Quick connects and the flows behind them

About five minutes of reading

A quick connect is a target plus a flow. The flow is where you record, whisper, and set attributes.

User, queue, and phone-number quick connects are the three types. Queue and agent transfers use the transfer flows you attach. The default quota is 100 quick connects per instance.

A phone-number quick connect to a CUCM pilot is the supported side-by-side seam. Attributes do not survive that hop.

• Put the quick connect on the queue the agent is actually using.
• The transfer flow should set recording if the destination is still inside Connect.
• External numbers need a spoken confirmation if the destination is a mobile.
• Interrupt agent is the rare tool for forcing a specific agent. It is not the everyday quick connect.

Number on this page: Types 3. User, queue, external number

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

Picture from this room.

1. Attach. To the queue.
2. Flow. Whisper and recording.
3. External. Accept the attribute loss.
4. Test. Both directions.

What usually goes wrong: A quick connect list of 100 people.

Create quick connects 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.

Glossary

• Working queue The queue selected by Set working queue. Transfer to queue uses it.
• Routing profile The list of queues an agent can receive, with channel concurrency, priority, and delay.
• Priority A number on a queue inside a routing profile. A lower number is served first.
• Delay Seconds a contact must wait before an agent with that profile can receive it.

Mind map

Open the Routing mind map

Sister technologies

Priority and delay decide who is offered the contact. The queue name does not.

Config and troubleshooting

A quick connect list of 100 people.

Priority and delay live on the routing profile queue config, not on the queue name. Lower priority is offered first. Delay holds that queue back.

HoursOfOperation Queue RoutingProfile

Resources:
  OfficeHours:
    Type: AWS::Connect::HoursOfOperation
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: OfficeHours
      TimeZone: America/Los_Angeles
      Config:
        - Day: MONDAY
          StartTime: { Hours: 8, Minutes: 0 }
          EndTime: { Hours: 18, Minutes: 0 }
  OrdersQueue:
    Type: AWS::Connect::Queue
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: Orders
      HoursOfOperationArn: !GetAtt OfficeHours.HoursOfOperationArn
  BasicProfile:
    Type: AWS::Connect::RoutingProfile
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: Basic
      DefaultOutboundQueueArn: !GetAtt OrdersQueue.QueueArn
      MediaConcurrencies:
        - Channel: VOICE
          Concurrency: 1
      QueueConfigs:
        - QueueReference: { QueueArn: !GetAtt OrdersQueue.QueueArn, Channel: VOICE }
          Priority: 1
          Delay: 0

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.