Setting up outbound campaigns in Amazon Connect

See also

Sources

1. 1
   Predictive campaigns can enable abandonment controls: when the target abandonment rate (0% to 100%) is reached over a measurement window of 1 to 24 hours, the dialer switches to progressive dialing; a connection threshold of at least 1 second defines when an unconnected call counts as abandoned.

   Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Enable abandonment controls list · Checked 2026-10-02
2. 2
   The abandonment timer can start at Greeting start time, Greeting end time or (only when call classification is disabled) Connected to system time; with classification disabled a greeting-based start point falls back to connected-to-system time if the classifier is unavailable.

   Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Abandonment time start point and Important box · Checked 2026-10-02
3. 3
   Because Connect's abandonment-control measurement window tops out at 24 hours while the US rule measures abandonment over 30 days, the built-in control alone does not demonstrate 30-day compliance; a separate 30-day abandonment report is needed.inferred

   Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Measurement window bullet; compared with 47 CFR 64.1200(a)(7) · Checked 2026-10-02
4. 4
   Agentless mode (Automated voice) is for high-volume personalized voice notifications, appointment reminders or IVR self-service with no agents.

   Best practices for Connect Customer outbound campaigns · section Agentless (Automated voice) · Checked 2026-10-02
5. 5
   AWS states that use of answering machine detection might not comply with telemarketing laws and that the customer is responsible for implementing AMD compliantly.

   Best practices for Connect Customer outbound campaigns · section The pros, cons, and best uses of Answering Machine Detection, first paragraph · Checked 2026-10-02
6. 6
   AWS documents AMD accuracy limits: a short or paused voicemail greeting can be classed as a live person, a long live greeting can be classed as voicemail, connection to an agent adds a small delay, and PBX numbers with multi-level voicemail prompts are not supported.

   Best practices for Connect Customer outbound campaigns · section Best practices for answering machine detection, limitations list · Checked 2026-10-02
7. 7
   In CreateCampaign v2 the telephony channel's defaultOutboundConfig carries answerMachineDetectionConfig (enableAnswerMachineDetection, awaitAnswerMachinePrompt), connectContactFlowId, connectSourcePhoneNumber and ringTimeout, alongside a connectQueueId and capacity.

   CreateCampaign (Outbound Campaigns V2) · Request Syntax, channelSubtypeConfig.telephony · Checked 2026-10-02
8. 8
   For a campaign created through the API to be viewable or editable later in the Amazon Connect UI, the instance ARN must be added as a tag (for example an owner tag).

   CreateCampaign (Outbound Campaigns V2) · opening Note, first sentence · Checked 2026-10-02
9. 9
   AWS recommends that campaign agents on softphones have Auto-accept calls enabled, an After Contact Work timeout of 30, and persistent connection enabled, to reduce connection latency and help the predictive algorithm.

   Best practices for Connect Customer outbound campaigns · section User administration best practices · Checked 2026-10-02
10. 10
    For agentless campaigns AWS advises against Lambda lookups; instead a Customer Profiles block with the Get profile action keyed on $.Attributes.connect_customer-profile_profile-id, which is populated automatically for segment-based campaign contacts, supplies data for personalised prompts, and the Error branch should play a call-back message before disconnecting.

    Best practices for Connect Customer outbound campaigns · section Outbound agentless calling · Checked 2026-10-02
11. 11
    For agent-staffed campaigns AWS recommends removing all blocks between Check call progress and Transfer to queue on the Call answered branch to minimise delay before an agent answers.

    Best practices for Connect Customer outbound campaigns · section Outbound agent-staffed calling, first bullet · Checked 2026-10-02
12. 12
    AWS recommends treating the Not detected branch like Call answered and routing it to Transfer to queue, optionally after a short message in case a voicemail answered.

    Best practices for Connect Customer outbound campaigns · section Outbound agent-staffed calling, second bullet · Checked 2026-10-02
13. 13
    AWS recommends replacing Loop prompts in the Default customer queue flow with End flow / Resume (or playing a message if agents do not answer within 2 seconds) and using Disable agent whisper and Disable customer whisper on the Set whisper flow block.

    Best practices for Connect Customer outbound campaigns · section Whisper and queue flow best practices · Checked 2026-10-02
14. 14
    Amazon Connect enforces Calling Line Identification on campaigns: the caller ID number must be one claimed in or ported into the instance's number inventory.

    Set up Connect Customer outbound campaigns · section Best practices for ring duration and caller ID, Maintain Calling Line Identification · Checked 2026-10-02
15. 15
    Campaign states are Draft, Active, Stopped, Error and Completed; a Stopped campaign cannot be resumed, and a campaign can be deleted at any time.

    Guided Campaign Builder - Amazon Connect Customer · section Campaign states · Checked 2026-10-02
16. 16
    AWS recommends disabling call classification to reduce connection latency, but if classification is disabled and the flow contains a Check call progress block, the contact goes down the Error branch.

    Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Note following Agent Allocation · Checked 2026-10-02
17. 17
    The Check call progress block branches on Call answered, Voicemail (beep), Voicemail (no beep), Not detected and Error; Not detected covers cases such as long silence or heavy background noise.

    Flow block in Connect Customer: Check call progress · section Description · Checked 2026-10-02
18. 18
    Check call progress functions only for outbound campaign calls and customer-first callbacks and only on the voice channel; other call types and channels take the Error branch.

    Flow block in Connect Customer: Check call progress · sections Supported call types and Supported channels · Checked 2026-10-02
19. 19
    The Guided Campaign Builder offers the channels Agent assisted voice, Automated voice, Email, SMS and WhatsApp; Agent assisted voice routes calls to an agent queue and Automated voice is handled by a flow with no agent.

    Guided Campaign Builder - Amazon Connect Customer · step 5 and section Outbound campaigns channel configurations · Checked 2026-10-02
20. 20
    Campaign communication limits cap how many communications a recipient can receive per time frame; recipients at the cap are skipped, any contact attempt including a call ending in voicemail counts, and counting errs on the side of over-counting.

    Guided Campaign Builder - Amazon Connect Customer · section Outbound campaigns attempts, Communications per recipient, paragraphs 1-3 · Checked 2026-10-02
21. 21
    For communication limits, outbound campaigns measure a day as a rolling 24-hour window from the current moment.

    Guided Campaign Builder - Amazon Connect Customer · section Communications per recipient, Note, third bullet · Checked 2026-10-02
22. 22
    PutDialRequestBatch, PutOutboundRequestBatch and PutProfileOutboundRequestBatch have a rate limit of 10 requests per second and a burst limit of 10, shared per account and Region.

    Connect Customer service quotas · section Connect Customer Outbound Campaigns Service API throttling quotas, third bullet · Checked 2026-10-02
23. 23
    The console toggle to turn outbound campaigns off has been removed; the configuration can be deleted with the outbound campaigns DeleteConnectInstanceConfig API, and in the UI the only way to turn the feature off is to delete the instance.

    Enable outbound campaigns and Customer Profiles · section How to delete Outbound campaigns configuration · Checked 2026-10-02
24. 24
    The current outbound-campaign setup pages reviewed describe communication limits but no built-in national or company do-not-call scrubbing, so DNC suppression has to be applied to profiles before they enter the campaign segment.inferred

    Guided Campaign Builder - Amazon Connect Customer · whole page; absence of any DNC setting in sections Outbound campaigns attempts and Communication Time · Checked 2026-10-02
25. 25
    Outbound campaigns are enabled in the Amazon Connect console by choosing the instance alias, then Channels and communications, Outbound campaigns, Enable, then Enable outbound campaigns; enablement takes a few minutes and a missing Enable option indicates the Region may not support the feature.

    Set up Connect Customer outbound campaigns · section Configure outbound campaigns, steps 1-7 · Checked 2026-10-02
26. 26
    Enabling outbound campaigns on an existing instance creates a Customer Profiles domain and an agent assist knowledge base of KnowledgeType MESSAGE_TEMPLATES if none existed.

