1. How do you integrate a Lambda function into an Amazon Connect contact flow?
To integrate a Lambda function, first create it in the same region as your Connect instance. Then, add it to the instance from the console under the Flows section. Within a flow, use the “Invoke AWS Lambda function” block, select the function, and configure input parameters and timeout settings (max 8 seconds). The Lambda must have permissions via a resource-based policy with the principal connect.amazonaws.com.
2. What is the structure of the JSON payload Amazon Connect sends to a Lambda function?
Amazon Connect sends a JSON object with Details, containing ContactData (customer info, contact ID, endpoints) and optional Parameters. These include values from flow attributes and are used by the Lambda function to execute logic and return results.
3. How can you consume a Lambda function response in Amazon Connect?
You can consume the Lambda response in two ways: directly referencing the returned keys (e.g., $.External.key) or storing them as contact attributes via the “Set contact attributes” block. The stored values can then be reused in later blocks and are saved in contact records.
4. How does Amazon Connect handle Lambda timeouts and retries?
Amazon Connect retries a failed Lambda invocation up to 3 times within a maximum of 8 seconds. If it still fails (due to timeouts or 500-level errors), the contact flow is routed through the error branch of the Lambda block.
5. What’s the best practice for invoking multiple Lambda functions in a flow?
Since Amazon Connect allows only 20 seconds total for chained Lambda functions, insert a “Play prompt” block between Lambda calls. This keeps the customer engaged and allows for longer flows without hitting timeout limits.
6. What are the limitations when using arrays in Lambda responses to flows?
Flows do not support referencing arrays directly. Arrays can be returned by Lambda but must be consumed within another Lambda or parsed before use in Amazon Connect.
7. How do you extract parameters and attributes in a Lambda function using Node.js?
You can use the event.Details.Parameters object to access function inputs and event.Details.ContactData.Attributes to access contact-level attributes.
8. What’s the difference between STRING_MAP and JSON as Lambda response types?
STRING_MAP is a flat key-value pair response with only string values. JSON allows nested structures and complex types, but should be used when flow logic or another Lambda can parse it appropriately.
9. How do you create a custom CCP (Contact Control Panel) with Streams API?
Use the Amazon Connect Streams API to embed CCP into any web app. It enables handling contact and agent events, customizing UI, and building your own CCP from scratch or on top of the default interface.
10. Describe the steps to use customer profile data with Amazon Connect.
First, create a data integration specifying the domain and object types (like _profile). Then, create an export job and optionally associate the data with flows to personalize experiences.
11. Can you dynamically assign flow attributes from Lambda?
Yes, by returning a key-value object from Lambda and then using the “Set contact attributes” block, you can dynamically assign values such as account balance, URLs, or customer status.
12. How does Amazon Connect support SSML in voice prompts?
Amazon Connect integrates with Amazon Polly and supports SSML tags in the “Play prompt” block. You can fine-tune speech by adding <say-as> and other SSML elements for a natural experience.
13. What happens if a Lambda function is not reachable from Amazon Connect?
The flow execution proceeds to the error branch configured in the Invoke Lambda block. The failure may occur due to timeout, invalid permissions, or function exceptions.
14. What is the correct way to configure permissions for a Lambda used in flows?
Use the lambda:AddPermission API to set the connect.amazonaws.com principal, specify the instance ARN as source, and ensure cross-account or cross-region permissions are granted properly.
15. How are flow modules different from standard flows in Amazon Connect?
Flow modules are reusable flow components designed for repeatable logic (e.g., sending SMS, OTP verification). They help centralize logic but cannot override external attributes or invoke other modules.
16. What contact initiation types are supported in Amazon Connect flows?
Amazon Connect supports INBOUND, OUTBOUND, TRANSFER, and CALLBACK initiation types. Each has associated whisper flows or default flows, like outbound whisper.
17. How do you attach a phone number to a specific contact flow?
Navigate to the Channels > Phone Numbers section, select the phone number, and assign it to a published contact flow from the drop-down menu.
18. Explain the use of the “Set contact attributes” block in a flow.
This block sets values dynamically or manually and assigns them under namespaces like “User Defined” or “External”. These attributes can then be reused or passed to Lambda.
19. What happens if the contact doesn’t respond in a chat or message block?
You can configure a timeout (up to 7 days), after which the contact will proceed down the “Timeout” branch. The contact may also be routed back to the same or a different agent.
