# Accept incoming contacts with Amazon Connect Customer Profiles
When a call or chat is connected to your Contact Control Panel (CCP), Amazon Connect Customer Profiles, in the same browser window, automatically populates the customer profile that may match the incoming phone number for a voice interaction and *Name* for a chat interaction.
**Tip**
You can change autopopulation behavior if you wish. For more information, see [ Use contact attributes to autopopulate customer profiles](https://docs.aws.amazon.com/connect/latest/adminguide/auto-pop-customer-profile.html).
Before agents can access customer profiles, the Amazon Connect administrator must enable the Customer Profiles feature, grant agents the appropriate permissions, and integrate Customer Profiles into your agent workspace. For more information, see [Enable Customer Profiles for your Amazon Connect instance](enable-customer-profiles.md).
**Topics**
+ [Auto-populate the customer profile](#example1-select-customer-profile)
+ [Accept incoming contact, no customer profile found](#example2-select-customer-profile)
+ [Search when not on contact](#example3-select-customer-profile)
+ [Autopopulate results in multiple profiles found](#example4-autopop-multiple-customer-profiles)
+ [Create a new customer profile](ag-cp-create.md)
+ [Search for a customer profile in the agent workspace](ag-cp-search.md)
## Example 1: Auto-populate the customer profile
As soon as Amazon Connect Customer Profiles matches the phone number (voice) or customer name (chat) with an existing customer profile, it automatically displays the profile even though you may not have accepted the contact yet.
The following image shows what your Contact Control Panel (CCP) may look like when there's an incoming chat. A customer profile has been found that matches the customer, and Amazon Connect is loading the data.
![\[The Customer profile tab, incoming chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-incoming-chat-example1.png)
This next example shows what it might look like after you've accepted and joined the chat, and Amazon Connect displays the customer's profile. In this case, Amazon Connect found the customer's profile based on their email address. If this were a voice call, by default Amazon Connect would match the customer's profile based on their phone number. Your IT department can [customize](auto-pop-customer-profile.md) this behavior to search for the profile based on other information about the contact.
![\[The Customer profile tab, accepted chat, associate button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-choose-profile-example1.png)
+ Choose **Associate** to associate the contact record of the current contact with the customer profile, and then choose **Confirm**.
![\[The confirm association message, the confirm button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-choose-profile-example1a.png)
+ If you choose **Associate** by mistake, you can continue to browse other customer profiles, and associate the contact with a different customer profile. Or, if you have been [assigned Create permission](assign-security-profile-customer-profile.md), you can create a new profile.
You can associate a contact with customer profile multiple times during an interaction, including during After Contact Work (ACW) time. Only the most recent association remains, before you clear the contact.
## Example 2: Accept incoming contact, no customer profile found
If no results are returned when a call or chat comes in, do the following:
1. Search for the customer's profile using any search key available in the search drop down menu. For example: phone, name, email, account id, or any [custom search terms](https://docs.aws.amazon.com/connect/latest/adminguide/create-object-type-mapping.html#step2-how-to-map-attributes) you specify. For example, if you have *Social security number* (SSN) defined as one of your identifiers, SSN will automatically be available as a search term for agents to use in the Agent Workspace.
![\[The SSN search option in the drop down.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-ssn.png)
![\[Example of an SSN in the search box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-ssn-2.png)
1. If no customer profile is found, [create a new profile](ag-cp-create.md) for the contact. The only required information is first name.
In the following image, the agent searched for **John Doe**. No matches were found so they chose **Create profile**.
![\[The Customer profile tab, create profile option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-no-profiles-found.png)
## Example 3: Search when not on contact
When there are no incoming contacts, you can search for customer profiles using any search key available in search drop down menu. For example, phone, name, email, or account id. For example, you might want to use this time to search for previous contacts, or completing a profile.
![\[The Customer profile tab, the search box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-not-connected-example4.png)
## Example 4: Autopopulate results in multiple profiles found
In some cases, multiple profiles may be returned for the same call or chat. Use the profile information to verify the customer's identity. For example, ask the customer to verify their email address or account number, and then associate the contact with the right customer profile. Agents can also ask customers for additional information they can use in search and identify the right profile in order to associate it to the interaction.
![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-1.png)
![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-2.png)
![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-3.png)
![\[Autopopulated results in multiple profiles for the same call or chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example4-autopop-cp-4.png)
# Create a new customer profile in the Amazon Connect agent workspace
Let's say you're on a chat and there's no customer profile for the contact. You can create a new customer profile for them.
1. Choose **Create profile**.
![\[The Customer profile tab, the create profile option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-no-profiles-found.png)
1. Choose **This is the current connected customer**. This tells Amazon Connect to link the customer profile to the contact ID for the current customer.
If you don't select this check box, the profile isn't associated with the current contact. This is useful when a contact is calling from someone else's number.
Enter information in the required boxes, and then choose **Save**.
**Tip**
Agents can use any of these customer Identifiers in the Agent Workspace to find the profile that belongs to the customer on the interaction.
![\[The create profile page, the check box for This is the current connected customer.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-create-profile-detail.png)
1. You'll receive a verification page that the contact has been created.
![\[A message that the profile saved successfully.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-create-profile-success.png)
1. You can continue the conversation with the customer.
# Search for a customer profile in the agent workspace
Even when you're not on a contact you can search customer profiles. This is helpful in cases where, for example, you want to return to a customer profile.
1. In the **Search** box, select the key you wish to use to search for a profile and enter the value you wish to search with. For example, you can select *phone* from the drop down menu and enter `206-555-2322` in the input field to search.
![\[The Customer profile tab, the search box.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/customer-profiles-search-not-connected.png)
![\[Search box displaying an example of a phone number.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/app-search-phone-value.png)
1. If more than one result is returned, you can review the profile information to identify the contact that you want.
![\[At any time agents can search for customer profiles by phone number, name, email, Account ID, or profile ID.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/anytime-agents-search-cp.png)
**Tip**
You can enter a search term without having to select an attribute for phone number, name, email, Account ID, or profile ID. The agent workspace will automatically detect the values type and run a search for matching profiles.
Searching for Profiles in the agent workspace will return profiles that match your exact search value.