    Enable outbound campaigns and Customer Profiles · section Existing customers enable outbound campaigns, step 5 · Checked 2026-10-02
27. 27
    Besides segments, a campaign's recipients can come from a Customer event: the administrator selects an event source from the Customer Profiles domain's integrations and attribute conditions that activate the trigger.

    Create an outbound campaign using event triggers · section Set up event triggers in the Connect Customer admin website, steps 1-2 · Checked 2026-10-02
28. 28
    Exceptions to communication time require active communication times to be set, and the exception date range's end date is exclusive.

    Guided Campaign Builder - Amazon Connect Customer · section Exceptions to communication time - (optional), intro and step 3 Important box · Checked 2026-10-02
29. 29
    The Guided Campaign Builder offers Host external campaign for administrators who want to use their own recipient list or campaign management tool instead of a Customer Profiles segment.

    Guided Campaign Builder - Amazon Connect Customer · step 3, Note · Checked 2026-10-02
30. 30
    US FCC rules prohibit abandoning more than three percent of telemarketing calls answered live by a person, measured over a 30-day period; a call not connected to a live agent within two seconds of the called person's completed greeting is abandoned and must receive a prerecorded identification message.

    47 CFR 64.1200 Delivery restrictions (annual edition revised as of October 1 2024) · 47 CFR 64.1200(a)(7) and (a)(7)(i) · Checked 2026-10-02
31. 31
    US FCC rules prohibit initiating a telephone solicitation to a residential subscriber before 8 a.m. or after 9 p.m. local time at the called party's location.

    47 CFR 64.1200 Delivery restrictions (annual edition revised as of October 1 2024) · 47 CFR 64.1200(c)(1) · Checked 2026-10-02
32. 32
    US FCC rules require anyone making telemarketing calls to residential subscribers to institute procedures for maintaining a company-specific list of persons who request not to receive such calls.

    47 CFR 64.1200 Delivery restrictions (annual edition revised as of October 1 2024) · 47 CFR 64.1200(d) · Checked 2026-10-02
33. 33
    US FCC rules prohibit telephone solicitations to residential subscribers who have registered their number on the national do-not-call registry, subject to the rule's exceptions.

    47 CFR 64.1200 Delivery restrictions (annual edition revised as of October 1 2024) · 47 CFR 64.1200(c)(2) · Checked 2026-10-02
34. 34
    US FCC rules prohibit disconnecting an unanswered telemarketing call before at least 15 seconds or four rings.

    47 CFR 64.1200 Delivery restrictions (annual edition revised as of October 1 2024) · 47 CFR 64.1200(a)(6) · Checked 2026-10-02
35. 35
    AWS recommends ingesting profiles (through S3 or external application integrations) before creating a segment so the segment's membership can be seen, and the segment builder shows an Estimated audience count that can be refreshed.

    Build customer segments in Connect Customer · Step 1: Build a new segment, item 1; Step 3, item 3 · Checked 2026-10-02
36. 36
    When enabling outbound campaigns the administrator can supply a customer managed AWS KMS key (KMS charges apply) or use an AWS owned key; an API user enabling the feature needs kms:DescribeKey, kms:CreateGrant and kms:RetireGrant on the key.

    Set up Connect Customer outbound campaigns · section Create an AWS KMS key · Checked 2026-10-02
37. 37
    Another AWS page states that the KMS key used for the outbound campaigns configuration cannot be updated after it is created.disputed

    Enable outbound campaigns and Customer Profiles · section Existing customers enable outbound campaigns, step 4 Note · Checked 2026-10-02
38. 38
    One AWS page states that the outbound campaigns KMS key can be switched by disabling outbound campaigns and re-enabling them with a different key.disputed

    Set up Connect Customer outbound campaigns · section Create an AWS KMS key, Note · Checked 2026-10-02
39. 39
    Using outbound campaigns for event-driven mass notifications affecting several thousand customers (for example severe weather or evacuation notices) requires pre-authorization through an AWS Support ticket.