20. How can you ensure a Lambda response is correctly parsed in a flow?
Test the Lambda using the expected input JSON structure. Ensure it returns either STRING_MAP or valid JSON, and validate the response type in the flow block.
21. What’s the limit on the size of Lambda function responses?
The response payload size must be under 32KB. Larger payloads will result in an error and flow will route through the error branch.
22. How do you simulate and test a Lambda flow integration?
Deploy the Lambda, use the Connect test interface, and simulate events using the expected JSON structure. Use the “Test” feature in the AWS Lambda console to validate the logic.
23. What are flow types in Amazon Connect and why are they important?
Flow types (e.g., inbound, customer hold, whisper, queue) determine which blocks are available and what the flow can control. Choosing the wrong type may restrict available logic.
24. How can you ensure users stay engaged during long flow operations?
Insert “Play prompt” blocks between backend operations like multiple Lambda calls. This keeps the user informed and avoids dead air.
25. What’s the purpose of the “Disconnect / hang up” block in flows?
This explicitly ends the interaction. It’s typically used at the end of flows once all logic and prompts are completed.
26. How do you enable call recording and analytics in a contact flow?
Use the “Set recording and analytics behavior” block within the flow. You can specify to record both agent and customer, customer only, or disable recording. For analytics, you can choose to enable Contact Lens conversational analytics, which includes sentiment analysis, non-talk time, and more.
27. What is the function of the “Check hours of operation” block?
This block checks whether the current time falls within a defined hours of operation resource. It returns “Open” or “Closed” which can be used to control routing, e.g., send calls to voicemail or provide a schedule message outside of business hours.
28. What does the “Loop prompts” block do in Amazon Connect flows?
It plays a set of audio or text-to-speech prompts repeatedly. This is useful for scenarios like holding messages or retrying input prompts, and you can control the number of loops before proceeding.
29. How do you manage versioning in flow creation?
Every time you publish a flow, it creates a new version. You can roll back to previous versions via the flow history. There’s also a log generator to export logs and troubleshoot issues in flows.
30. How can you implement outbound calling with campaign automation?
Amazon Connect provides Outbound Campaigns, allowing event-based triggers or scheduled calls. Developers can configure contact lists, define channel types (voice, SMS, email), and set retry logic, queue limits, and caller ID settings using the outbound campaign interface or API.
31. How do you embed screen pops for agents in the Agent Workspace?
Using the step-by-step guides feature and no-code UI builder, you can create dynamic panels that display contact data, link to CRM systems, and show real-time information using contact attributes or Lambda responses.
32. What are the use cases of the “Check staffing” block?
This block allows you to route contacts based on whether agents are available in a specific queue. It’s useful to prevent sending customers into empty queues, especially during low-staff or overflow scenarios.
33. How do you personalize chat or voice flows using Customer Profiles?
Customer Profiles can be automatically populated using contact attributes. Once identified, they can provide information like name, contact history, or loyalty status that can be surfaced in flows or to the agent using the workspace view.
34. How does Amazon Connect handle contact state transitions?
Each contact transitions through states like INITIATED, QUEUED, CONNECTED_TO_AGENT, and DISCONNECTED. Developers can monitor these using Contact Event Streams or in real-time metrics to understand routing performance.
35. What is the role of Amazon Connect Contact Lens in flow development?
Contact Lens integrates directly into flows and allows developers to analyze conversations in real-time or post-call. You can create rules to detect sentiment dips, keyword triggers, or long silences and take actions like alerting supervisors or tagging calls.
36. How do you enable data streaming for custom real-time dashboards?
Use Kinesis Data Streams to stream contact trace records or agent events. You can access this data for live monitoring, advanced dashboards, or custom analytics outside of the built-in Amazon Connect metrics.
37. What is the purpose of the “Set whisper flow” block?
This block assigns a custom whisper flow to a contact before they are connected to an agent. It can be used to provide agent instructions, customer details, or reminders about call context.
38. Can you use SSML in chat responses? How?
While SSML is designed for text-to-speech, it is not applicable in chat messages. However, you can use rich text formatting and predefined quick responses to control tone and clarity in chats.
39. How do you handle contact transfer to another voice system?
Use the External Voice Transfer feature. You must set up a SIP connector, configure your on-premises or external voice system, and define a transfer flow with the “Transfer to phone number” block using the connector’s address.
40. How does “Global Resiliency” work in Amazon Connect?
Global Resiliency allows you to replicate your Connect instance across regions. It uses traffic distribution groups to manage telephony routing and failover. Developers configure replication, claim phone numbers, and assign routing logic to ensure continuity.
41. What are flow modules and how are they invoked?
Flow modules are reusable pieces of logic (like subroutines). In a main flow, you use the “Invoke module” block to call a module, pass input attributes, and receive outputs. They’re ideal for logic that needs to be reused across multiple flows.
42. How do you dynamically route based on agent proficiency?
Using the “Set routing criteria” block, you can define required agent proficiencies (like language or product knowledge) and let Connect find the best matching agent. You can assign multiple proficiencies with weights.
43. How do you manage flow block visibility based on channel type?
Each block specifies which channels it’s supported on (e.g., voice, chat, task). When designing, use conditional routing or separate flows per channel to optimize for user experience.
44. What are the best practices for managing prompts in Connect?
Use Amazon Polly for text-to-speech where flexibility is needed. For reusable messages, upload .wav files to Amazon S3 and use them in flows. Maintain a naming convention and use tags for organization.
45. How do you test contact flows before going live?
Create a test instance or assign flows to test phone numbers. Use internal test prompts, simulate inputs, and validate Lambda outputs using logs. Enable debug mode in Lambda to trace step-by-step logic.
46. What’s the use of “Transfer to agent (beta)” block?
This experimental block allows you to route directly to a specific agent instead of queue-based routing. Useful for VIP routing or scheduled callbacks with known agents.
47. How can Amazon Q in Connect assist developers?
Amazon Q uses generative AI to suggest responses, automate tasks, and provide step-by-step agent guidance. Developers can configure prompts, guardrails, and flows to trigger Q interactions in real-time.
48. How do you integrate a third-party app into the agent workspace?
Use the AppIntegrations API or the UI builder to embed iFrames or UI panels. Define permissions and SSO federation, then assign apps to specific security profiles or agent groups.
49. How do you ensure call recordings are secure and immutable?
Use Amazon S3 Object Lock and configure S3 buckets for call storage. Enable encryption at rest with KMS and restrict access via IAM policies and resource tags.
50. How do you automate performance evaluations using Contact Lens?
Contact Lens can evaluate agent behavior using AI. Developers can define evaluation forms and rules to auto-score based on keyword detection, sentiment, and talk time. These evaluations can trigger alerts or be reviewed later by supervisors.
51. How do you configure retries for outbound calls in Amazon Connect campaigns?
You can define retry attempts under the campaign configuration. It supports maximum retries, delay between attempts, and time-of-day restrictions. Developers can also create rules for retry logic based on specific delivery outcomes like “no answer” or “busy.”
52. What is the purpose of the “Start media streaming” block in a flow?
This block allows live audio streaming of a voice contact to Kinesis Video Streams. It’s used for real-time transcription, sentiment analysis, or custom AI processing. The stream starts immediately and can be stopped using the “Stop media streaming” block.
53. What are event flows in Amazon Connect and when are they used?
Event flows (like “Set disconnect flow,” “Set hold flow”) are triggered during specific lifecycle events of a contact. They allow custom handling of disconnections, holds, or even chat timeouts, providing a better customer experience and capturing more data.
54. What’s the benefit of using Contact Tags in flows?
Tags help track contact progress through flows. Developers can use them to flag issues, store metadata, or enable downstream analytics by tagging contacts when they pass through specific blocks.
55. How do you monitor and debug flow execution?
Enable flow logs to Amazon CloudWatch. Use the log group for detailed step tracking and Lambda outputs. Each log includes contact ID, timestamps, and flow block execution path — very useful for debugging and optimizing logic.
56. What is the “Check queue status” block used for?
This block checks if a queue is available, full, or has agent capacity before routing a contact. It helps prevent unnecessary queuing and enables smart routing decisions based on real-time queue metrics.
57. How do you validate Lambda function input/output before production?
Use Amazon Connect’s contact flow test interface or run unit tests in the AWS Lambda console. Always match the expected input schema from Amazon Connect and test edge cases like null values or malformed JSON.
