Flow block: Wait - Amazon Connect

Flow block: Wait


This block pauses the flow for the specified wait time.

For example, if a contact stops responding to a chat, the block pauses the contact flow for the specified wait time, then branches accordingly, such as to disconnect.

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


It has two properties:

  • Timeout: Run this branch if the customer hasn't sent a message after a specified amount of time. Maximum is 7 days.

  • Customer return: Run this branch when the customer returns and sends a message. With this branch you can route the customer to the previous (same) agent, previous (same) queue, or override and set a new working queue or agent.

Configuration tips

You can add multiple Wait blocks to your contact flows. For example:

  • If the customer comes back in 5 minutes, connect them to the same agent. This is because that agent has all of the context.

  • If the customer doesn't come back after 5 minutes, send a text saying "We missed you."

  • If the customer comes back in 12 hours, connect to a flow that puts them in a priority queue. However, it doesn't route them to the same agent.

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: