Default customer queue flow in Amazon Connect: queue message and music
This default flow is played when a customer is placed in a queue.
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The loop has a one-time voice prompt:
Thank you for calling. Your call is very important to us and will be answered in the order it was received.
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It plays queue music in .wav format that's been uploaded to the Amazon Connect instance.
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The customer remains in this loop until their call is answered by an agent.
Change the default message a customer hears when they are put in queue
The following steps show how to change the default message customers hear when they are put in a queue to wait for the next available agent.
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On the navigation menu, choose Routing, Flows.
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On the Flows page, choose Default customer queue, as shown in the following image.
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To customize the message, choose the Loop prompts block to open the properties page.
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Use the dropdown box to either choose different music, or set to Text to Speech and then type a message to be played,
For example, the following image shows the message "Thank you for calling. Did you know you can reset your own password at the login page? Choose Reset now, and following the prompts."
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Choose Save at the bottom of the properties page.
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Choose Publish. Amazon Connect starts playing the new message almost immediately (it may take a few moments for it to fully take effect).
