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Attributes are the only memory the next system gets — Ecosystem

Glossary

Contact flow The visual program a contact runs. The JSON form is the flow language.
Flow module A published, reusable piece of a flow. Invoke module runs it. Return ends it. Default quota is 200 modules.
Contact attribute A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them.
Customer queue flow The interruptible flow that runs while the customer waits, before an agent joins.

Mind map

Open the Contact flows mind map

Sister technologies

The flow is the product the caller hears. A missing error branch is a dropped call.

Config and troubleshooting

Asking the customer for an account number and never storing it.

AWS::Connect::ContactFlow stores the flow-language document in Content. Type CONTACT_FLOW is the inbound flow. Build the JSON in the flow lab, then paste it here.

AWS::Connect::ContactFlow Flow language

CloudFormation study snippet

Resources:
  OrderStatus:
    Type: AWS::Connect::ContactFlow
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: OrderStatus
      Type: CONTACT_FLOW
      Content: '{"Version":"2019-10-30","StartAction":"a1","Actions":[{"Identifier":"a1","Type":"MessageParticipant","Parameters":{"Text":"Thanks for calling."},"Transitions":{"NextAction":"a2","Errors":[],"Conditions":[]}},{"Identifier":"a2","Type":"DisconnectParticipant","Parameters":{},"Transitions":{}}]}'

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10
Connect Customer Flow language - Amazon Connect AWS docs. last checked 2026-10
Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10
Interactive voice response - Wikipedia Wikipedia. last checked 2026-10

sources.json