Description Contact types How to configure this block Send an SMS (text message)Send a WhatsApp message Send an email Voice call How to set From dynamically with Lambda Add contact attributes to voice dials Reference the dialed contact ID in the campaign flow

Send communication

Important

Before using this block, make sure you completed channel configuration including claimed phone numbers for agent assisted voice or automated voice, claim a phone number or originating identity in AWS End User Messaging SMS and then import the number into Amazon Connect for SMS or WhatsApp, and enabled email at Amazon Connect instance. For instructions, see Set up SMS messaging, Enable email campaigns.

Description

Use this block to send communications through channels such as voice, SMS, WhatsApp, or email. Before using this block, ensure channel setup is complete:

Voice: Claim phone numbers for automated or agent-assisted calls.
SMS / WhatsApp: Claim numbers or originating identities in AWS End User Messaging, then import them into Connect.
Email: Enable email campaigns in your Connect instance.

Example use cases

Send onboarding, appointment reminder, or promotional messages.
Trigger fallback logic to reach a customer on another channel when a prior attempt fails.

Contact types

Contact type	Supported?
Voice	Yes
SMS	Yes
WhatsApp	Yes
Email	Yes
Custom channel	Yes, through Custom action

How to configure this block

You configure the Send communication block in one of two ways:

Amazon Connect admin website: Open the block in the journey flow designer and set its properties on the block's properties page. The available properties depend on the channel you send on. For the fields shared across channels, see Common properties. For channel-specific fields, see Send an SMS (text message), Send an email, and Voice call.
Flow language: Define the block programmatically with the SendCommunication action in your flow's JSON. The action parameters map to the same properties described in the following sections.

Common properties

Property	Description
From	Select the originating phone number or email address claimed for your instance. You can set this value manually or dynamically using an attribute.
Message template (non-voice)	Choose a predefined template for SMS, WhatsApp, or email.
Template alias / version	Select a specific version or alias of the message template.
Store outbound communication	Optionally save the outbound message ID in flow attributes for delivery tracking.
Dial criteria (voice)	Specify dialing behavior or targeting logic for voice calls.
Engagement preference (voice)	Define how to prioritize multiple contact numbers per customer.

Send an SMS (text message)

Configure the following properties on the page to send an SMS message:

From: The phone number that the message is to be sent from. The dropdown menu shows a list of phone numbers that are claimed for your Amazon Connect instance.
- Set manually: Use the dropdown menu to select a phone number claimed for your Amazon Connect instance.
- Set dynamically: Enter an attribute based on a Namespace and Key that points to the ARN of a phone number claimed for your Amazon Connect instance.
Message template: Use the dropdown menu to choose from a list of SMS templates. You can choose one template to be sent to the customer.
Template alias or version: Use the dropdown menu to choose a different SMS template alias or version.
Store outbound communication: You can choose to store outbound communication in flow attributes. By saving the outbound message ID in a flow attribute, you can track its delivery status.

Send a WhatsApp message

Configure the following properties on the page to send a WhatsApp message:

From: The phone number that the message is to be sent from. The dropdown menu shows a list of WhatsApp numbers that are imported into your Amazon Connect instance.
- Set manually: Use the dropdown menu to select a WhatsApp number imported into your Amazon Connect instance.
- Set dynamically: Enter an attribute based on a Namespace and Key that points to the ARN of a WhatsApp number imported into your Amazon Connect instance.
Message template: Use the dropdown menu to choose from a list of WhatsApp templates. You can choose one template to be sent to the customer.
Template alias or version: Use the dropdown menu to choose a different WhatsApp template alias or version.
Store outbound communication: You can choose to store outbound communication in flow attributes. By saving the outbound message ID in a flow attribute, you can track its delivery status.

Send an email

Configure the following properties on the page to send an email message:

From: The email address that the message is to be sent from. The dropdown menu shows a list of email addresses that are configured for your Amazon Connect instance.
- Set manually: Use the dropdown menu to select an email address configured for your Amazon Connect instance.
- Set dynamically: Enter an attribute based on a Namespace and Key that points to an email address configured for your Amazon Connect instance.
Display name: Personalize how your email address appears to your customers in their inbox.
- Set manually: Enter the display name directly.
- Set dynamically: Enter an attribute based on a Namespace and Key.
Message template: Use the dropdown menu to choose from a list of email templates. You can choose one template to be sent to the customer.
Template alias or version: Use the dropdown menu to choose different email template alias or version.
Store outbound communication: You can choose to store outbound communication in flow attributes. By saving the outbound message ID in a flow attribute, you can track its delivery status.

Voice call

Configure the following properties on the page to use outbound voice channel:

From: The phone number that the voice call is to be made from. The dropdown menu shows a list of phone numbers that are claimed for your Amazon Connect instance.
- Set manually: Use the dropdown menu to select a phone number claimed for your Amazon Connect instance.
- Set dynamically: Enter an attribute based on a Namespace and Key that points to the phone number address (in E.164 format — for example, +12025551234) of a phone number claimed for your Amazon Connect instance. For voice, use the address, not the phone number ARN or ID.
Dial criteria: Configure how the voice call should be handled based on detection criteria. Use the dropdown to choose a segment that the voice call will target for.
Engagement preference: If your contact list includes single account with more than 1 profile, such as joint account holders, and 1 profile could have more than 1 phone number, you can use engagement preference to set contact strategy based on preference.
Store outbound communication: You can choose to store outbound communication in flow attributes. By saving the outbound message ID in a flow attribute, you can track its delivery status.

How to set From dynamically with Lambda

Pricing

Custom action channel and Lambda pricing will apply.

