Connect LabAmazon Connect study

Contact flows

Attributes are the only memory the next system gets

Learn it in 5 minutes

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About five minutes of reading

If it is not an attribute, the CRM, the whisper, and the CTR cannot see it.

Set contact attributes writes strings. Check contact attributes branches on them. Lambda and Lex write them too. Names are case-sensitive in practice. Pick a prefix for your company and do not collide with system attributes.

The screen pop, the case field, and the WFM code all want the same customer id. Write it once, early, before any transfer.

  • System attributes include the queue, the channel, and the customer endpoint.
  • Lex exposes intent and slots. Copy the ones you care about into your own names.
  • A transfer to another flow keeps the contact attributes.
  • A transfer to a phone number leaves Connect. Attributes do not ride the PSTN.

Number on this page: Shape String. Keys and values the next block can read

Visual

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Attributes are the only memory the next system gets
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Write. Set contact attributes.
  2. Branch. Check contact attributes.
  3. Pop. Workspace or CRM reads it.
  4. Audit. CTR Attributes.

What usually goes wrong: Asking the customer for an account number and never storing it.

Quiz

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Question 1

Which term matches this description? System attributes include the queue, the channel, and the customer endpoint.

Show the cited answer

System attributes include the queue, the channel, and the customer endpoint. The term is Attributes are the only memory the next system gets (1).

Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them.

Show the cited answer

A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them. The term is Contact attribute.

Use Connect Customer contact attributes - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Rows the Data Table block can read or write inside a flow. Defaults: 100 tables, 5 primary attributes, 1000 values.

Show the cited answer

Rows the Data Table block can read or write inside a flow. Defaults: 100 tables, 5 primary attributes, 1000 values. The term is Data table.

Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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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

sources.json