Amazon Connect feature specifications

24 months from the time the event occurred

.csv, .doc, .docx, .heic, .jfif, .jpeg, .jpg, .mov, .mp4, .pdf, .png, .ppt, .pptx, .rtf, .txt, .wav, .xls, .xlsx

For more information about supported file types for WhatsApp business messaging, see WhatsApp business messaging feature specifications later in this topic.

20MB

For more information about supported file sizes for WhatsApp business messaging, see WhatsApp business messaging feature specifications later in this topic.

60 seconds

200KB

6

For example, you can have a group of 6 participants in the call at the same time. Two supervisors can monitor the call. The two supervisors can do two silent monitor sessions, or one silent monitor and one barge-in session.

The total number of participants on a call would look like this:

3

There can be 3 participants in total:

700

6

The participants are the customer, agent, and others who can be agents or external third-parties.

Contact record retention for all channels and subtypes (voice, email, tasks, and chat, including SMS, WhatsApp, and Apple Messages for Business).

24 months from the time the associated contact was initiated.

You can choose to stream contact records to Kinesis so you can manage retention and perform advanced analysis.

Email addresses per instance

100 email addresses

Email message and attachment retention

This is defined by your S3 lifecycle configuration. For more information, see Managing your storage lifecycle in the Amazon Simple Storage Service User Guide.

Maximum email message body size

5 MB

Maximum email message body plus attachments size

35 MB

Maximum size of the contact record attributes section

32KB

Maximum size of the returned data in a Lambda function

Less than 32KB of UTF-8 data

Limit on creating and deleting instances

100 instances can be created or deleted in 30 days

Amazon Connect enforces a limit on the total number of instances that you can create and delete in 30 days. If you exceed this limit, you will get an error message indicating there has been an excessive number of attempts at creating or deleting instances. You must wait 30 days before you can restart creating and deleting instances in your account.

For example, if you create 80 instances and delete 20 over the course of 30 days, you must wait an additional 30 days before you can create or delete any more instances. If you create and delete the same instance 100 times in 30 days, the limit also applies.

Searchable custom contact attributes

50

Replica instances (created by using the ReplicateInstance API)

5 per account

Traffic distribution groups

8 per replicated instance

35

Active chats per agent

10

6

The participants are the customer, agent, and others who can be agents.

Custom participants (such as a custom bot) on a contact

1

Depends on the number of concurrent chats limit set in the supervisor's routing profile

People who can monitor the same agent chat at the same time regardless of whether the Enable Multi-Party Chats and Enhanced Monitoring for Chat capability is enabled for an instance

5

For example, you can have a group of 5 people monitor a chat at the same time, and then a different group of 5 people monitor a different chat at the same time, and so on.

The total number of participants on the chat would look like this:

Supervisors who can barge in on a chat between an agent and a customer when the Enable Multi-Party Chats and Enhanced Monitoring for Chat capability enabled for an instance

1

Only 1 supervisor can be in barged in mode for a given chat.

Total duration per chat

Up to 7 days, including wait time

Characters per chat message

1024

Open websocket connections per chat participant

5

Chat Amazon Lex bot integration timeout

10 seconds

The maximum time within which the Amazon Lex bot must respond to the chat customer's prompt.

Past chat transcript file size. This applies to persistent chat.

5MB

Past contacts that can be traversed by Amazon Connect chat. This applies to persistent chat.

100

Communications widgets that can be created and customized per instance

20

Task templates per instance

50

Task template customized fields per instance

50

Maximum duration of a task

Default is 7 days, extensible up to 30 days

Maximum number of transfers for a task

11 transfers

Maximum number of linked tasks on an existing contact

11

800

80

500

500

500

5000

20

1GB

1GB

The .csv file can cover up to 13 months.

1GB

250MB

250MB

1GB

500

500

50

200

600

300

10

1800

52

52

650

650

100

1300

250

100

1

1

1

10

The event integration resource is used for task triggers.

1

10

1

10

20

500

500

500

Maximum number of evaluation forms per instance

Historical versions are not counted, only form names are counted.

50

50

100

100

2 (sections can have sub-sections, but sub-sections cannot have sub-sub-sections)

1-128 characters

1-128 characters

1-350 characters

up to 1024 characters

2-256 answer options

1-128 characters

20

15

20

N/A

N/A

N/A

20

N/A

N/A

N/A

20

N/A

N/A

N/A

20

N/A

N/A

N/A

100

Yes

Yes

Yes

4

Yes

Yes

Not supported

100

Yes

Yes

Yes

1

Yes

Yes

No

100

Yes

Yes

Yes

100

Yes

Yes

Yes

5

Yes

Yes

Yes

5

Yes

Yes

Yes

5

Yes

Yes

Not supported

5

Yes

Yes

Not supported

4 hours

Not supported

Yes

Not supported

5 hours

Yes

Not supported

Not supported