Contact block: Wait - Amazon Connect

Contact block: Wait

Contact flow types

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

  • Inbound contact flow

  • Customer Queue flow

Description

  • Use this block in chat contact flows only. If a contact stops responding to a chat, this block pauses the contact flow for the specified wait time.

  • If this block is triggered during a voice conversation, the contact is routed down the Error branch.

Properties

It has two properties:

  • Timeout: Run this branch if the customer hasn't sent a message after a specified amount of time. Maximum is 24 hours.

  • 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 contact 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:

Scenarios

See these topics for scenarios that use this block: