Setting up queued callbacks in Amazon Connect

See also

Sources

1. 1
   An agent not accepting an offered callback does not count as a failed callback attempt; the routing engine offers the callback to the next available agent until one accepts, and the contact stays in the callback queue until then.

   Failed callback attempts in Connect Customer · paragraphs 1-3 · Checked 2026-09-30
2. 2
   In the default callback routing process the customer's number is put in a queue and routed to the next available agent, and Amazon Connect calls the customer only after an agent accepts the callback in the CCP.

   Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · The routing process, items 1-2 · Checked 2026-09-30
3. 3
   A claimed or ported phone number is attached to a flow from Channels, Phone numbers, the number's Edit page, Flow / IVR, by a user with Phone number - Edit permission, and only published flows appear in that list.

   Attach a claimed or ported phone number to a flow in Connect Customer · To associate a claimed or ported phone number with a published flow, steps 1-4 · Checked 2026-09-30
4. 4
   The callback tab's Caller ID number to display option can be set manually from the instance's claimed numbers or set dynamically from a contact attribute whose value is a claimed number, and it takes precedence over the outbound phone number configured on the queue.

   Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Caller ID number to display · Checked 2026-09-30
5. 5
   When the Transfer to queue block is configured to transfer to a callback queue it has two branches, Success and Error; a contact routed down Success has been transferred to the specified queue.

   Flow block in Connect Customer: Transfer to queue · Flow block branches, second paragraph · Checked 2026-09-30
6. 6
   AWS names three metrics for monitoring callbacks: Callback contacts (contacts initiated from a queued callback), Callback contacts handled (those handled by an agent) and Callback attempts (contacts where a callback was attempted but the customer did not pick up).

   Queued callbacks in real-time metrics in Connect Customer · Callback metrics · Checked 2026-09-30
7. 7
   The callback is a new contact, separate from the original inbound voice contact, and Set creation flow on the Transfer to queue block optionally chooses the flow that runs when that callback contact is created.

   Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, step 15 · Checked 2026-09-30
8. 8
   AWS instructs administrators who use queued callbacks to configure an Outbound caller ID number on the queue associated with the callback.

   Set up outbound caller ID in Connect Customer · How outbound parameters are selected, final paragraph · Checked 2026-09-30
9. 9
   Only phone numbers claimed in or ported to the Amazon Connect instance can be used as the outbound caller ID number, unless an external number has been activated for custom caller ID through an AWS Support case.

   Set up outbound caller ID in Connect Customer · Outbound caller ID number · Checked 2026-09-30
10. 10
    Delivery of the outbound caller ID name to the called party is not guaranteed, because it depends on the call path across the public telephone network being SIP end to end; AWS describes it as up to 75% effective depending on the country.

    Set up outbound caller ID in Connect Customer · Outbound caller ID name, Important · Checked 2026-09-30
11. 11
    The Transfer to queue block reference states that the block cannot be used in a callback scenario on the chat channel: the error branch is followed and an error is written to the CloudWatch log.disputed

    Flow block in Connect Customer: Transfer to queue · Description, fourth bullet · Checked 2026-09-30
12. 12
    The queued callback setup page states that the Transfer to Callback option in the Transfer to queue block can be configured to support voice callbacks requested from a chat, task or email contact.disputed

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Callbacks from a chat, task, or email contact · Checked 2026-09-30
13. 13
    The Check queue status block branches on Time in Queue, the time the oldest contact has spent in queue, or on Queue capacity, the number of contacts waiting; conditions are evaluated in the order they were added and the contact follows the first that matches, otherwise No Match.

    Flow block in Connect Customer: Check queue status · Description; Configuration tips · Checked 2026-09-30
14. 14
    A queue is created in the admin website from Routing, Queues, Add new queue by a user with an Admin account or the Routing - Queues - Create permission, and the new queue is automatically active.

    Create a queue using the Connect Customer admin website · To create a queue, steps 1-3 · Checked 2026-09-30
15. 15
    A callback creation flow can use a Check contact attributes block to decide that a callback should be terminated because it is a duplicate or the customer's issue is already resolved, before the contact is queued for an agent.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Steps to set up queued callbacks, optional callback creation flow bullet · Checked 2026-09-30
16. 16
    A callback creation flow must be of the default Contact flow (inbound) type and must contain a Transfer to queue block; the callback contact is enqueued only when that block is set on the creation flow.

    Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Set creation flow · Checked 2026-09-30
17. 17
    In a customer first outbound flow, Check call progress results VOICEMAIL_BEEP and VOICEMAIL_NO_BEEP indicate voicemail and are the documented trigger for recreating the callback, while HUMAN_ANSWERED is the documented trigger for transferring to queue.

    Use customer first callback mode in Connect Customer · Configure retries with Check Call Progress · Checked 2026-09-30
18. 18
    In customer first callback mode the Maximum number of retries and Minimum time between attempts settings on the Transfer to queue block are not supported; retries are configured in the outbound callback flow, branching on the output of a Check call progress block.

    Use customer first callback mode in Connect Customer · Retries for customer first callbacks, How retries work · Checked 2026-09-30
19. 19
    Customer first callback mode requires an outbound callback flow specified in the Transfer to queue block; that flow runs on the dialed contact and, once the customer's presence is confirmed, must itself use a Transfer to queue block to place the contact in queue for the next available agent.

    Use customer first callback mode in Connect Customer · The lifecycle of a customer first callback, item 3 · Checked 2026-09-30
20. 20
    For customer first callbacks retry timing is not system-controlled: a retry recreates the callback as a new dialed contact that goes to the back of the queue, and a delay between attempts is introduced with a Wait block in that contact's creation flow before it is transferred to queue.

    Use customer first callback mode in Connect Customer · Control retry timing; Adjust priority for retry contacts, first Note · Checked 2026-09-30
21. 21
    An AWS contact-center blog post from 2020 describes preventing duplicate callback requests with a DynamoDB table keyed on phone number and queue, three Lambda functions that read, write and remove entries, and inbound and outbound whisper flows that call them.

    Preventing duplicate callback requests in Amazon Connect · Solution overview, as summarised by the fetch · Checked 2026-09-30
22. 22
    Agent first callback mode is the default dial mode; customer first callback mode, in which Amazon Connect dials the customer first and offers the callback to an agent only if the customer answers, is available only in instances with the next-generation Connect Customer experience.

    Use customer first callback mode in Connect Customer · introduction bullets · Checked 2026-09-30
23. 23
    For international numbers in E.164 format, Amazon Connect automatically prepends the + country-code prefix in the Set callback number block, so the + does not need to be included when the number is passed as an attribute.

    Flow block in Connect Customer: Set callback number · Configuration tips, second bullet · Checked 2026-09-30
24. 24
    In the vendor's agent first example the callback contact is initiated before the inbound contact is disconnected, the agent hears the agent whisper after accepting, the customer is dialed only after the agent whisper completes, and the customer hears the outbound whisper before being connected to the agent.

    Connect Customer real-time metrics example for a queued callback flow · numbered walk-through, items 1.2 and 2.3-2.5 · Checked 2026-09-30
25. 25
    The vendor's worked procedure sets Initial delay to 99 seconds, Max number of retries to 2 and Minimum time between attempts to 10 minutes; these are example values, not stated defaults.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, step 12 · Checked 2026-09-30
26. 26
    The callback-offering flow can be built as a Customer queue flow, a Transfer to agent flow or a Transfer to queue flow, and the Transfer to queue block is also supported in an Inbound flow.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, step 2 Tip · Checked 2026-09-30
27. 27
    Initial delay on the Transfer to queue block's callback tab is the time that must pass between the callback contact being initiated in the flow and the customer being put in queue for the next available agent.

    Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Initial delay · Checked 2026-09-30
28. 28
    With Local format the administrator chooses a country and Amazon Connect auto-populates the country code so callers do not enter it; with International format callers are required to enter their country code.

    Flow block in Connect Customer: Store customer input · Properties, Phone number bullets · Checked 2026-09-30
29. 29
    AWS suggests considering a lower priority for queued callbacks than for the incoming-call queue so that agents work callbacks only when incoming call volume is low.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · How queued callbacks affect queue limits, second bullet · Checked 2026-09-30
30. 30
    Maximum number of retries counts retries after the initial callback: a value of 2 means Amazon Connect tries to call the customer at most three times, and a value of 1 means at most two.

    Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Maximum number of retries · Checked 2026-09-30
31. 31
    Minimum time between attempts is how long Amazon Connect waits before trying again when the customer does not answer the callback.

    Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Minimum time between attempts · Checked 2026-09-30
32. 32
    The outbound caller ID page states that without a valid caller ID on the queue associated with the callback, callbacks display as anonymous to the recipient.disputed

    Set up outbound caller ID in Connect Customer · How outbound parameters are selected, final paragraph · Checked 2026-09-30
33. 33
    The outbound caller ID page states that Amazon Connect does not allow anonymous calls and that a call from a queue with no valid Outbound caller ID number will fail.disputed

    Set up outbound caller ID in Connect Customer · Anonymous caller ID · Checked 2026-09-30
34. 34
    The vendor procedure offers the callback with a Get customer input block whose prompt asks the caller to press 1 to receive a callback or 2 to stay in queue, with options 1 and 2 added as conditions on the block.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, steps 3-5 · Checked 2026-09-30
35. 35
    In a routing profile's Queues section each queue entry has a Channels setting, a Priority in which a lower number is handled first, and a Delay in seconds that is the minimum time a contact must be in the queue before it is routed to an available agent; the channel chosen for the queue must also be enabled in the profile's Channel Settings or contacts on it are not routed.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, Queues table · Checked 2026-09-30
36. 36
    Outbound caller ID name and Outbound caller ID number are set in the queue settings, reached from Routing, Queues, then the queue to edit.

    Set up outbound caller ID in Connect Customer · Outbound parameters: Set in queue · Checked 2026-09-30
37. 37
    A queued callback can remain in the same queue as the original inbound call or be placed in a separate dedicated queue that the administrator creates.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · How callbacks keep their place in queue, paragraph 1 · Checked 2026-09-30
38. 38
    On the callback contact record, Queue Duration includes the Initial delay plus the time spent waiting for an agent: in the vendor example a 99 second delay and a 21 second wait give a Queue Duration of 120 seconds.

    Connect Customer real-time metrics example for a queued callback flow · contact record-2 table, Queue Duration row · Checked 2026-09-30
39. 39
    When a queued callback's Initial delay expires and the target queue has already reached its maximum-contacts limit, Amazon Connect still enqueues the callback up to a 20 percent buffer above that limit.

    Set the limit of maximum contacts in a queue using Connect Customer · Queue maximum limit exceptions, first buffer bullet · Checked 2026-09-30
40. 40
    Queued callbacks count towards the queue size limit, and when the queue is at its limit the next queued callback is routed down the error branch.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · How queued callbacks affect queue limits, first bullet · Checked 2026-09-30
41. 41
    If a customer calls again while their callback is waiting in the callback queue, the new call is treated as a new call and handled as usual; the platform does not deduplicate it against the pending callback.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · The routing process, item 5 · Checked 2026-09-30
42. 42
    AWS strongly recommends double-checking the value entered in Maximum number of retries, because an accidentally high number such as 20 produces unnecessary work for the agent and too many calls for the customer.

    Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Tip under Maximum number of retries · Checked 2026-09-30
43. 43
    A callback retry happens only when the customer's phone rings and there is no answer.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, step 12, Maximum number of retries · Checked 2026-09-30
44. 44
    A callback in a dedicated queue keeps its place in line when that queue has the same priority as the original inbound queue in the routing profile, because routing then orders contacts by the original start time of the inbound call rather than the time the callback was requested.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · How callbacks keep their place in queue, paragraphs 2-3 · Checked 2026-09-30
45. 45
    The built-in Sample queue configurations flow checks with a Check queue status block whether time in queue is less than 300 seconds, tells the caller the result, and then prompts voice callers to press 1 to go into queue or 2 to enter a callback number.

    Sample queue configurations flow in Connect Customer · first list items 5-6; second list items 1-2 · Checked 2026-09-30
46. 46
    While a callback is waiting out its Initial delay it appears on the real-time metrics page as Scheduled and not In queue; once the delay passes it moves to In queue, and when an agent accepts it both columns return to 0.

    How Initial delay affects Scheduled and In queue metrics in Connect Customer · items 1-3 · Checked 2026-09-30
47. 47
    A configured Set callback number block has three branches: Success, Invalid number (the customer entered a phone number that is not valid) and Not dialable (the number is valid but the instance cannot dial it, for example because calls to that prefix are not allowed).

    Flow block in Connect Customer: Set callback number · Configured block · Checked 2026-09-30
48. 48
    To use the number the caller entered, the Set callback number block is configured with Type set to System and the attribute that holds the stored customer input selected.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, steps 9-10 · Checked 2026-09-30
49. 49
    The Set callback number block can be used in Inbound, Customer Queue, Transfer to Agent and Transfer to Queue flow types.

    Flow block in Connect Customer: Set callback number · Flow types · Checked 2026-09-30
50. 50
    The Set callback number block supports only voice contacts; chat, task and email contacts are routed down its Invalid number branch.

    Flow block in Connect Customer: Set callback number · Supported channels table · Checked 2026-09-30
51. 51
    The vendor's overview of queued callback setup lists five required parts: a queue for callbacks, outbound caller ID on that queue, the queue added to a routing profile, a flow that offers the callback, and a phone number associated with the inbound flow.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Steps to set up queued callbacks, first five bullets · Checked 2026-09-30
52. 52
    If no agents are available to work callbacks, a callback can stay in queue for up to 7 days after it is created before Amazon Connect automatically removes it.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · The routing process, item 2 · Checked 2026-09-30
53. 53
    A queued callback can be removed from the queue manually by calling the StopContact API with the instance id and the contact id of the callback.

    StopContact · StopContact description and Request Body · Checked 2026-09-30
54. 54
    A configured Store customer input block has the branches Success, Error and Invalid number, and it supports only the voice channel: chat, task and email contacts take the Error branch.

    Flow block in Connect Customer: Store customer input · Supported channels table; Configured block · Checked 2026-09-30
55. 55
    In the Store customer input block's Customer input section the administrator selects Phone number and then either Local format, for callers whose numbers are in the same country as the AWS Region of the instance, or International format/Enforce E.164, for callers from other countries or regions.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, steps 6-8 · Checked 2026-09-30
56. 56
    When the caller enters nothing, the Store customer input block still takes its Success branch and the Stored customer input attribute holds the value Timeout; the documented way to route these contacts is a Check contact attributes block on the System namespace, Stored customer input attribute, with a condition equal to Timeout.

    Flow block in Connect Customer: Store customer input · Description, last bullet; Check for a timeout · Checked 2026-09-30
57. 57
    The Store customer input block stores the caller's numeric entry in the Stored customer input system attribute, which holds only the result of the most recent Store customer input block.

    Flow block in Connect Customer: Store customer input · Description; Check for a timeout · Checked 2026-09-30
58. 58
    Placing a Check queue status block ahead of the callback prompt and connecting only its long-wait condition branch to the prompt would restrict the callback offer to callers arriving when the oldest contact's time in queue exceeds the chosen threshold.inferred

    Flow block in Connect Customer: Check queue status · Description; Properties example · Checked 2026-09-30
59. 59
    An inbound call that converts to an agent first queued callback produces two linked contact records: the original with InitiationMethod INBOUND and the callback with InitiationMethod CALLBACK, whose Initiation Timestamp is the moment the callback was initiated in the flow.

    Failed callback attempts in Connect Customer · final example, items 1-2 · Checked 2026-09-30
60. 60
    A callback that goes to voicemail is considered connected and Amazon Connect does not retry it.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · The routing process, item 4; and step 12, Maximum number of retries · Checked 2026-09-30
61. 61
    To see only the number of customers waiting for a callback, a queue that takes only callback contacts is needed, and there is currently no way to see the phone numbers of the contacts waiting for callbacks.

    Queued callbacks in real-time metrics in Connect Customer · opening Tip · Checked 2026-09-30
62. 62
    For a queued callback, an optional outbound whisper flow is what the customer hears after picking up and before connecting to the agent, and an optional agent whisper flow is what the agent hears after accepting the contact and before being joined to the customer.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Steps to set up queued callbacks, optional whisper bullets · Checked 2026-09-30
63. 63
    An outbound whisper flow can be used to override the queue's caller ID for queued callbacks.

    Set up outbound caller ID in Connect Customer · How outbound parameters are selected, final paragraph · Checked 2026-09-30
64. 64
    Set working queue in the callback tab's optional parameters sends the callback to a queue set up specifically for callbacks; if it is not set, Amazon Connect uses the queue that was set previously in the flow.

    Set up queued callback by creating flows, queues, and routing profiles in Connect Customer · Create a flow for queued callbacks, step 13 · Checked 2026-09-30
65. 65
    To specify the Set working queue property on the callback tab, a Set customer callback number block must be placed before the Transfer to queue block.

    Flow block in Connect Customer: Transfer to queue · Transfer to Callback (scheduling callbacks), Tip under Set working queue · Checked 2026-09-30
66. 66
    The flow designer exposes previously published versions of a flow through a Latest: Published dropdown, and a rollback is performed by opening a previous version and choosing Publish.

    Flow version control: Roll back a flow · Sections View a previous version of a flow and Roll back a flow · Checked 2026-09-07

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up queued callbacks in Amazon Connect. WarmTransfer. https://warmtransfer.net/guides/amazon-connect-callback-setup

@misc{warmtransfer-amazon-connect-callback-setup,
  title  = {Setting up queued callbacks in Amazon Connect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/amazon-connect-callback-setup},
  note   = {Verified 2026-09-30}
}