Flow block: Wait - Amazon Connect

Flow block: Wait

Description

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 (Timeout 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?

Voice

No - Error branch

Chat

Yes

Task

Yes - It always branches to Time Expired or Error. It never branches to Bot participant disconnected or Participant not found. The Participant Type setting does not affect this behavior.

Flow types

You can use this block in the following flow types:

  • Inbound flow

  • Customer Queue flow

Properties

The following image shows the Properties page of the Wait block. It is configured pause the flow for 5 hours.


                    The properties page of the Wait block.

It has the following properties:

  • Participant Type: Runs the Wait block for the specified participant type.

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

    • Manually set timeout: You can provide the Number and Units.

    • Dynamically set timeout: The unit of measurement is in seconds.

  • Customer return: Route the contact down 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. This optional branch is available only when Participant Type = Default.

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

The following image shows an example of what this block looks like when it is configured with Participant Type = Default. It has the following branches: Time Expired and Error.


                    A configured Wait block.

The following image shows an example of what this block looks like when it is configured with Participant Type = Bot. It has the following branches: Bot participant disconnected, Participant not found, Time Expired, and Error.


                    A configured Wait block.
  1. Bot participant disconnected: The custom participant, such as a third-party bot, has successfully disconnected to the contact.

  2. Participant not found: No custom participant was found to be associated to the contact.

  3. Time Expired: The timeout specified has lapsed before the custom participant disconnected.

Sample flows

Amazon Connect includes a set of sample flows. For instructions that explain how to access the sample flows in the flow designer, see Sample flows. Following are topics that describe the sample flows which include this block.

Scenarios

See these topics for scenarios that use this block: