Contact block: Loop prompts - Amazon Connect

Contact block: Loop prompts

Description

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

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes

Task

No - Error branch

Contact flow types

You can use this block in the following contact flow types:

  • Customer Queue flow

  • Customer Hold flow

  • Agent Hold flow

Properties

How the Interrupt option works

Let's say you have multiple prompts and you set Interrupt to 60 seconds. Following is what will happen:

  • The block plays prompts in the order that they are listed for the entirety of the prompt length.

  • If the combined play time for the prompts is 75 seconds, after 60 seconds the prompt is interrupted and reset to the 0 second point again.

  • It's possible your customers would never hear potentionally important information that is supposed to play after 60 seconds.

This scenario is especially possible when using the default audio prompts that Amazon Connect provides since these audio prompts can be as long as 4 minutes.

Configuration tips

  • When Loop prompts is used in a Queue flow, audio playback can be interrupted with a flow at preset times.

  • Always use an interruption period that's greater than 20 seconds. This is the amount of time an available agent has to accept the contact. If the interruption period is less than 20 seconds, you might get contacts going down the Error branch. This is because Amazon Connect doesn't support dequeuing the customer when they are being routed to an active agent and are in the 20 second window to join.

  • The internal counter for the loop is persisted for the call, not the contact flow. If you reuse the contact flow during a call, the loop counter isn't reset.

  • If this block is triggered during a chat conversation, the contact is routed down the Error branch.

  • Some existing contact flows have a version of the Loop prompts block that doesn't have an Error branch. In this case, a chat contact stops execution of the customer queue flow. The chat is routed when the next agent becomes available.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block:

Scenarios

See these topics for scenarios that use this block: