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Ten minutes

  1. What Connect actually depends on — You cannot debug a contact center if you treat AWS as a logo on the invoice.
  2. Flow types are not one canvas — Each flow type only offers the blocks that make sense there. A hold flow is not a place to transfer to a queue and hope.
  3. Queues wait. Profiles decide who is eligible. — A queue with nobody whose profile includes it is a silent parking lot.
  4. Priority, delay, and concurrency — Lower priority number wins. Delay keeps a second team in reserve. Concurrency is how many of each channel an agent holds.
  5. Lambda is a seam, not a place to hide a CRM — The flow will not wait for a slow system of record. Design the function for the timeout you actually have.

Sources and go deeper