Flow block: Set recording and analytics behavior - Amazon Connect

Flow block: Set recording and analytics behavior


Supported channels

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

Channel Supported?






No - Error branch

Flow types

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

  • Inbound flow

  • Customer Queue flow

  • Outbound whisper flow

  • Transfer to Agent flow

  • Transfer to Queue flow


When configuring this block to set up recording behavior, choose as follows:

  • To record voice conversations, choose what you want to record: Agent and Customer, Agent only, or Customer only.

  • To record chat conversations, you need to choose Agent and Customer.

  • To enable monitoring of voice and/or chat conversations, you need to choose Agent and Customer.

For information about using this block to enable Contact Lens, including features such as sensitive data redaction, see Enable Contact Lens for Amazon Connect.

Configuration tips

  • Let's say you have a flow that links to a flow that links to another flow. Each flow might have it's own Set recording behavior block. The last Set recording behavior block overrides the settings of the previous two Set recording behavior blocks.

    For example, you might have a flow with Set recording behavior to record Agent and Customer. But if the next Set recording behavior block is set to Agent only, that block overrides the behavior of the previous block.

  • If an agent puts a customer on hold, the agent is still recorded, but the customer is not.

  • If you want to transfer a contact to another agent or queue, and you want to continue using Contact Lens to collect data, you need to add to the flow another Set recording behavior block with Enable analytics turn on. This is because a transfer generates a second contact ID and contact record. Contact Lens needs to run on that contact record as well.

  • When you enable Contact Lens, the type of flow that the block is in, and where it is placed in the flow, determine whether agents receive the contact summarization transcript, and when they receive it.

    For more information and example use cases that explain how the block affects the agents experience with contact summarization, see Design a flow for call summarization.

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:


See these topics for scenarios that use this block: