Supported channels for contact blocks - Amazon Connect

Supported channels for contact blocks

The following table lists all available contact blocks, and whether they support routing a contact through the specified channels.

Block Voice Chat Task

Call phone number

Yes

No - Error branch

No - Error branch

Change routing priority / age

Yes

No

Yes

Check call progress

Yes

No - Error branch

No - Error branch

Check contact attributes

Yes

Yes

Yes

Check hours of operation

Yes

Yes

Yes

Check queue status

Yes

Yes

Yes

Check Voice ID

Yes

No - Error branch

No - Error branch

Check staffing

Yes

Yes

Yes

Create task

Yes

Yes

Yes

Customer profiles

Yes

Yes

Yes

Disconnect / hang up

Yes

Yes

Yes

Distribute by percentage

Yes

Yes

Yes

End flow / Resume

Yes

Yes

Yes

Get customer input

Yes

Yes when Amazon Lex is used

Otherwise, No - Error branch

Yes

Get queue metrics

Yes

Yes

Yes

Hold customer or agent

Yes

No - Error branch

No - Error branch

Invoke AWS Lambda function

Yes

Yes

Yes

Invoke module

Yes

Yes

Yes

Loop

Yes

Yes

Yes

Loop prompts

Yes

Yes

No - Error branch

Play prompt

Yes

Yes

No - takes the Okay branch, but it has no effect

Set callback number

Yes

No - Error branch

No - Error branch

Set contact attributes

Yes

Yes

Yes

Set customer queue flow

Yes

Yes

Yes

Set disconnect flow

Yes

Yes

Yes

Set hold flow

Yes

No - Error branch

No - Error branch

Set logging behavior

Yes

Yes

Yes

Set recording and analytics behavior

Yes

Yes

No - Error branch

Set Voice ID

Yes

No - Error branch

No - Error branch

Set voice

Yes

No - Success branch

No - Success branch

Set whisper flow

Yes

Yes

Yes

Set working queue

Yes

Yes

Yes

Start media streaming

Yes

No - Error branch

No - Error branch

Stop media streaming

Yes

No - Error branch

No - Error branch

Store customer input

Yes

No - Error branch

No - Error branch

Transfer to agent (beta)

Yes

No - Error branch

No - Error branch

Transfer to flow

Yes

Yes

Yes

Transfer to phone number

Yes

No - Error branch

No - Error branch

Transfer to queue

Yes

Yes

Yes

Wait

No - Error branch

Yes

Yes