Custom contact attributes

Custom Amazon Connect Contact Attributes can be passed through a handoff using either the catch-all attributes input on the block (a JSON object) or named inputs configured per AI Agent. Both routes end up as Amazon Connect Contact Attributes on the resulting chat — the only difference is whether the field appears as a named input in the block or is passed as a JSON object.

When to use each approach

Use named custom fields when:

• The same Contact Attribute is sent on every handoff and you want a labeled input in the block UI.
• You want to map specific AI Agent variables to specific Contact Attribute keys without writing JSON.

Use the attributes JSON field when:

• The set of Contact Attributes varies per conversation or is dynamic.
• You want to keep the block configuration minimal.

Adding custom fields to the block

Adding named custom fields requires a configuration change deployed by your Ada team.

To add custom fields:

Contact your Ada representative and provide the following for each field you want to add:

• Attribute name — the Contact Attribute key that your Amazon Connect Contact Flow expects (e.g. customer_type). This value becomes the Amazon Connect Contact Attribute key sent on the chat — make sure it matches what your Contact Flow expects.
• Display name — the label that will appear in the Amazon Connect block UI (e.g. Customer Type).

Your Ada team will deploy the change. Once deployed, the new custom field inputs appear in the Amazon Connect block in the Ada dashboard.

Using custom fields in the handoff block

After your Ada team confirms the deployment is complete, the new field is available in the block.

To use a custom field in the handoff block:

1. Open the Amazon Connect block (action: Handoff to a human agent) in your handoff answer. The new custom field appears as an optional input, labeled with the display name your Ada team configured.
2. Map an AI Agent variable into the field — for example, one you collected earlier in the conversation.
3. The mapped value is sent to Amazon Connect as a Contact Attribute on the chat, using the attribute name as the key. The Amazon Connect Contact Flow can then reference it (for example, for routing logic) using the attribute name you provided.