Amazon Connect service quotas

All service quotas can be adjusted/increased unless otherwise noted.

• To submit a service quota increase, use the Amazon Connect service quotas increase form. You must be signed in to your AWS account to access the form.

• Use the same form to submit a request to port your US phone number from your current carrier to Amazon Connect. For more information about porting phone numbers, see Port your current phone number.

Item	Default quotas for new accounts created February, 2020 or later. Learn more
AWS Lambda functions per instance	35
Agent status per instance	50 This quota cannot be increased.
Amazon Connect instances per account	2
Amazon Lex bots per instance	50
Concurrent calls per instance	10 If this quota is exceeded, contacts will get a reorder tone (also known as a fast busy tone), which indicates no transmission path to the called number is available. Tip You can calculate your configured quota using CloudWatch metrics. For instructions, see Use CloudWatch metrics to calculate concurrent call quota. Or, edit a queue and enter an exceptionally large number for the contact limit. The resulting error message will display your quota. For example, in the following image, it shows the quota for that instance is 99.
Concurrent chats per instance	100 This includes chats that are waiting. If this quota is exceeded, the API call fails with a quota exceeded error.
Contact flows per instance	100
Hours of operation per instance	100
Phone numbers per instance	5
Prompts per instance	500
Queues per instance	50
Queues per routing profile per instance	50 This quota refers to number of queue/channel combinations per routing profile. For example, in the following image there are two queues, but there are three queue-channel combinations: BasicQueue-Voice, BasicQueue-Chat, and Queue10-Voice. This counts three towards the service limit of 50.
Quick connects per instance	100
Rate of API requests	See Amazon Connect API throttling quotas.
Reports per instance	500 Personal saved reports count towards the reports per instance. For example, if one of your supervisors saves a report every day, it will count towards your overall number of saved reports per instance. As a best practice, we recommend you implement policies so reports don't pile up.
Routing profiles per instance	100
Scheduled reports per instance	50
Security profiles per instance	100
User hierarchy groups per instance	250 This quota applies to the total number of hierarchy groups you have, across all levels. There is no feature limit for how many hierarchy groups you can have for each level. For example, one level could have 250 hierarchy groups, which would reach the quota for your instance.
Users per instance	500

Note

Amazon Connect is not available to customers in India using Amazon Web Services through Amazon Internet Services Pvt. Ltd (AISPL). You will receive an error message if you try to create an instance in Amazon Connect.

About default quotas

The preceding table provides the default quotas for new Amazon Connect accounts as of February 2020. Because the quotas have been adjusted over time, the quotas in place for your account may be different than the quotas described here.

Feature specifications

The following table lists feature specifications. They cannot be increased.

Item	Feature Specification
People who can listen in on the same agent call at one time	5
Contact Trace Record retention	24 months from the time the associated contact was initiated. You can choose to stream CTRs to Kinesis so you can manage retention and perform advanced analysis.
Max size of the CTR attributes section	32KB
Active chats per agent	5
Total duration per chat	25 hours, including wait time
Characters per chat message	1024

Countries you can call

You can place calls to the following countries when you create a new instance.

If you already have an instance, the countries that you are allowed to call may be different that those listed in the following table because we have changed the service quotas over time.

Item	Default quota
Country code allow list for Outbound Calls	Submit a service quota increase request to allow calling to additional countries, or to limit the countries that you can call from. You must be signed in to your AWS account to access the form. For a list of all the countries available for outbound calling, see Amazon Connect pricing. Australia Canada China Germany Hong Kong Israel Japan Mexico Singapore Sweden United States United Kingdom †

† UK numbers with a 447 prefix are not allowed by default. Before you can dial these UK mobile numbers, you must submit a service quota increase request.

Amazon Connect API throttling quotas

Amazon Connect throttling quotas are by account, not by user and not by instance. For example:

• If different IAM users from the same account make requests, they are sharing a throttle bucket.

• If multiple requests are sent from different instances from the same account, they are also sharing a throttle bucket.

When you use the Amazon Connect Service API , the number of requests per second is limited to the following:

• For the GetMetricData and GetCurrentMetricData operations, a RateLimit of 5 requests per second, and a BurstLimit of 8 requests per second.

• For all other operations, a RateLimit of 2 requests per second, and a BurstLimit of 5 requests per second.

Amazon Connect Participant Service API throttling quotas

For the Amazon Connect Participant Service, the quotas are by instance.

When you use the Amazon Connect Participant Service API, the number of requests per second is limited to the following:

• CreateParticipantConnection: a RateLimit of 6 requests per second, and a BurstLimit of 9 requests per second.

• DisconnectParticipant: a RateLimit of 3 requests per second, and a BurstLimit of 5 requests per second.

• GetTranscript: a RateLimit of 8 requests per second, and a BurstLimit of 12 requests per second.

• SendEvent and SendMessage: a RateLimit of 10 requests per second, and a BurstLimit of 15 requests per second.