    Set up Connect Customer outbound campaigns · section Important things to know, bullet 2 · Checked 2026-10-02
40. 40
    For a new instance created with Enable Customer Profiles left selected at the Data storage step, outbound campaigns and Customer Profiles are enabled by default.

    Enable outbound campaigns and Customer Profiles · section To enable Connect Customer Customer Profiles and Connect Customer outbound campaigns, steps 1-3 · Checked 2026-10-02
41. 41
    If no Active communication time is configured, communications are attempted as soon as the campaign is published; From and To times are evaluated in the chosen standard or recipient-local time zone.

    Guided Campaign Builder - Amazon Connect Customer · section Active communication time, Note · Checked 2026-10-02
42. 42
    Not every phone number can be used for outbound campaigns; outside the US, UK and Japan the administrator must check that the source number is campaign-capable, and AWS Support can verify or enable a number.

    Guided Campaign Builder - Amazon Connect Customer · section Outbound campaigns channel configurations, Agent Assisted Voice tab, Important box · Checked 2026-10-02
43. 43
    Outbound campaigns can be associated with only one Customer Profiles domain at a time; ListConnectInstanceIntegrations shows the associated domain and DeleteConnectInstanceIntegration removes the association.

    Enable outbound campaigns and Customer Profiles · section Error state and troubleshooting, table row Already associated with another customer profiles domain · Checked 2026-10-02
44. 44
    AWS will end support for Amazon Pinpoint on October 30, 2026, which affects the legacy outbound campaign experience that works with Pinpoint journeys.

    Best practices for Connect Customer outbound campaigns using Pinpoint · top-of-page Important: End of support notice, and the Note that campaigns work in concert with Pinpoint journeys · Checked 2026-10-02
45. 45
    Dialing capacity allocation divides telecom dialing capacity between concurrently active campaigns (1% to 100%), and Agent allocation is a weight setting the share of the queue's available agents a campaign dials for (1% to 200%).

    Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Dialing Capacity Allocation and Agent Allocation paragraphs, and Pacing controls list · Checked 2026-10-02
46. 46
    Predictive mode (Agent assisted voice) dials ahead based on real-time predictions of agent availability, so calls can connect before an agent is free; AWS recommends it when agent productivity, cost per call or efficiency are the critical metrics.

    Best practices for Connect Customer outbound campaigns · section Choose the right mode for voice communication, Predictive (Agent assisted voice) · Checked 2026-10-02
47. 47
    In predictive mode the pacing control Maximum ring time for unanswered calls accepts 15 to 60 seconds.

    Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Pacing controls list · Checked 2026-10-02
48. 48
    A flow that includes a Check call progress block must be created and published before outbound campaigns are used; the block lets the flow branch on whether a person or a machine answered.

    Set up Connect Customer outbound campaigns · section Before you begin, bullet 5 · Checked 2026-10-02
49. 49
    AWS directs administrators to create a dedicated outbound campaigns queue for campaign contacts routed to agents and to assign that queue to the agents' routing profile.

    Set up Connect Customer outbound campaigns · section Before you begin, bullets 3 and 4 · Checked 2026-10-02
50. 50
    Outbound campaigns require the Amazon Connect instance to be enabled for outbound calling.

    Set up Connect Customer outbound campaigns · section Before you begin, bullet 1 · Checked 2026-10-02
51. 51
    Preview dialing lets agents review recipient details before initiating the call, and AWS's best practice for preview mode is to disable call classification.

    Best practices for Connect Customer outbound campaigns using Pinpoint · section Choose the right campaign, Preview campaigns · Checked 2026-10-02
52. 52
    The Check call progress block is not supported in preview dialing mode, and a preview contact is enqueued only when the flow contains a Transfer to queue block.

    Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, step 1 and Note · Checked 2026-10-02
53. 53
    Preview dialing mode does not support the agent whisper flow; the outbound whisper flow can play the whisper to the agent instead.

    Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, Note · Checked 2026-10-02
54. 54
    When several progressive campaigns target the same agents, keeping the sum of their allocations at or below 100% greatly reduces but does not eliminate the chance of multiple campaigns dialing for the same agents.

