Connect LabAmazon Connect study

Instance

Create the instance on purpose

Learn it in 5 minutes

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About five minutes of reading

The instance is the tenancy boundary for users, flows, and numbers. An accidental second instance splits reports and identity.

You choose identity at creation: Connect-stored users or SAML 2.0. You choose whether the instance places and receives calls, and where recordings and reports go. Changing identity later is a project, not a toggle.

The admin URL and the CCP live on the instance alias under my.connect.aws. Write the alias down. Firewalls and SAML ACS URLs depend on it.

  • Default concurrent calls: 10. Request more before a pilot that is larger than a team.
  • Storage choices can be updated, but existing objects do not move themselves.
  • Two instances per Region is the starting quota.
  • CloudTrail records the control-plane calls. Turn it on in the account, not inside the flow.

Number on this page: Call quota 10. Default concurrent active calls

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Visual

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Create the instance on purpose
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Region. Confirm it aloud.
  2. Identity. Stored users or SAML.
  3. Storage. Bucket and key.
  4. Quota. Raise calls before go-live.

What usually goes wrong: Creating a production instance in the wrong Region because the console opened there.

Quiz

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Question 1

Which term matches this description? The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region.

Show the cited answer

The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region. The term is Instance.

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

Question 2

Which term matches this description? The replica instance needs the same identity story or failover signs nobody in.

Show the cited answer

The replica instance needs the same identity story or failover signs nobody in. The term is SAML attributes that make a user real (4).

Configure SAML with IAM for Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Reports: 2000 per instance, and every saved personal report counts.

Show the cited answer

Reports: 2000 per instance, and every saved personal report counts. The term is Prompts, statuses, and the small quotas (3).

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

Sources

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Connect Customer service quotas - 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

  • Instance The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region.
  • my.connect.aws The current instance domain. awsapps.com is the old domain the docs say is going away.

Mind map

Open the Instance mind map

Sister technologies

Every number, user, and flow lives in one instance in one Region. Get this wrong and the rest of the design has no home.

Config and troubleshooting

Creating a production instance in the wrong Region because the console opened there.

One instance, one Region. IdentityManagementType is SAML or CONNECT_MANAGED. The alias becomes the instance name.

CfnInstance AWS::Connect::Instance

CloudFormation study snippet
Resources:
  CampusInstance:
    Type: AWS::Connect::Instance
    Properties:
      IdentityManagementType: CONNECT_MANAGED
      InstanceAlias: campus-demo
      Attributes:
        InboundCalls: true
        OutboundCalls: true
        ContactflowLogs: 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.

Sources and go deeper

sources.json