Working with nodes

Nodes are the building blocks of a flow in agentic CX designer.

Each node represents a specific action in the conversation, such as sending a message, collecting a user response, calling a Data request, generating AI output, routing to another flow, transforming data, escalating to a human agent, or ending the application session.

A flow is created by placing nodes on the Canvas and connecting them in the order the conversation should follow.

To add a node to the Canvas

1. Open a flow.

2. Select the Add option from the Canvas toolbar, or right-click the Canvas and choose New node.

3. Choose the node type you want to add.

4. Place the node on the Canvas.

5. Connect it to the appropriate previous or next node.

6. Save the flow.

Every flow includes a Start node. Connect the Start node to the first node in your flow so the conversation knows where to begin.

Connecting nodes

Nodes are connected through paths. A node may have one path or multiple paths depending on what can happen after the node runs.

To connect nodes

1. Select a node path.

2. Drag the connector line to the next node.

3. Release to connect the path.

Connected lines show the direction of the conversation. You can also stack nodes together by dragging one node above or below another. When stacked, the path turns into an arrow that shows the conversation direction.

To disconnect nodes, select the connecting line or move a stacked node away from the group.

Node side panel

Selecting a node opens its side panel.

The side panel lets you configure that node's messages, settings, paths, tools, variables, and added functionality. The available options depend on the node type.

Every node has a non-editable node ID that can be referenced across the workspace. To view the node ID, open the three-dot menu in the upper-right corner of the node side panel.

Node messages

Many nodes can send messages to the user.

To add a message

1. Select a node.

2. Choose Add message from the side panel.

3. Enter the message text.

4. Save the flow.

You can add multiple messages to a single node. This breaks longer responses into smaller messages, which can make the experience easier to read in chat or hear in voice.

To insert a variable or dynamic value into a message, type { in the message field and choose from the available placeholders.

Examples:

• {System.utterance}

• {CustomerProfile.firstName}

• {Reservation.confirmationNumber}

• {SelectedDate}

If a slot does not appear in the placeholder menu, confirm that the slot is attached to the flow. If a Data request value does not appear, confirm that the response model is configured and that list values are processed appropriately.

Node functionality

Select Add functionality from the node side panel to add supported enhancements.

Available functionality includes:

Analytics tags	Marks a node with system or custom tags to track user paths.
Live Sync	Triggers a Live Sync action for bidirectional web conversations.
Modality	Adds a rich interaction, such as a carousel or date input. Available for Basic, User choice, User input, Generative Journey, and Live Sync nodes. Works with the Touchpoint SDK to render.
Node payload	Triggers custom behaviors or passes custom data in the response using key-value pairs.
State modifications	Applies a state change to variables during the conversation.
Voice settings	Overrides the selected voice settings for that node. Read below for details.

Note that not every functionality option is available for every node type.

Use node-level Voice settings selectively. For example, you might enable interruption at the start of the conversation then disable interruption for an important compliance message downstream, or enable DTMF input when collecting a numeric value by keypad.

Voice settings include two groups: Speech and DTMF.

Speech setting	What it controls
Allow interruption	Lets the caller talk over the message. ON by default unless toggled OFF.
Allow speech input	Lets the caller answer by speaking.
Voice start timeout	Controls how long the application waits for the user to start talking after the message.
Voice end timeout	Controls how long a pause must last before the application decides the user has finished talking.
Maximum utterance length	Controls the maximum amount of time the user can keep speaking.

DTMF setting	What it controls
Allow DTMF input	Lets the user answer using the keypad.
DTMF deletion key	Defines the key the user presses to clear all digits they entered.
DTMF end key	Defines the key the user presses to submit immediately instead of waiting for timeout.
DTMF end timeout	Controls how long to wait after the user's last key press.
DTMF maximum digits	Controls the maximum number of keys the user can press.

Each node defaults to the name of its node type. Rename nodes to make large flows easier to understand.

To rename a node

1. Select the node.

2. Click the node name in the side panel.

3. Enter a clear name.

4. Save the flow.

Color labels can help visually organize the Canvas.

To recolor a node

1. Right-click the node.

2. Select Change color.

3. Choose a color.

4. Save the flow.

Use color consistently across your workspace, such as one color for API calls, one for user inputs, one for error handling, and one for escalation.

