Fallback is a route, not a failure — Ecosystem

Glossary

• Lex V2 The bot service Get customer input calls. Connect stores intent and slots on the contact.
• Intent What Lex thinks the caller wants. The flow branches on it.
• Slot A value Lex fills, such as an order id. The flow copies it into an attribute.
• Terraform aws_connect_bot_association Attaches a Lex V2 alias to the instance. The flow still has to select that alias.

Mind map

Open the Lex V2 mind map

Sister technologies

Self-service only works if the intent you branch on is the intent Lex actually returned.

Config and troubleshooting

A fallback intent that plays 'I didn't get that' forever.

The bot must be associated with the instance before Get customer input can select it. IntegrationType is LEX_BOT and IntegrationArn is the alias ARN.

IntegrationAssociation Lex in Connect

Resources:
  LexAlias:
    Type: AWS::Connect::IntegrationAssociation
    Properties:
      InstanceId: !GetAtt CampusInstance.Id
      IntegrationType: LEX_BOT
      IntegrationArn: arn:aws:lex:us-west-2:123456789012:bot-alias/BOTID/ALIASID

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.