Supported channels for flow blocks in Amazon Connect

PDFRSS

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

Block	Voice	Chat	Task	Email
Amazon Q in Connect	Yes	Yes	No - Error branch	Yes
Authenticate Customer	No - Error branch	Yes	No - Error branch	No - Error branch
Call phone number	Yes	No - Error branch	No - Error branch	No - Error branch
Cases	Yes	Yes	Yes	Yes
Change routing priority / age	Yes	Yes	Yes	Yes
Check call progress	Yes	No - Error branch	No - Error branch	No - Error branch
Check contact attributes	Yes	Yes	Yes	Yes
Check hours of operation	Yes	Yes	Yes	Yes
Check queue status	Yes	Yes	Yes	Yes
Check Voice ID	Yes	No - Error branch	No - Error branch	No - Error branch
Check staffing	Yes	Yes	Yes	Yes
Contact tags	Yes	Yes	Yes	Yes
Create persistent contact association	No - Error branch	Yes	No - Error branch	No - Error branch
Create task	Yes	Yes	Yes	Yes
Customer profiles	Yes	Yes	Yes	Yes
Disconnect / hang up	Yes	Yes	Yes	Yes
Distribute by percentage	Yes	Yes	Yes	Yes
End flow / Resume	Yes	Yes	Yes	Yes
Get customer input	Yes	Yes when Amazon Lex is used Otherwise, No - Error branch	Yes	Yes
Get queue metrics	Yes	Yes	Yes	Yes
Hold customer or agent	Yes	No - Error branch	No - Error branch	No - Error branch
Invoke AWS Lambda function	Yes	Yes	Yes	Yes
Invoke module	Yes	Yes	Yes	Yes
Loop	Yes	Yes	Yes	Yes
Loop prompts	Yes	No - Error branch	No - Error branch	No - Error branch
Play prompt	Yes	Yes	No - takes the Success branch, but it has no effect	No - takes the Success branch, but it has no effect
Resume contact	No - Error branch	No - Error branch	Yes	No - Error branch
Return (from module)	Yes	Yes	Yes	Yes
Set callback number	Yes	No - Error branch	No - Error branch	No - Error branch
Set contact attributes	Yes	Yes	Yes	Yes
Set customer queue flow	Yes	Yes	Yes	Yes
Set disconnect flow	Yes	Yes	Yes	Yes
Set hold flow	Yes	No - Error branch	No - Error branch	No - Error branch
Set logging behavior	Yes	Yes	Yes	Yes
Set recording and analytics behavior	Yes	Yes	No - Error branch	No - Error branch
Set routing criteria	Yes	Yes	Yes	Yes
Set Voice ID	Yes	No - Error branch	No - Error branch	No - Error branch
Set voice	Yes	No - Success branch	No - Success branch	No - Success branch
Set whisper flow	Yes	Yes	Yes	Yes
Set working queue	Yes	Yes	Yes	Yes
Show view	No - Error branch	Yes	No - Error branch	Yes
Start media streaming	Yes	No - Error branch	No - Error branch	No - Error branch
Stop media streaming	Yes	No - Error branch	No - Error branch	No - Error branch
Store customer input	Yes	No - Error branch	No - Error branch	No - Error branch
Transfer to agent (beta)	Yes	No - Error branch	No - Error branch	No - Error branch
Transfer to flow	Yes	Yes	Yes	Yes
Transfer to phone number	Yes	No - Error branch	No - Error branch	No - Error branch
Transfer to queue	Yes	Yes	Yes	Yes
Wait	No - Error branch	Yes	Yes	Yes