Amazon Connect quotas Customer Profiles quotas Cases quotas Outbound campaigns quotas Voice ID quotas Wisdom quotas Feature specifications Contact Lens for Amazon Connect feature specifications Amazon Connect Rules feature specifications How contacts are counted Countries you can call Amazon Connect API throttling quotas Amazon Connect Participant Service API throttling quotas Amazon Connect Contact Lens Service API throttling quotas Amazon Connect Cases API throttling quotas (Preview)Amazon Connect Voice ID Service API throttling quotas

Amazon Connect service quotas

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

Your AWS account has default quotas, formerly referred to as limits, for each AWS service.

To request a quota increase, see Requesting a quota increase in the Service Quotas User Guide. If the quota is not yet available in Service Quotas, use the Amazon Connect service quotas increase form. You must be signed in to your AWS account to access the form.

Considerations

You must create your instance before you can request a service quota increase.
It can take up to a few weeks to increase your service quota. If you're increasing your quotas as part of a larger project, be sure to add this time to your plan.
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.
This documentation describes the default quotas for new accounts. Because the quotas have been adjusted over time, the default values for your account might be different than the default values described here.

Amazon Connect quotas

Name	Default	Adjustable
AWS Lambda functions per instance	35	Yes
Agent status per instance	50	No
Amazon Connect instances per account	2	Yes
Amazon Lex bots per instance	70	No
Amazon Lex V2 bot aliases per instance	100	Yes
Concurrent active calls per instance	10 For more information, see How contacts are counted.	Yes
Concurrent active chats per instance	100 This includes chats that are waiting. If this quota is exceeded, the API call fails with a quota exceeded error.	Yes
Concurrent active tasks per instance	2500 concurrent active tasks All tasks that have not yet ended are considered active and are counted as concurrent tasks: tasks that are being routed in flows, waiting in a queue for an agent, being handled by agents, or being run in After Contact Work (ACW).	Yes
Flows per instance	100	Yes
Hours of operation per instance	100	Yes
Maximum duration that a task can be scheduled in future	6 days	No
Modules per instance	200	No
Phone numbers per instance	5 It's possible to get an error message that "You've reached the limit of Phone Numbers," even if it's the first time you've claimed a phone number. All the issues that cause this error message require help from AWS Support to resolve.	Yes
Prompts per instance	500	Yes
Queues per instance	50	Yes
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: Escalation queue Voice, Escalation queue Chat, and BasicQueue Voice. This counts three towards the service limit of 50.	Yes
Quick connects per instance	100	Yes
Rate of API requests	See Amazon Connect API throttling quotas.	Yes
Reports per instance	2000 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.	Yes
Routing profiles per instance	100	Yes
Scheduled reports per instance	50	Yes
Security profiles per instance	100	Yes
Task templates per instance	50	No
Task template customized fields per instance	50	No
User hierarchy groups per instance	500 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 500 hierarchy groups, which would reach the quota for your instance.	Yes
Users per instance	500	Yes

Amazon Connect Customer Profiles service quotas

Name	Default	Adjustable
Amazon Connect Customer Profiles domains count	100	Yes
Keys per object type	10	Yes
Maximum expiration in days	1,096 (3 years) This is the expiration of objects and profiles.	Yes
Maximum number of integrations	50	Yes
Maximum size of all objects for a profile	50MB	Yes
Object and profile maximum size	250KB	No
Object types per domain	100	Yes
Objects per profile	1000 This is the maximum number of objects that can be attached to a profile.	Yes
Maximum number of Identity Resolution Jobs each week for a domain	3	No
Maximum number of consolidation rules in an Identity Resolution Job	10	No
Maximum number of attributes in each consolidation rule	20	No

Amazon Connect Cases service quotas (Preview)

For this preview release, please contact AWS Support for any changes to Case quotas.

Name	Default
Cases domains per AWS account	2
Fields in a Cases domain	50
Field options per single-select field in the Cases domain	100
Layouts in a Cases domain	25
Templates in a Cases domain	25
Related items that can be attached to a case	50
Case fields per case template	30 (cannot be increased)

Outbound campaigns quotas

Name	Default	Adjustable
Amazon Connect campaigns	25	Yes

Amazon Connect Voice ID service quotas

Item	Default quotas
Domains	3 This quota applies per account.
Concurrent active sessions per domain	50 See the following table for information about how to derive your Concurrent active sessions quota based on your Amazon Connect call volume.
Maximum number of fraudsters per domain	500
Maximum number of speakers per domain	100,000
Active Batch Speaker Enrollment Jobs per domain	1
Active Batch Fraudster Registration Jobs per domain	1
Speakers per Batch Speaker Enrollment Job	10,000
Fraudsters per Batch Fraudster Registration Job	500

Derive Concurrent active sessions based on your Amazon Connect call volume

Use the information in the following table to derive your quota for Voice ID Concurrent active sessions per domain. Base your quota on the number of voice calls handled by your Amazon Connect contact center where Voice ID is enabled.

Amazon Connect Voice Contacts (Calls)/Hour*	Voice ID Concurrent active sessions
1,000	50
5,000	250
10,000	500
20,000	1,000
50,000	2,500

*For the calculations in the preceding table, we assume a fairly uniform distribution of calls during the hour. If you have more complex traffic patterns, contact AWS Support with details about your anticipated traffic pattern.

