Flow block in Amazon Connect: Hold customer or agent
This topic defines the flow block for placing a customer or agent on hold, and resuming the call afterward.
Important
During a video call or screen sharing session, agents are able to see the customer's video or screen share even when the customer is on hold. It is the customer's responsibility to handle PII accordingly. If you want to change this behavior, you can build a custom CCP and communication widget. For more information, see Integrate in-app, web, video calling and screen sharing natively into your mobile application.
Description
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Places a customer or agent on or off hold. This is useful when, for example, you want to put the agent on hold while the customer enters their credit card information.
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If this block is triggered during a chat conversation, the contact is routed down the Error branch.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
Voice |
Yes |
Chat |
No - Error branch |
Task |
No - Error branch |
No - Error branch |
Flow types
You can use this block in the following flow types:
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Inbound flow
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Outbound Whisper flow
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Transfer to Agent flow
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Transfer to Queue flow
Properties
The following image shows the Properties page of the Hold customer or agent block. It shows that the dropdown list has three options: Agent on hold, Customer on hold, and Conference all.
These options are defined as follows:
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Agent on hold = customer is on the call
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Conference all = agent and customer are on the call
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Customer on hold = agent is on the call
Configured block
The following image shows an example of what this block looks like when it is configured. It configured for Agent on hold, and it has two branches: Success and Error.
Samples flows
Sample secure customer data entry input in a call with a contact center agent