58. How can you reference attributes in dynamic prompts?
Use the syntax {{Contact.AttributeName}} in text-to-speech blocks. These attributes can be set from a Lambda response or earlier blocks like “Get customer input.”
59. Describe how to use “Set working queue” block effectively.
This block assigns the queue used for routing the contact. It’s essential when routing decisions are made dynamically based on input or logic, such as selecting queues based on region, language, or business unit.
60. How do you ensure high availability for a Connect instance globally?
Implement Global Resiliency with cross-region replication. Set up replica instances, claim numbers to Traffic Distribution Groups, and configure routing rules to distribute and failover calls as needed.
61. How do you deploy a step-by-step guide to support agents during contacts?
Use the no-code UI builder to create a view, define logic and display settings, then associate the guide with a flow. It’s triggered using the “Show view” block and displays directly in the agent workspace.
62. What is the use of the “Get customer input” block in a flow?
It collects DTMF input or speech via Amazon Lex. You define the expected input and timeout behavior, and use the response to route calls or trigger logic like account lookups or authentication.
63. How do you handle failed callbacks in a queued callback flow?
Amazon Connect logs failed attempts and may retry depending on configuration. Developers can use metrics or contact records to identify issues and optionally re-queue or notify support for follow-up.
64. How do you use customer profiles to autopopulate agent screens?
When a contact arrives, Amazon Connect attempts to match it with a customer profile. If matched, the agent sees the customer’s information in the workspace without needing to manually search.
65. What is the difference between Contact Lens real-time and post-call analytics?
Real-time analytics are processed during the call for live alerting, while post-call analytics process full conversation data after disconnect, including redacted content, full sentiment score, and keyword detection.
66. How do you implement contact attribute-based routing?
Set or retrieve contact attributes (via Lambda or user input), then use the “Set routing criteria” block to assign queues, flows, or agent proficiencies dynamically based on those attributes.
67. What is the difference between Contact Events and Contact Trace Records (CTR)?
Contact Events are real-time messages emitted during contact lifecycle changes. CTRs are detailed logs generated after a contact ends, containing timestamps, queue history, recording status, etc.
68. How do you model a transfer from one queue to another within a flow?
Use “Transfer to queue” block and dynamically assign the target queue using “Set working queue.” You can insert logic in between (e.g., inform customer, gather info, check queue status) before the transfer.
69. What role do routing profiles play in agent and contact mapping?
Routing profiles define which queues an agent can receive contacts from, priority order, and concurrency limits. Properly configuring profiles ensures optimal load balancing and customer experience.
70. How do you enforce redaction of sensitive data during a call?
Enable Contact Lens and configure redaction settings (e.g., credit card, SSN). These redactions appear in transcripts and recordings and are controlled at the instance or flow level.
71. What is “Loop” vs “Loop prompts” in flows?
“Loop” lets you iterate over a fixed number or conditionally repeat flow logic. “Loop prompts” strictly repeats audio or TTS blocks, often used for hold or error retry scenarios.
72. What are the best practices for naming flows and modules?
Use a consistent convention like [Type]_[Purpose]_[Version] (e.g., Inbound_Main_v1.0). Add descriptions, tags, and version tracking. This improves readability and manageability in large deployments.
73. How can you route based on the number of contacts in a queue?
Use “Get queue metrics” block to retrieve current queue stats, then use conditional branches (e.g., if contacts in queue > 20) to alter the routing logic dynamically.
74. How can you set up secure file attachments during chat interactions?
Enable attachments in instance settings and configure an S3 bucket. Use Amazon Macie or a Lambda-based scanner for virus scanning or compliance checks.
75. How do you reference external APIs in contact flows?
Use a Lambda function as a proxy. Amazon Connect cannot directly invoke external APIs, so the Lambda function fetches data or posts results to external services, and passes results back to the flow.
76. Can you explain the use of the “Resume contact” block?
It re-engages a contact that was put on hold or parked within the system. Often used in cases where logic diverges and you want to resume the original thread.
77. What is the limit on contact attributes and how to manage it?
You can define up to 250 custom attributes per contact. Use structured naming, prune unneeded values early, and consider grouping related data into a JSON string if needed.
78. How do you customize the agent’s Contact Control Panel (CCP)?
Use the Amazon Connect Streams API to embed and customize the CCP UI. You can modify buttons, add contextual panels, or integrate with third-party CRM apps.
79. What’s the role of Amazon Q in Connect for developers?
Developers can use Amazon Q to build AI agents, define intents, create knowledge integrations, and enhance workflows with conversational AI. It can also auto-trigger guides based on context.
80. How do you handle timeouts in a chat flow?
Configure the “Wait” block with timeout settings. You can use it to simulate a pause or give the customer time to respond. If they don’t, route through the timeout branch to a fallback action.
81. What permissions are needed to access Contact Flow Designer?
The agent must have a security profile with “Contact flows – View and Edit” permission. IAM roles and policies must also allow access to connect:UpdateContactFlowContent and related APIs.
82. How do you build conditionally required case fields in Amazon Connect Cases?
Within a case template, set conditional logic so that fields only appear when certain values are present. This ensures agents fill in data based on the situation, improving data quality.
83. What’s the difference between “Transfer to phone number” and “Transfer to queue”?
“Transfer to phone number” sends the contact to an external or PSTN number. “Transfer to queue” keeps the contact within Amazon Connect, utilizing queue-based routing.
84. How can you configure contact-based screen recording?
Install and enable the Amazon Connect Client App, assign permissions, and configure screen recording settings in the instance. Recordings are linked to contact records and can be reviewed by supervisors.
85. How do you enable multi-party calls?
In flows, use the “Add participant” block and ensure agents are trained for conference call scenarios. It supports agent-customer-agent or agent-supervisor-customer setups.
86. What are some common reasons Lambda integration fails in flows?
Time-out due to long execution, invalid permissions, malformed response, or exceeding payload size limits. Use CloudWatch logs and “Test” interface for debugging.
87. How do you manage and update bulk users in Amazon Connect?
Use the “Edit users in bulk” feature via CSV upload. You can update roles, routing profiles, phone numbers, and agent settings. There’s also an API option for automation.
88. How do you schedule historical metrics reports?
Go to Analytics > Reports, create a historical report, and schedule it with recurrence settings. Choose delivery via email or S3 and specify filter parameters.
89. What is the “Hold customer or agent” block used for?
This block places the customer or agent on hold. It can be paired with prompts or background music. It’s useful for internal processing or escalation steps.
90. How can you auto-assign tasks to agents in a flow?
Use the “Create task” block with attributes specifying task content and routing info. It can be auto-assigned to available agents based on their routing profile.
91. What is the use of “Store customer input” block?
Stores input gathered via IVR (Get customer input) into attributes that can be reused in flow decisions, displayed to agents, or passed to Lambda.
92. What are “Default flows” and why should you configure them?
They are backup flows used when no custom flow is assigned. Examples include default agent whisper, default customer hold, and outbound whisper. Customizing them ensures consistency and better UX.
93. How do you apply security profiles to restrict flow access?
Assign “Contact Flows” permissions only to required users. Profiles control access to flows, users, queues, etc. Use least privilege principle to protect sensitive logic.
94. How do you monitor agent events in near real-time?
Use Agent Event Streams through EventBridge or Kinesis. Events like login, logout, ACW (after contact work), and state changes are streamed for external analytics.
95. How do you integrate Amazon Lex bots in a Connect flow?
Add a “Get customer input” block, select Amazon Lex as the input source, and configure intents, slots, and fulfillment. Use Lambda to handle post-bot logic if needed.
96. What are calculated attributes in Customer Profiles?
These are dynamic, computed values based on existing profile data, like “Total Lifetime Value” or “Recent Purchases.” Developers configure them via APIs or console.
97. How do you trigger campaigns from events (e.g., payment due)?
Use event-based triggers via Amazon EventBridge to start campaigns. You can define conditions and link to a campaign that initiates contact via phone, SMS, or email.
98. What tools help in forecasting and scheduling within Connect?
Amazon Connect includes tools for forecasting, capacity planning, and scheduling. You can import historical data, define shift profiles, and publish optimized schedules for agents.
99. What is Voice ID and how is it implemented?
Voice ID uses biometric voice analysis to authenticate or flag fraudsters. It requires customer enrollment, a Voice ID domain, and enabling in the flow using the “Set Voice ID” and “Check Voice ID” blocks.
100. How do you use agent event streams to improve contact center efficiency?
By analyzing agent state transitions and activity patterns in real-time, you can optimize staffing, detect anomalies, or build dashboards to identify performance gaps.