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Enable smart default guides for after contact work - Amazon Connect Customer
Flow schema

Enable smart default guides for after contact work

Connect Customer provides a default step-by-step guide for after contact work (ACW) that automatically launches when an agent enters the ACW state. The guide shows wrap-up tasks in the agent workspace, such as disposition codes, contact summaries, and follow-up actions. You don't need to configure it.

New Connect Customer instances created after May 8, 2026 automatically include the smart default guide. For existing instances, you can enable this capability by importing the default flow and configuring it to use the AWS managed view.

To enable smart default guides on an existing instance

  1. Copy the flow schema (JSON) provided in Flow schema.

  2. Save the JSON as a .json file.

  3. In the Connect Customer admin workspace, choose Routing, Flows.

  4. Choose Create flow, then choose Import flow and upload the copied JSON schema as a file.

  5. Open the imported flow in the flow designer.

  6. Choose the Show view block to open its properties.

  7. Under View, choose the AWS managed view After Contact Work, even if a view name already appears.

  8. Save and publish the flow.

  9. Open the inbound contact flow that handles the contacts you want to enable ACW guides for.

  10. Add or configure a Set event flow block that references the sample after contact work flow you imported in the previous steps.

  11. Save and publish the inbound contact flow.

After you publish the flow, agents see the ACW guide when they enter ACW on contacts that use that flow. The guide includes disposition code capture, contact summary review, and follow-up tracking. You can customize the flow or view content to match your organization's specific wrap-up requirements.

Flow schema


{
  "Version": "2019-10-30",
  "StartAction": "e4b91d3f-dda6-4ec8-b51a-57bc96e88c52",
  "Metadata": {
    "entryPointPosition": { "x": 40, "y": 40 },
    "ActionMetadata": {
      "e4b91d3f-dda6-4ec8-b51a-57bc96e88c52": {
        "position": { "x": 181.6, "y": 29.6 },
        "parameters": {
          "ViewResource": { "Id": { "displayName": "After Contact Work" } },
          "InvocationTimeLimitSeconds": { "unit": 1 }
        }
      },
      "Save collected data to the current contact": { "position": { "x": 492, "y": 72 }, "isFriendlyName": true, "dynamicParams": [] },
      "Save collected data to the related contact": { "position": { "x": 705.6, "y": 72 }, "isFriendlyName": true, "dynamicParams": [] },
      "06a44c9e-c7dd-4f05-8ac0-f2221bb155d5": { "position": { "x": 776.8, "y": 313.6 } },
      "6f30b2d7-0f15-44b5-8236-3012afa746b3": { "position": { "x": 473.6, "y": 384.8 } },
      "930a4e8d-8727-4783-b23a-4c896387a052": { "position": { "x": 1266.4, "y": 102.4 } }
    },
    "Annotations": [
      {
        "type": "default",
        "id": "835afeaa-9359-40f2-abdd-dfd4d7c89651",
        "content": "This block will render a view in the agent workspace for users to collect information during after contact work.",
        "actionId": "e4b91d3f-dda6-4ec8-b51a-57bc96e88c52",
        "isFolded": true,
        "position": { "x": 240.5, "y": 378 },
        "size": { "height": 295, "width": 300 }
      }
    ],
    "name": "Sample after contact work flow",
    "description": "Sample flow to show guides in after contact work.",
    "type": "contactFlow",
    "status": "PUBLISHED",
    "hash": {}
  },
  "Actions": [
    {
      "Parameters": {
        "ViewResource": { "Id": "arn:aws:connect:eu-central-1:aws:view/after-contact-work:1" },
        "InvocationTimeLimitSeconds": "480",
        "ViewData": {
          "CustomerName": "Jane Doe",
          "Example_Label": "example.com",
          "PhoneNumber": "(555) 555-0100",
          "AdditionalNotes_DefaultValue": "Additional contact details...",
          "AdditionalNotes_Header_Description": "Add any extra information that may be helpful for future reference.",
          "AdditionalNotes_Header_Title": "Additional Notes",
          "Category_DefaultValue": "Support",
          "ContactSummary_Header_Description": "Review and confirm the details of this contact.",
          "ContactSummary_Header_Title": "Contact Summary",
          "ContactSummary_DefaultValue": "During this contact, the customer...",
          "ContactWrapUp_Header_Description": "Complete your contact by selecting a disposition code, reviewing the contact summary, and adding any important notes.",
          "ContactWrapUp_Header_Title": "Contact Wrap-up",
          "Disposition_Header_Description": "Classify this customer interaction.",
          "Disposition_Header_Title": "Disposition codes",
          "Driver_DefaultValue": "Billing inquiries",
          "Example_Url": "https://example.com",
          "Satisfaction_DefaultValue": "Very Satisfied",
          "FollowUp_DefaultValue": "No",
          "Resolved_DefaultValue": "Yes"
        }
      },
      "Identifier": "e4b91d3f-dda6-4ec8-b51a-57bc96e88c52",
      "Type": "ShowView",
      "Transitions": { "NextAction": "6f30b2d7-0f15-44b5-8236-3012afa746b3", "Conditions": [ { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "Condition": { "Operator": "Equals", "Operands": ["Cancel"] } }, { "NextAction": "Save collected data to the current contact", "Condition": { "Operator": "Equals", "Operands": ["Submit"] } } ], "Errors": [ { "NextAction": "6f30b2d7-0f15-44b5-8236-3012afa746b3", "ErrorType": "NoMatchingCondition" }, { "NextAction": "6f30b2d7-0f15-44b5-8236-3012afa746b3", "ErrorType": "NoMatchingError" }, { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "ErrorType": "TimeLimitExceeded" } ] }
    },
    { "Parameters": { "Attributes": { "Category": "$.Views.ViewResultData.Category.0", "Driver": "$.Views.ViewResultData.Driver.0", "Satisfaction": "$.Views.ViewResultData.Satisfaction.0", "FollowUp": "$.Views.ViewResultData.FollowUp.0", "Resolved": "$.Views.ViewResultData.Resolved.0", "ModifiedSummary": "$.Views.ViewResultData.ModifiedSummary", "ContactNotes": "$.Views.ViewResultData.ContactNotes" }, "TargetContact": "Current" }, "Identifier": "Save collected data to the current contact", "Type": "UpdateContactAttributes", "Transitions": { "NextAction": "Save collected data to the related contact", "Errors": [ { "NextAction": "06a44c9e-c7dd-4f05-8ac0-f2221bb155d5", "ErrorType": "NoMatchingError" } ] } },
    { "Parameters": { "Attributes": { "Category": "$.Views.ViewResultData.Category.0", "Driver": "$.Views.ViewResultData.Driver.0", "Satisfaction": "$.Views.ViewResultData.Satisfaction.0", "FollowUp": "$.Views.ViewResultData.FollowUp.0", "Resolved": "$.Views.ViewResultData.Resolved.0", "ModifiedSummary": "$.Views.ViewResultData.ModifiedSummary", "ContactNotes": "$.Views.ViewResultData.ContactNotes" }, "TargetContact": "Related" }, "Identifier": "Save collected data to the related contact", "Type": "UpdateContactAttributes", "Transitions": { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "Errors": [ { "NextAction": "06a44c9e-c7dd-4f05-8ac0-f2221bb155d5", "ErrorType": "NoMatchingError" } ] } },
    { "Parameters": { "SkipWhenDTMFBufferEnabled": "false", "Text": "There was an error saving the data as contact attributes" }, "Identifier": "06a44c9e-c7dd-4f05-8ac0-f2221bb155d5", "Type": "MessageParticipant", "Transitions": { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "Errors": [ { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "ErrorType": "NoMatchingError" } ] } },
    { "Parameters": { "SkipWhenDTMFBufferEnabled": "false", "Text": "We're sorry, an error occurred with the ShowView block" }, "Identifier": "6f30b2d7-0f15-44b5-8236-3012afa746b3", "Type": "MessageParticipant", "Transitions": { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "Errors": [ { "NextAction": "930a4e8d-8727-4783-b23a-4c896387a052", "ErrorType": "NoMatchingError" } ] } },
    { "Parameters": {}, "Identifier": "930a4e8d-8727-4783-b23a-4c896387a052", "Type": "DisconnectParticipant", "Transitions": {} }
  ]
}