You can use an Invoke Lambda block earlier in the journey flow to determine the source phone number or email address at runtime. The Send communication block then references the returned value dynamically.

How it works

Add a Custom action (Invoke Lambda) block before the Send communication block in your journey flow.
The Lambda function runs and returns a JSON response that includes the source value in a key of your choice. The expected format depends on the channel: for a voice call, return the phone number address in E.164 format; for SMS or WhatsApp, return the phone number ARN; for email, return the email address. For example, for a voice call:
```
{
  "sourcePhoneNumber": "+12025551234"
}
```
The returned value becomes available in the flow at $.LambdaInvocation.ResultData.key. In this example, the value is at $.LambdaInvocation.ResultData.sourcePhoneNumber.
In the Send communication block, set the From field to Set dynamically and reference the Lambda output. Set the Namespace to Lambda invocation and the Key to the field name your Lambda returns.

Your Lambda function can use any logic to determine the source address. Use any field name in the Lambda response, as long as it matches what you specify in the From field's dynamic reference.

Fallback for an unresolved dynamic source

The dynamic source phone number can resolve to a null or empty value at runtime. For example, your Lambda function returns null for a profile's sourcePhoneNumber. In that case, the voice call falls back to the default source phone number set in the journey's telephony channel configuration. If the resolved value is instead a non-empty but invalid phone number (for example, not in E.164 format), the profile is not dialed and is dropped with an error that you can view as an event in your data lake.

Add contact attributes to voice dials

For voice dials, you can attach a set of contact attributes to the dial request in the Send communication block. Connect Customer sets these attributes on the contact that it creates for the dial, so they are available in the outbound voice contact flow and to agents and AI agents.

For example, suppose a campaign calls customers about an item in their cart. With each dial, you can pass the product name and offer code as the Product and OfferCode attributes. You can then use these attributes in the outbound voice contact flow in ways such as the following:

Greet the customer by name, or mention the offer, by using a Play prompt block.
Give the agent the customer's name, product, and offer when the call connects, so the agent can continue the conversation without asking the customer to repeat details. To show these details in a screen pop, launch a step-by-step guide with a Show view block by using a Set event flow block. For more information, see Display contact attributes in the agent workspace.
Give an AI agent the same context by using an AWS Lambda function block to add the attributes to the AI agent session. For more information, see Add customer data to an AI agent session.
Route the call based on the offer, for example to a team of specialists, by using a Check contact attributes block.

Note

Adding contact attributes to a dial request is supported for the voice channel only.

How it works

Each attribute is a key-value pair. The value can be a static string, or a campaign-flow reference such as $.Customer.FirstName or $.FlowAttributes.OfferCode that Connect Customer resolves at dial time. Connect Customer stores the resolved attributes on the created contact, where you reference them as $.Attributes.key in the outbound voice contact flow.

Add attributes in the Send communication block

In the Send communication block, under Pass attribute to contact, enter a Key. Then, for Value, select Set manually or Set dynamically:

Set manually: Enter a value, such as EARNIT or $.FlowAttributes.OfferCode.
Set dynamically: Displays two dropdown lists. Choose a namespace in the first list, and then choose an attribute in the second list. For example, enter the Key FirstName, choose the Customer namespace, and then choose the First name attribute.

The following image shows the Pass attribute to contact options configured to add the attribute OfferCode with the value EARNIT using Set manually.

The Pass attribute to contact panel in the Send communication block, with Key set to OfferCode, Set manually selected, and Value set to EARNIT.

Add attributes by using the API or AWS CLI

If you create the campaign flow by using the API or AWS CLI, add the attributes to the Attributes map under Parameters in the PutDialRequest action. Each entry maps a key to a static value or a reference. For more information, see Create a campaign flow.


{
  "Identifier": "PutDialRequest",
  "Type": "PutDialRequest",
  "Parameters": {
    "Attributes": {
      "OfferCode": "$.FlowAttributes.OfferCode",
      "Product": "Running shoes"
    }
  }
}

Use the attributes in the outbound voice contact flow

In the outbound voice contact flow, reference each attribute as $.Attributes.key. For the preceding example, use $.Attributes.OfferCode and $.Attributes.Product.

Verify the attributes

After a dial, the attributes are persisted on the contact. To confirm them, open the contact on the contact details page and review the User defined attributes section, or call DescribeContact.

Limits and behavior

Adding contact attributes to a dial request is supported for the voice channel only.
Keys can be 1–32,767 characters, using letters, numbers, hyphens (-), and underscores (_).
Values can be up to 32,767 characters, after Connect Customer resolves any dynamic references.
All contact attributes for a contact share a combined limit of 32 KB, including system-managed attributes. For more information, see UpdateContactAttributes.
Avoid the connect_ prefix, which is used for system-managed attributes. If a key that you provide matches a system-managed key, such as connect_customer-profile_profile-id, Connect Customer overwrites your value with the system value.
Static values can't be empty. If a reference can't be resolved at dial time, the attribute is added to the contact with an empty value, and the dial still succeeds.

Reference the dialed contact ID in the campaign flow

After a voice dial, Connect Customer makes the created contact's ID available in the campaign flow as $.OutboundCommunication.Telephony.ContactId. This value is populated for voice contacts, and is null when no contact was created.

Use this contact ID to get details about the call that aren't in the delivery receipt. For example, add a Custom action (Invoke Lambda) block after the Send communication block, and have your Lambda function call DescribeContact with the contact ID. You can then branch the campaign flow based on how the call was handled, such as which agent took the call.

Pricing

Custom action channel and Lambda pricing will apply when you use a Custom action (Invoke Lambda) block.

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Document Conventions

Journey flow block definitions

Set attributes