Start node

The Start node is the beginning point of every flow or flow page.

It is created automatically and cannot be edited. Connect the Start node to the first node that should run when the flow begins.

Connects to the first node in the flow.

Basic node

A Basic node sends a message or acts as a state processing step between other nodes.

Use Basic nodes to:

• Greet the user

• Confirm an action

• Explain what happens next

• Add a progress message

• Clear or update variables with state modifications

• Create a simple recovery message before retrying a step

A Basic node is often used before or after nodes that do not send their own message.

Connects to the next node in the flow.

Exit application node

The Exit application node ends the conversation session.

Use this node when the application has completed its task and should stop the active chat or voice session. It provides a clear explicit ending point for the flow.

Use Exit application when:

• The user's task is complete

• The user chooses to end the conversation

• A voice or chat session should close after a final message

User input node

A User input node listens for an open-ended user response.

Use User input when the user should describe what they need in their own words. The application can then attempt to recognize the user's intent and route accordingly.

Use User input nodes to:

• Ask what the user needs help with

• Capture an open-ended response

• Collect freeform text that will be evaluated downstream

• Support broad navigation from a menu-like question

Common pattern:

1. Ask the user what they need help with.

2. Use User input to capture the user's response.

3. If a flow is recognized, connect to a Redirect node.

4. If no flow is recognized, connect to a clarification or Unknown path.

Flow recognition depends on the flows attached to the application and the routing descriptions configured for those flows. You can connect both pathways to the same node if simply using the system variable {System.utterance} downstream for evaluation.

Flow recognized	The user's utterance matched a flow attached to the application.
No flow recognized	The user's utterance did not match a supported flow.

User choice node

A User choice node asks the user to provide or select a specific value.

Use User choice when the application needs a structured answer, such as a date, yes/no response, category, option, or value returned from a Data request.

Use User choice nodes to:

• Ask a yes/no question

• Ask the user to choose from custom slot values

• Capture a built-in slot such as date, time, email, or number

• Present options returned from a Data request

• Route based on the selected value

A User choice node can resolve values from:

• Custom slots attached to the flow

• Built-in slots attached to the flow

• Data request list responses

If the node uses values from a Data request, call the Data request before the User choice node.

Match	The user's response matched the assigned source.
No match	The user's response did not match the assigned source and did not match the routing description of another eligible flow.
Value paths	Optional paths that correspond to individual custom slot values.

A User choice node also participates in application-level flow routing.

When a user responds, agentic CX designer evaluates the response in the following order:

1. Slot or source match. The application first checks whether the response matches an available slot value or other configured source (via a data request) for the node.

2. Flow routing. If there is no match, the application checks flows that have routing enabled and an AI description configured. If the user's response matches one of those flow descriptions, the conversation automatically redirects to that flow.

3. No match. If the response matches neither the User choice source nor an eligible flow, the node follows its No match path.

Data request node

A Data request node calls a configured Data request during the conversation.

Use this node when the flow needs to send or retrieve data from an external system at a specific point in the conversation.

Use Data request nodes to:

• Retrieve customer profile details

• Check appointment availability

• Look up an order or ticket status

• Submit a form or request

• Send a confirmation message

• Update an external record

Place Data request nodes before any downstream nodes that need to use the returned data.

After the request succeeds, reference returned values by typing { in supported fields and choosing the Data request output.

Success	The request completed successfully.
Failure	The request failed or could not connect as configured.
Timeout	The request did not respond before the timeout.
In progress	Optional path used while the request is still resolving to deliver a message. Link path back to the data request.

Knowledge base node

A Knowledge base node retrieves an answer from a knowledge base.

Use this node when the flow should answer a user's question using trusted content from a Q&A or Documents knowledge base.

Use Knowledge base nodes to:

• Answer FAQs

• Provide policy information

• Share instructions or how-to guidance

• Support Unknown behavior

• Ground answers in approved content

Common pattern:

1. Send the user's question to the Knowledge base node.

2. Store the result in an output variable.

3. Connect the Match path to a Basic or User choice node.

4. Reference the answer in the message.

5. Connect No match to clarification, fallback, or escalation.

Match	Relevant knowledge base content was found.
No match	No confident answer was found.
Failure	The knowledge base request failed.
Timeout	The knowledge base request timed out.

