Flow block: Resume contact - Amazon Connect

Flow block: Resume contact

Description

  • Resumes a task contact from a paused state. This enables agents to free up an active slot so they can receive more critical tasks when their current task is stalled, for example, because of a missing approval or waiting on an external input.

  • For more information how pausing and resuming tasks works in Amazon Connect, see Concepts: Pause and resume tasks.

Supported channels

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

Channel Supported?

Voice

No - Error branch

Chat

No - Error branch

Task

Yes

Flow types

You can use this block on all flow types.

Properties

The following image shows the Properties page of the Resume contact block.


                    The properties page of the resume contact block.

Configuration tips

When you design a flow to resume unassigned, paused tasks that are dequeued, be sure to add a Transfer to queue block to the flow to queue the task after resuming. Otherwise, the task will stay in a de-queued state.

Configured block

The following image shows an example of what this block looks like when it is configured. It has an Error event branch.


                    A configured Resume contact block.