    Best practices for Connect Customer outbound campaigns · section Progressive (Agent assisted voice), first bullet · Checked 2026-10-02
55. 55
    Progressive mode (Agent assisted voice) dials the next number after an agent completes the previous call; AWS recommends it when answer speed must be reduced.

    Best practices for Connect Customer outbound campaigns · section Choose the right mode for voice communication, Progressive (Agent assisted voice) · Checked 2026-10-02
56. 56
    To guarantee that only one progressive campaign dials for a set of agents, give the campaign an exclusive routing profile that contains only the campaign's queue, allows only voice, and receives no inbound contacts into that queue.

    Best practices for Connect Customer outbound campaigns · section Progressive (Agent assisted voice), second bullet · Checked 2026-10-02
57. 57
    Campaign settings reviewed on the Review and publish page cannot be changed after the campaign is published.

    Guided Campaign Builder - Amazon Connect Customer · section Review and publish, Important box · Checked 2026-10-02
58. 58
    The default quota for concurrent campaign active calls per instance is 0, so a quota increase must be requested before a voice campaign can dial; calls beyond the quota receive a fast busy tone.

    Connect Customer service quotas · section Connect Customer Outbound campaigns service quotas, row Concurrent campaign active calls per instance · Checked 2026-10-02
59. 59
    By default an instance can have 50 active campaigns and 500 total campaigns; both quotas are adjustable.

    Connect Customer service quotas · section Connect Customer Outbound campaigns service quotas, rows Active campaigns per instance and Total campaigns per instance · Checked 2026-10-02
60. 60
    AWS reviews each quota increase request; small increases can be approved in hours while larger requests can take up to 3 weeks, and an instance must exist before a quota increase can be requested.

    Connect Customer service quotas · section Important things to know, bullets 1 and 3 · Checked 2026-10-02
61. 61
    Reattempt rules retry selected disposition codes on a chosen channel after an optional wait, but by default only one re-attempt is allowed unless engagement preferences are configured and loaded into Customer Profiles.

    Guided Campaign Builder - Amazon Connect Customer · section Outbound campaigns reattempt rules, list and Note · Checked 2026-10-02
62. 62
    The phone numbers an outbound campaign can call depend on the AWS Region of the instance: for example US East (N. Virginia) and US West (Oregon) instances can call numbers in the US, Mexico and Brazil, and Canada (Central) instances can call numbers in Canada.

    Availability of Connect Customer features by Region · section Outbound campaigns, bulleted Region-to-country list · Checked 2026-10-02
63. 63
    Amazon Connect outbound campaigns are available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt) and Europe (London); AWS GovCloud (US-West) is not listed.

    Availability of Connect Customer features by Region · section Outbound campaigns (anchor campaigns_region), Region list · Checked 2026-10-02
64. 64
    Region-to-country combinations not listed are not supported for outbound campaign calls; for example a Europe (London) instance cannot place campaign calls to US numbers.

    Availability of Connect Customer features by Region · section Outbound campaigns, final bullet · Checked 2026-10-02
65. 65
    AWS documentation now calls the product Connect Customer, and outbound campaigns were formerly known as high-volume outbound communications.

    Set up Connect Customer outbound campaigns · page title and introductory paragraph · Checked 2026-10-02
66. 66
    AWS notes that regulations might require unanswered calls to ring for a minimum time such as 15 seconds, and outbound campaigns let unanswered calls ring until voicemail or automatic termination.

    Set up Connect Customer outbound campaigns · section Best practices for ring duration and caller ID, Meet the minimum ring duration requirements · Checked 2026-10-02
67. 67
    Customer data files placed in Amazon S3 can be ingested into Customer Profiles by defining an object type mapping that maps source columns to profile fields such as PhoneNumber; CSV headers containing dot notation are not supported.

    Create and ingest customer data into Customer Profiles · introduction, Note on dot notation, and sample object-type mapping · Checked 2026-10-02
68. 68
    A campaign can Start now or Start later with an expiry date and time; with Repeats it refreshes the segment at the chosen frequency, and a recipient can be active in a campaign only once at a time.

