Connect LabAmazon Connect study

Instance

Prompts, statuses, and the small quotas

Learn it in 5 minutes

HTML

About five minutes of reading

The limits that surprise people are the ones marked not adjustable.

You get 500 prompts, 50 agent statuses, and 100 security profiles to start. Status count cannot be raised. A status per team, per language, and per campaign will hit 50.

Prompts stored in S3 are called out as not fully replicated by Global Resiliency the way built-in prompts are. Say that in the failover test.

  • Name prompts for the flow that uses them.
  • Custom statuses feed WFM only if the WFM mapping knows the name.
  • Reports: 2000 per instance, and every saved personal report counts.
  • User hierarchy groups: 500 across all levels.

Number on this page: Statuses 50. Not adjustable

Visual

HTML
Prompts, statuses, and the small quotas
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

HTML
  1. Invent a status. Check the count.
  2. Map it. WFM and real-time metrics.
  3. Stop. At the quota, merge names.

What usually goes wrong: Creating a status called Lunch-Team-A through Lunch-Team-Z.

Quiz

HTML

Question 1

Which term matches this description? Name prompts for the flow that uses them.

Show the cited answer

Name prompts for the flow that uses them. The term is Prompts, statuses, and the small quotas (1).

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

Question 2

Which term matches this description? Terraform association that lets a flow invoke the function.

Show the cited answer

Terraform association that lets a flow invoke the function. The term is IaC: aws_connect_lambda_function_association.

Terraform Registry: connect_lambda_function_association community. last checked 2026-10

Question 3

Which term matches this description? Default concurrent calls: 10. Request more before a pilot that is larger than a team.

Show the cited answer

Default concurrent calls: 10. Request more before a pilot that is larger than a team. The term is Create the instance on purpose (1).

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

Sources

HTML

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

HTML

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 status called Lunch-Team-A through Lunch-Team-Z.

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