBER hide transfers to a queue, to an agent and to an external number respectively. See Queues and Transfers.
NEONNOW_AVAILABLE_TRANSFER_QUEUE_ARNS	One or more Amazon Connect queue ARNs, comma separated	Restricts the queues the agent can transfer this interaction to. Queue ARNs that are invalid, or that do not match an available queue, are ignored. See Queues and Transfers.
NEONNOW_EXTERNAL_TRANSFER_NUMBER	A phone number	Carries the number the agent entered into a custom external number transfer flow. See External Number Transfer Flow.

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NEONNOW_EXTERNAL_TRANSFER_NUMBER works in the opposite direction to the rest of this page. CX sets it when it hands the transfer to the custom flow, and the flow reads it to place the transfer, so there is no need to set it yourself.

NEONNOW_CONTACT_HIDE_TRANSFER takes a comma-separated list, so several options can be hidden at once: QUEUE,NUMBER hides transfers to a queue and to an external number while leaving transfers to an agent available. Spaces around each value in this attribute are ignored, but a comma is the only separator, so QUEUE NUMBER matches nothing and hides nothing.

Email

Attribute	Accepted Values	What It Does
NEONNOW_DEFAULT_FROM_EMAIL	A single email address	Pre-selects the From address the agent sends this email interaction from, instead of the contact centre default.
NEONNOW_AVAILABLE_FROM_EMAILS	One or more email addresses, comma separated	Restricts the From addresses the agent can choose between on this email interaction.

In NEONNOW_AVAILABLE_FROM_EMAILS, separate the addresses with a comma and nothing else. A space after the comma is treated as part of the address that follows it, so a@acme.com, b@acme.com offers the agent the first address only, with no error to show that the second was dropped.

For the email channel itself, see Email.

Templated Responses

Attribute	Accepted Values	What It Does
CW-NEON-TEMPLATE-QUEUEID	An Amazon Connect queue id	Adds the templates assigned to the queue in the value to those the agent can use on this interaction. The templates for the interaction's own queue stay available as well, so the agent sees both sets. Applies to chat, SMS and email. See Templated Responses.

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This attribute and the outbound campaign attributes are the only CW-NEON names on this page, and neither is part of the display family described in Displaying Data to Agents. What separates them is the underscore: display attributes always have one before the label, as in CW-NEON_AttributeName, and these do not.

Outbound Campaigns

Attribute	Accepted Values	What It Does
CW-NEON-OUTBOUND-CAMPAIGN	Any string	Names the campaign the call belongs to. The agent sees the name as the title of the preview task.
CW-NEON-OUTBOUND-CAMPAIGN-QUEUE-ARN	An Amazon Connect queue ARN	Sets the queue the outbound call is placed from.
CW-NEON-OUTBOUND-CAMPAIGN-DESCRIPTION	Any string	Shows a description alongside the campaign name, giving the agent context before they call.
phone_number	A phone number	Sets the number to call. A number in a valid format, such as +61…, is shown to the agent as click to call.

The campaign name is what marks the task as an outbound campaign preview rather than an ordinary task. The other three fill in what the agent needs to place the call: the number, the queue to call from, and the context for the call.

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phone_number is not specific to campaigns, and unlike the other names on this page it is not matched exactly. It is the phone number attribute described in Attached Data, which is recognised under any permutation of the name — phoneNumber, phone-number, phone_number — and shows a valid number to the agent as click to call.

CRM Screen Pop

Attribute	Accepted Values	What It Does
sf_id	A Salesforce record id	Identifies the record to open for the agent when the interaction arrives.
sf_object	A Salesforce object type	Identifies the type of the record named in sf_id.

Set both on an inbound interaction and that specific record is opened for the agent. Set neither and a search on the caller's number is run instead. See Screenpopping on Inbound Interactions.

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These two attribute names are lower case, as is phone_number above, unlike the rest of this page.

Displaying Data to Agents

Contact attributes can also be shown to the agent in the softphone or workspace, rather than changing how the interaction behaves. That is a separate family of attributes, named with a CW-NEON prefix, where the name controls where the attribute appears and, for a plain text value, what colour it is, and the value controls how it renders.

See Attached Data for the full set of prefixes, the colour options and the attribute values it supports.