S3 holds the proof

About five minutes of reading

Recordings, chat transcripts, exported reports, and attachments are objects. If the bucket policy is wrong, the contact still 'succeeds' and the file is missing.

You choose the bucket and the optional customer-managed key when you configure storage. The service-linked role writes the objects. Lifecycle rules are yours: a regulator's retention period is not an AWS default.

A third-party quality tool usually reads the same object after the CTR arrives and names the key. Design the prefix so a ContactId finds one recording.

• Block public access. These objects are conversations.
• KMS and the bucket policy are both required when you use a customer-managed key.
• Attachment size defaults to 20 MB and can be set up to 100 MB.
• Email has its own storage path through the email channel and Amazon SES networking guidance.

Number on this page: Attachment max 100 MB. Configurable ceiling

Picture from this room.

1. Enable. Recording block in the flow.
2. Write. Service role puts the object.
3. Find. CTR Recording.Location.
4. Retain. Your lifecycle rule.

What usually goes wrong: Turning on recording in the flow and never checking that an object landed.

Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer AWS docs. last checked 2026-10

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

Glossary

• Contact One interaction: a call, chat, task, or email. A transfer usually creates another contact linked by PreviousContactId and NextContactId.
• Connect Customer The name used from 28 Apr 2026 for the contact center product previously called Amazon Connect.
• CloudWatch Metrics and flow logs. Alarm at 80 percent of a quota, which is the operations guidance in the email quota note.
• Kinesis Data Streams The durable stream for CTRs and agent events when more than one consumer must read them.

Mind map

Open the Foundations mind map

Sister technologies

A flow fails in IAM, a Region, a log group, or a network rule long before it fails as a 'Connect bug'.

Config and troubleshooting

Turning on recording in the flow and never checking that an object landed.

IAM, Lambda, S3, Kinesis, and CloudWatch are not inside the instance. This stack creates the instance and turns on flow logs and Contact Lens.

CfnInstance AWS::Connect::Instance

AWSTemplateFormatVersion: "2010-09-09"
Description: Connect instance with flow logs and Contact Lens
Resources:
  CampusInstance:
    Type: AWS::Connect::Instance
    Properties:
      IdentityManagementType: SAML
      InstanceAlias: campus-demo
      Attributes:
        InboundCalls: true
        OutboundCalls: true
        ContactflowLogs: true
        ContactLens: true

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.