Flow block definitions in the flow designer in Amazon Connect

Use flow blocks to create flows in the flow designer. Drag flow blocks and drop them onto a canvas to arrange a flow.

The following table lists all available flow blocks that you can use. Choose any block name in the Block column for more information.

Block	Description
Amazon Q in Connect	Associates an Amazon Q in Connect domain to a contact to enable real-time recommendations.
Authenticate Customer	Enables the customer to authenticate by leveraging Amazon Cognito and Amazon Connect Customer Profiles.
Call phone number	Initiates an outbound call from an outbound whisper flow.
Cases	Gets, updates, and creates cases.
Change routing priority / age	Changes the priority of the contact in queue. You may want to do this, for example, based on the contact's issue or other variable.
Check call progress	Engages with the output provided by an answering machine, and provides branches to route the contact accordingly. This block works with outbound campaigns only.
Check contact attributes	Checks the values of contact attributes.
Check hours of operation	Checks whether the contact is occurring within or outside of the hours of operation defined for the queue.
Check queue status	Checks the status of the queue based on specified conditions.
Check Voice ID	Branches based on the enrollment status, voice authentication status, or status of detection of fraudsters in a watchlist of the caller returned by Voice ID.
Check staffing	Checks the current working queue, or queue you specify in the block, for whether agents are available, staffed, or online. Staffed availability could be on call, or after contact work status.
Create persistent contact association	Specify an attribute to create a persistent contact association, enabling conversations to continue from where they left off.
Create task	Creates a new task, sets the tasks attributes, and initiates a contact flow to start the task. To learn more about Amazon Connect Tasks, see The task channel in Amazon Connect.
Customer profiles	Enables you to retrieve, create, and update a customer profile.
Disconnect / hang up	Disconnects a contact.
Distribute by percentage	Routes customers randomly based on a percentage.
End flow / Resume	Ends the current flow without disconnecting the contact.
Get customer input	Branches based on customer intent.
Get queue metrics	Retrieves real-time metrics about queues and agents in your contact center and returns them as attributes.
Hold customer or agent	Places a customer or agent on or off hold.
Invoke AWS Lambda function	Calls AWS Lambda, optionally returns key-value pairs.
Invoke module	Calls a published module.
Loop	Loops through, or repeats, the Looping branch for the number of loops specified.
Loop prompts	Loops a sequence of prompts while a customer or agent is on hold or in queue.
Play prompt	Plays an interruptible audio prompt, delivers a text-to-speech message, or delivers a chat response.
Resume contact	Resumes a contact from a paused state.
Return (from module)	Exits the flow module after it has run successfully.
Send message	Sends a message to your customer based on a template or custom message you specify.
Set callback number	Sets a callback number.
Set contact attributes	Stores key-value pairs as contact attributes.
Customize the name of a block	Allows you to specify custom names for your flow blocks.
Set customer queue flow	Specifies the flow to invoke when a customer is transferred to a queue.
Set disconnect flow	Sets the flow to run after a disconnect event.
Set event flow	Specifies which flow to run during a contact event.
Set hold flow	Links from one flow type to another.
Set logging behavior	Enables flow logs so you can track events as contacts interact with flows.
Set routing criteria	Sets routing criteria on contacts of any channel, such as Voice, Chat, and Task, to define how the contact should be routed within its queue. A routing criteria is a sequence of one or more routing steps.
Set Voice ID	When the call is connected to a flow, sends audio to Amazon Connect Voice ID to verify the caller's identity and match against fraudsters on a watch list.
Set recording and analytics behavior	Sets options for recording conversations.
Set voice	Sets the text-to-speech (TTS) language and voice to be used in the flow.
Set whisper flow	Overrides the default whisper by linking to a whisper flow.
Set working queue	Specifies the queue to be used when Transfer to queue is invoked.
Show view	Configures UI based workflows that you can surface to users in front end applications.
Start media streaming	Starts capturing customer audio for a contact.
Stop media streaming	Stops capturing customer audio after it is started with a Start media streaming block.
Store customer input	Stores numerical input to a contact attribute.
Transfer to agent (beta)	Transfers the customer to an agent.
Transfer to flow	Transfers the customer to another flow.
Transfer to phone number	Transfers the customer to a phone number external to your instance.
Transfer to queue	In most flows, this block ends the current flow and places the customer in queue. When used in a customer queue flow, this block transfers a contact already in a queue to another queue.
Wait	Pauses the flow.

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Document Conventions

Sample secure customer data entry input in a call with no contact center agent

Supported channels for flow blocks in Amazon Connect