Set up contact transfers in Amazon Connect
Amazon Connect enables you to set up different kinds of transfers:
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Agent-to-agent transfers: For example, if you want agents to be able to transfer calls or tasks to other agents.
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Transfers to a specific agent: For example, if you want to route contacts to the last agent the customer interacted with, or route contacts to agents who have specific responsibilities.
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Transfers to queues: For example, if you want to transfer the contact to a sales, support, or escalation queue. To do this, create a queue quick connect. This works with voice, chat, and task contacts.
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Transfers to phone numbers: For example, if you want to transfer the contact to a phone number, such as an on-call pager. To do this, create an phone number quick connect.
Overview of steps
To set up call transfers and quick connects
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Choose a flow type based on what you want to do: Transfer to agent or Transfer to queue. Phone number transfers do not require a specific type of contact flow.
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Create and publish the flow.
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Create a quick connect for the type of transfer to enable: Agent, Queue, or Phone number.
When you create the Agent or Queue quick connect, select a flow that matches the type of transfer to enable. Phone number quick connects require only a phone number, and do not allow you to set a queue or flow.
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Add the quick connect that you created to any queue used in a flow for which to enable contact transfer, such as the queue used in the flow for incoming contacts.
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Make sure the queue is in a routing profile assigned to the agents who transfers contacts.
