Automatically categorize contacts by matching conversations with natural language statements, or specific words and phrases

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/rules.html

Published

unknown

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

AWS documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Besides categorizing a contact, a rule can generate an EventBridge event, create a task, create a case, send email notifications, or submit an automated evaluation. in context
• A conversational analytics rule can match contacts by four condition types: Words or Phrases - Exact Match, Words or Phrases Pattern Match, Natural Language - Semantic Match, and Words or Phrases - Semantic Match. in context
• Natural Language - Semantic Match conditions, which use generative AI, cannot be used for real-time analysis, and creating rules that use generative AI requires the additional permission Rules - Generative AI. in context
• Rules apply only to new contacts that occur after the rule was added; they cannot be applied to past, stored conversations. in context
• A conversational analytics rule is created for one of five analysis events: post-call analysis, real-time analysis, post-chat analysis, real-time chat analysis, or email analysis. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Automatically categorize contacts by matching conversations with natural language statements, or specific words and phrases. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-contact-lens-rules

BibTeX

@misc{warmtransfer-aws-connect-contact-lens-rules,
  title  = {Automatically categorize contacts by matching conversations with natural language statements, or specific words and phrases},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-contact-lens-rules},
  note   = {Amazon Web Services, accessed 2026-10-01}
}