Contact Block Definitions - Amazon Connect

Contact Block Definitions

You create contact flows in the contact flow designer using contact blocks. Drag and drop contact blocks onto a canvas to arrange a contact flow.

The following table lists all available contact blocks that you can use. Choose the links in the Block column for more information.

Block Description

Call Phone Number

Initiates an outbound call from an outbound whisper flow.

Change Routing Priority / Age

Changes the priority of the contact in queue. You may want to do this, for example, based on the contact's issue or other variable.

Check Contact Attributes

Checks the values of contact attributes.

Check Hours of Operation

Checks whether the contact is occurring within or outside of the hours of operation defined for the queue.

Check Queue Status

Checks the status of the queue based on specified conditions.

Check Staffing

Checks the current working queue, or queue you specify in the block, for whether agents are available, staffed, or online. Staffed availability could be on call, or after contact work status.

Disconnect / Hang Up

Terminates a customer contact.

Distribute by Percentage

Routes customers randomly based on a percentage.

End Flow / Resume

Ends the current flow without disconnecting the contact.

Get Customer Input

Branches based on customer intent.

Get Queue Metrics

Retrieves real-time metrics about queues and agents in your contact center and returns them as attributes.

Hold Customer or Agent

Places a customer or agent on or off hold.

Invoke AWS Lambda Function

Calls AWS Lambda, optionally returns key-value pairs.

Loop

Loops through, or repeats, the Looping branch for the number of loops specified.

Loop Prompts

Loops a sequence of prompts while a customer or agent is on hold or in queue.

Play Prompt

Plays an interruptible audio prompt, delivers a text-to-speech message, or delivers a chat response.

Set Callback Number

Sets a callback number.

Set Contact Attributes

Stores key-value pairs as contact attributes.

Set Customer Queue Flow

Specifies the flow to invoke when a customer is transferred to a queue.

Set Disconnect Flow

Sets the flow to run when the agent disconnects from the chat.

Set Hold Flow

Links from one contact flow type to another.

Set Recording Behavior

Sets options for recording conversations.

Set Voice

Sets the text-to-speech (TTS) language and voice to be used in the contact flow.

Set Whisper Flow

Overrides the default whisper by linking to a whisper flow.

Set Working Queue

Specifies the queue to be used when Transfer to queue is invoked.

Start Media Streaming

Starts capturing customer audio for a contact.

Stop Media Streaming

Stops capturing customer audio after it is started with a Start media streaming block.

Store Customer Input

Stores numerical input to a contact attribute.

Transfer to Agent

Transfers the customer to an agent.

Transfer to Flow

Transfers the customer to another contact flow.

Transfer to Phone Number

Transfers the customer to a phone number external to your instance.

Transfer to Queue

In most contact flows, this block ends the current contact flow and places the customer in queue. When used in a customer queue flow, this block transfers a contact already in a queue to another queue.

Wait

Pauses the contact flow.