Generative text node

A Generative text node uses a large language model to generate a text output during the flow.

Use Generative text when the application needs to create, rewrite, summarize, classify, or format information dynamically.

Use Generative text nodes to:

• Generate a personalized response

• Summarize prior information

• Rewrite text in a specific tone

• Format content for downstream use

The generated output is stored as an output variable and can be referenced downstream using {.

Success	The text was generated successfully.
Failure	The generation failed.
Timeout	The model did not respond before the timeout.

Define node

A Define node creates a local value that can be used later in the same flow.

Use Define nodes when you need to set, format, transform, or name a value without storing it globally as a context variable.

Use Define nodes to:

• Create a temporary value

• Rename a value for easier reference

• Extract part of a date

• Count or format a value

• Prepare a value for a message, condition, or payload

Defined values are local to the flow and do not persist beyond it.

Connects to the next node in the flow.

Transform node

A Transform node reshapes, filters, maps, or sorts data so it can be used later in the flow.

Use Transform nodes when data returned from a Data request, knowledge base, or variable does not match the structure you need.

Use Transform nodes to:

• Filter a list

• Sort items

• Reshape API data

• Map returned values into a modality schema

• Remove unavailable or irrelevant results

• Prepare data for User choice or downstream logic

Transform options include deterministic and generative methods, such as filter, map, generative filter, generative map, morph, and sort.

Connects to the next node in the flow.

Loop node

A Loop node repeats part of a flow or iterates over items in a list.

Use Loop nodes to:

• Limit retry attempts

• Prevent infinite loops

• Iterate over returned List results from a Data request

Loop modes include:

Range	Repeats a path a set number of times.
List	Iterates over values in a list.

Next	Continues through the looped path.
Completed	Runs when the loop has finished or the retry limit is reached.

Be sure to use state modifications with retry loops when a previous value needs to be cleared before the user tries again.

Split node

A Split node routes the conversation based on conditions or chance.

Use Split nodes when the flow should branch based on logic, variables, user responses, or traffic distribution.

Split modes include:

Conditions	Routes based on defined IF statements or generative conditions.
Chance	Randomly distributes users across paths by percentage. Useful for A/B testing.

Condition paths	Runs when a defined condition is met.
Else	Runs when none of the conditions are met.

Use Split nodes to:

• Route by customer type

• Check whether a variable exists

• Branch by channel type

• Evaluate a user's response

• Send users through A/B test paths

• Handle additional slot values after a User choice No match path

Redirect node

A Redirect node sends the user to another flow, another page in the current flow, a recognized flow, or another supported destination.

Use Redirect nodes to:

• Move from one flow to another

• Continue a task in a separate flow

• Route based on recognized intent

• Return to a previous redirect point

• Send control back to a parent application, when supported

If redirecting to another flow, make sure that flow is attached to the application before building and deployment.

Continuation

Optional path used when the redirected flow returns to the current point.

Escalate node

An Escalate node ejects the conversation out of the Escalation path on the Agentic CX block in your contact flow within Amazon Connect Customer.

Use Escalate nodes when:

• The user asks for a human agent

• A business rule requires human handling

• A task cannot be completed by the application

• An API failure requires a human recovery path

You can link to the same Escalate node from multiple places in your agentic CX designer flow.

Continuation

Runs if the conversation returns to the Agentic CX block after escalation in the Connect Customer flow.

Node type summary

Basic	Send a simple message
Exit application	End the conversation session
User choice	Ask the user to choose from options deterministically
User input	Capture intent or a user response deterministically
Data request	Call an external system
Knowledge base	Retrieve an answer from approved content
Generative text	Generate text output
Generative Journey	Complete a multi-step task with tools
Define	Set a temporary value
Transform	Reshape or filter data
Loop	Retry or iterate through items
Split	Branch based on logic or chance
Redirect	Move to another flow
Escalate	Transfer to human support

Agent nodes

Agent nodes use agentic AI to manage flexible goal-based experiences.

Generative Journey	Guide a multi-step conversation, collect information, and call tools such as Data requests, knowledge bases, modalities, or other flows. Learn how to configure a Generative Journey node.
Live Sync	Guide a hands-free web or mobile experience where the agent can converse with the user and coordinate supported frontend actions. Learn how to build a Live Sync experience.