    Guided Campaign Builder - Amazon Connect Customer · section Schedule campaign, Repeats and Important box · Checked 2026-10-02
69. 69
    Managed campaigns built in the Guided Campaign Builder do not support Spark SQL segments; they require Classic segments.

    Guided Campaign Builder - Amazon Connect Customer · step 4, box Spark SQL segments not supported · Checked 2026-10-02
70. 70
    A campaign's recipients are determined from the chosen Customer Profiles segment at the campaign's scheduled start time.

    Guided Campaign Builder - Amazon Connect Customer · step 4 · Checked 2026-10-02
71. 71
    A Classic segment can combine two audience groups with an EXCLUDE relationship, producing profiles in group 1 minus those in group 2.

    Build customer segments in Connect Customer · Step 5: Add the second audience group (optional) · Checked 2026-10-02
72. 72
    Building customer segments in the admin website requires security profile permissions for segmentation, and Classic segments are recalculated on demand, for example during campaign execution, so their membership changes over time.

    Build customer segments in Connect Customer · opening Notes and section Classic segmentation with audience groups and filters · Checked 2026-10-02
73. 73
    A segment can be sorted by up to 10 attributes and outbound campaigns dial in that order, but the sort order is respected only for voice campaigns and initial dial attempts take precedence over reattempts.

    Best practices for Connect Customer outbound campaigns · section Using sorted segments with outbound campaigns and journeys · Checked 2026-10-02
74. 74
    After an outbound campaign is created through the CreateCampaign v2 API its source cannot be added or removed.

    CreateCampaign (Outbound Campaigns V2) · opening Note, second sentence · Checked 2026-10-02
75. 75
    Calls from predictive and progressive campaigns can be stopped by logging all agents out of the campaign queue, and a campaign can be paused manually in the console.

    Best practices for Connect Customer outbound campaigns using Pinpoint · section Schedule best practices, final bullets · Checked 2026-10-02
76. 76
    AWS advises testing campaigns at scale because call connection latency can be relatively high when only a handful of campaign calls are made.

    Best practices for Connect Customer outbound campaigns · section Testing best practices · Checked 2026-10-02
77. 77
    Total Communication Limits set at instance level cap communications per recipient across all active campaigns; a campaign with Ignore total limits bypasses them and its communications do not count toward them, and cross-campaign counts are only eventually consistent.

    Guided Campaign Builder - Amazon Connect Customer · section Communications per recipient, Total Communication Limits paragraphs and Note · Checked 2026-10-02
78. 78
    A campaign needs a time zone per recipient: with Recipient's local time zone the zone is inferred from the profile Address or phone area code, postal-code detection also needs Address.Country, and recipients whose zone cannot be determined are dropped (DROPPED_MISSING_TIMEZONE).

    Guided Campaign Builder - Amazon Connect Customer · section Communication Time, Time zone · Checked 2026-10-02
79. 79
    An instance on which outbound campaigns were previously enabled shows an Upgrade button on the Outbound campaigns page; upgrading enables segmentation and orchestration in the admin website.

    Enable outbound campaigns and Customer Profiles · section To upgrade outbound campaigns if you have a Connect Customer instance with outbound campaigns enabled, steps 1-4 · Checked 2026-10-02
80. 80
    If Enable wait for prompt is not selected, the ML call classifier does not listen for a voicemail prompt and the next flow block runs immediately.

    Guided Campaign Builder - Amazon Connect Customer · Agent Assisted Voice tab, paragraph beginning Ensure Enable wait for prompt is selected · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Setting up outbound campaigns in Amazon Connect. WarmTransfer. https://warmtransfer.net/guides/amazon-connect-outbound-campaign-setup

@misc{warmtransfer-amazon-connect-outbound-campaign-setup,
  title  = {Setting up outbound campaigns in Amazon Connect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/amazon-connect-outbound-campaign-setup},
  note   = {Verified 2026-10-02}
}