Sample interruptible queue flow with callback - Amazon Connect

Sample interruptible queue flow with callback


This topic explains a sample flow that is included with Amazon Connect. For information about locating the sample flows in your instance, see Sample flows.

Type: Customer queue

This flow shows you how to manage what the customer experiences while in queue. It uses Check contact attributes to determine if the customer is contacting you by phone or chat, and to route them accordingly.

If the channel is chat, the customer is transferred to the Loop prompts.

If the channel is voice, the customer hears a looping audio that interrupts every 30 seconds to give them two options from the Get customer input block:

  1. The customer can press 1 to enter a callback number. Then the Get customer input block prompts the customer for their phone number. Then the flow ends.

  2. Press 2 ends the flow, and the customer remains in the queue.