Add support for concurrency cross channel behaviour #44750

its2shar · 2025-10-21T13:49:22Z

Rollback Plan

If a change needs to be reverted, we will publish an updated version of the library.

Changes to Security Controls

Are there any changes to security controls (access controls, encryption, logging) in this pull request? If so, explain.

Description

Add cross-channel behavior support to aws_connect_routing_profile resource and data source

Relations

Closes #35018

References

https://docs.aws.amazon.com/connect/latest/APIReference/API_CreateRoutingProfile.html
https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateRoutingProfileConcurrency.html

Output from Acceptance Testing

% make t K=connect T=TestAccConnect_serial/RoutingProfile/crossChannelBehavior
make: Verifying source code with gofmt...
==> Checking that code complies with gofmt requirements...
make: Running acceptance tests on branch: 🌿 r/aws_connect_routing_profile 🌿...
TF_ACC=1 go1.24.8 test ./internal/service/connect/... -v -count 1 -parallel 20 -run='TestAccConnect_serial/RoutingProfile/crossChannelBehavior'  -timeout 360m -vet=off
2025/10/21 19:08:59 Creating Terraform AWS Provider (SDKv2-style)...
2025/10/21 19:08:59 Initializing Terraform AWS Provider (SDKv2-style)...
=== RUN   TestAccConnect_serial
=== PAUSE TestAccConnect_serial
=== CONT  TestAccConnect_serial
=== RUN   TestAccConnect_serial/RoutingProfile
=== RUN   TestAccConnect_serial/RoutingProfile/crossChannelBehavior
--- PASS: TestAccConnect_serial (186.41s)
    --- PASS: TestAccConnect_serial/RoutingProfile (186.41s)
        --- PASS: TestAccConnect_serial/RoutingProfile/crossChannelBehavior (186.41s)
PASS
ok      github.com/hashicorp/terraform-provider-aws/internal/service/connect    191.755s

github-actions · 2025-10-21T13:49:41Z

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jar-b · 2025-10-21T14:43:48Z

internal/service/connect/routing_profile.go

+						"behaviour": {
+							Type:             schema.TypeString,
+							Optional:         true,
+							Default:          string(awstypes.BehaviorTypeRouteAnyChannel),


Rather than set a provider-side default, we can set this as optional and computed and inherit the AWS default as a read-only value.

https://hashicorp.github.io/terraform-provider-aws/data-handling-and-conversion/#default-values

jar-b · 2025-10-21T14:48:04Z

internal/service/connect/routing_profile.go

 							Required:     true,
 							ValidateFunc: validation.IntBetween(1, 10),
 						},
+						"behaviour": {


To match the AWS API, this should be a list nested block (MaxItems: 1) with a single string attribute inside.

cross_channel_behavior { behavior_type = "" }

jar-b · 2025-10-21T14:49:05Z

internal/service/connect/routing_profile_data_source.go

 							Type:     schema.TypeInt,
 							Computed: true,
 						},
+						"behaviour": {


Same as above - the shape of this attribute should match the AWS API.

jar-b · 2025-10-21T14:49:48Z

.changelog/44750.txt

@@ -0,0 +1,3 @@
+```release-note:enhancement
+resource/aws_connect_routing_profile: Add behaviour support to media_concurrencies block


New argument additions typically use the following pattern:

Suggested change

resource/aws_connect_routing_profile: Add behaviour support to media_concurrencies block

resource/aws_connect_routing_profile: Add `media_concurrencies.cross_channel_behavior` argument

Also, there should be a corresponding changelog entry for the data source.

jar-b · 2025-10-21T14:55:16Z

internal/service/connect/routing_profile_test.go

+  default_outbound_queue_id = aws_connect_queue.default_outbound_queue.queue_id
+  description               = "Test cross-channel behavior - %[2]s"
+
+  %[3]s


Embedding variable blocks of HCL like this can make the configuration difficult to reason about when debugging. Although more text is required, explicitly writing out the media_concurrencies blocks in separate config helpers makes the comparison between steps easier to understand.

jar-b · 2025-10-28T14:02:25Z

internal/service/connect/routing_profile.go

+		if v, ok := tfMap["cross_channel_behavior"].([]any); ok && len(v) > 0 {
+			crossChannelBehaviorMap := v[0].(map[string]any)
+			apiObject.CrossChannelBehavior = &awstypes.CrossChannelBehavior{
+				BehaviorType: awstypes.BehaviorType(crossChannelBehaviorMap["behavior_type"].(string)),
+			}
+		}


This can be moved into it's own, distinct expander expandCrossChannelBehavior.

Each flatten/expander is typically only responsible for one level of attributes. Because cross_channel_behavior is a nested list, we can split that out into it's own expand function which gets called from here. This helps keep the function body of each individual flex function compact, even for large nested structures.

jar-b · 2025-10-28T14:04:56Z

internal/service/connect/routing_profile.go

+		channel := string(apiObject.Channel)
+		if apiObject.CrossChannelBehavior != nil {
+			if len(configList) == 0 || configuredBehaviors[channel] {
+				tfMap["cross_channel_behavior"] = []map[string]any{
+					{
+						"behavior_type": string(apiObject.CrossChannelBehavior.BehaviorType),
+					},
+				}
+			}
+		}


This can be a separate flattener.

jar-b · 2025-10-28T14:08:21Z

internal/service/connect/routing_profile.go

 }

-func flattenMediaConcurrencies(apiObjects []awstypes.MediaConcurrency) []any {
+func flattenMediaConcurrencies(apiObjects []awstypes.MediaConcurrency, configList ...[]any) []any {


Is there a reason the configured values are now passed in here? I'm not quite following why it is being used below.

jar-b · 2025-10-28T14:10:18Z

internal/service/connect/routing_profile_test.go

+					resource.TestCheckTypeSetElemNestedAttrs(resourceName, "media_concurrencies.*", map[string]string{
+						"channel":     string(awstypes.ChannelVoice),
+						"concurrency": "1",
+					}),


This check should also verify the AWS server-side default for cross_channel_behavior is being written to state as expected.

jar-b · 2025-10-28T14:13:22Z

website/docs/r/connect_routing_profile.html.markdown

+### Cross-Channel Behavior
+
+The `cross_channel_behavior` block in `media_concurrencies` controls how Amazon Connect routes contacts across different channels:
+
+- `ROUTE_ANY_CHANNEL` (default): Allows agents to receive contacts from any channel, regardless of the channel they are currently handling.
+- `ROUTE_CURRENT_CHANNEL_ONLY`: Restricts agents to receive contacts only from the channel they are currently handling.
+
+This feature enables fine-grained control over agent workload distribution and helps optimize contact center operations.


This block seems redundant with the argument reference below. If any of the additional details are necessary they can be included in the argument descriptions instead.

Add support for concurrency cross channel behaviour

9612658

its2shar requested a review from a team as a code owner October 21, 2025 13:49

Add support for concurrency cross channel behaviour

1fda119

jar-b reviewed Oct 21, 2025

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jar-b added the rnd-ind-provider rnd-ind-provider label Oct 27, 2025

Add support for concurrency cross channel behaviour

2392e03

jar-b reviewed Oct 28, 2025

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		@@ -0,0 +1,3 @@
		```release-note:enhancement
		resource/aws_connect_routing_profile: Add behaviour support to media_concurrencies block

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its2shar commented Oct 21, 2025

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Output from Acceptance Testing

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github-actions bot commented Oct 21, 2025

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