Amazon Connect Wisdom service quotas

Item	Default quotas
Assistants	5
Knowledge bases	10
Maximum size of a knowledge base	5GB per knowledge base
Content per knowledge base	10,000
Maximum size per document	1MB
RateLimit for all APIs	50TPS

Feature specifications

The following table lists feature specifications.

Note

Feature specifications cannot be increased.

Item	Feature Specification
Maximum size of a real-time metrics report	200KB
File types supported for chat attachments	.csv, .doc, .docx, .jpeg, .jpg, .pdf, .png, .ppt, .pptx, .txt, .wav, .xls, .xlsx
Max file size for a chat attachment	20MB
Attachments per chat conversation	35
People who can listen in on the same agent call at the same time	5 For example, you can have a group of 5 people listen in to a call at the same time, and then a different group of 5 people listen in to a different call at the same time, and so on.
Quick connects you can assign to a queue	700
Participants on a conference call	6 The participants are the customer, agent, and others who can be agents or external third-parties.
Contact record retention	24 months from the time the associated contact was initiated. You can choose to stream contact records to Kinesis so you can manage retention and perform advanced analysis.
Max size of the contact record attributes section	32KB
Active chats per agent	10
Total duration per chat	Up to 7 days, including wait time The default is 25 hours. You configure the chat duration using StartChatContact API and add the `ChatDurationInMinutes` parameter. Minimum configurable chat duration is 1 hour (60 minutes). Maximum configurable chat duration is 7 days (10,080 minutes).
Characters per chat message	1024
Open websocket connections per chat participant	5
Chat Amazon Lex bot integration timeout	6 seconds The maximum time within which the Amazon Lex bot must respond to the chat customer's prompt.
Task templates per instance	50
Task template customized fields per instance	50
Maximum duration of a task	7 days
Maximum number of transfers for a task	11 transfers
Maximum number of linked tasks on an existing contact	11
Limit on creating and deleting instances	100 instances can be created or deleted in 30 days Amazon Connect enforces a limit on the total number of instances that you can create and delete in 30 days. If you exceed this limit, you will get an error message indicating there has been an excessive number of attempts at creating or deleting instances. You must wait 30 days before you can restart creating and deleting instances in your account. For example, if you create 80 instances and delete 20 over the course of 30 days, you must wait an additional 30 days before you can create or delete any more instances. If you create and delete the same instance 100 times in 30 days, the limit also applies.

Contact Lens for Amazon Connect feature specifications

To request changes to the following specifications, use the Amazon Connect service quotas increase form. You must be signed in to your AWS account to access the form.

Item	Feature Specification
Concurrent real-time calls with analytics	50 100 for US East (N. Virginia)
Concurrent post-call analytics jobs	200 See the following table for information about how to derive your concurrent post-call analytics jobs based on your Amazon Connect call volume.
Custom vocabularies	20
Contact Lens rules	200

Derive Concurrent post-call analytics jobs based on your Amazon Connect call volume

A post-call analytics job is kicked off after the completion of each call with Contact Lens enabled. The time to complete a post-call analytics job is about 40% of the call length. To calculate concurrent post-call analytics jobs, use the following formula:

(average call duration in minutes) * (0.4) * (calls per hour) / (60)

The following table shows some examples.

Average call duration (in minutes)	Calls per hour*	Approximate Concurrent post-call jobs
5	1000	33
10	500	33
10	1000	67
10	3000	200

Amazon Connect Rules feature specifications

The following table lists feature specifications.

Note

Feature specifications cannot be increased.

Item	Feature Specification
Published rules per instance	200
Draft rules per instance	50
Conditions in a rule	20

Condition type	Number of entries or selections	Post-call	Real-time
Words or phrases - Exact match	100	Yes	Yes
Words or phrases - Semantic match	4	Yes	Not supported
Words or phrases - Pattern match	100	Yes	Yes
Queue condition	100	Yes	Yes
Agent condition	100	Yes	Yes
Custom attributes	5	Yes	Yes
Sentiment - Time period	5	Yes	Yes
Sentiment - Entire contact	5	Yes	Not supported
Interruptions	5	Yes	Not supported
Non-talk time	5	Yes	Not supported

How contacts are counted

The following contacts are counted:

Handled by a flow
Waiting in queue
Handled by an agent
Outbound call

The following contacts are not counted:

Callbacks waiting in a callback queue are not counted until the callback is offered to an available agent.
External transfers

If the quota for concurrent active calls per instance is exceeded, contacts get a reorder tone (also known as a fast busy tone), which indicates that there is no available transmission path to the called number.

You can calculate your configured quota using CloudWatch metrics. For instructions, see Use CloudWatch metrics to calculate concurrent call quota.

If you're only taking calls you can also determine your concurrent calls quota by editing a queue and entering an exceptionally large number for the contact limit. The resulting error message displays your quota for concurrent calls. For example, in the following image, it shows the call quota for that instance is 9.

Countries you can call

The Region where your instance is created determines which countries you can call by default.

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.

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