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Troubleshooting Amazon Connect flows

Verified 2026-10-02 · 58 sources · tier 2

Also known as amazon-connect-contact-flow-troubleshooting.

Amazon Connect flow logging requires flow logging to be enabled for the instance in the console and a Set logging behavior block in the flow, and the resulting logs are stored in a CloudWatch log group in the same AWS Region as the instance 4744. The AWS Lambda function, Set contact attributes, Transfer to queue, Check hours of operation and Get customer input blocks each route a contact down an Error branch under specific documented conditions 182561228.

Enabling flow logs

Flow logging needs 2 things: Enable flow logging turned on for the instance in the console, which creates the CloudWatch log group, and a Set logging behavior block in the flow 47. Amazon Connect generates flow logs only for flows that include a Set logging behavior block with logging set to enabled 42. A logging setting applied by a Set logging behavior block also applies to any later flow the contact is transferred to, even if that flow has no Set logging behavior block 46. If you add a Set logging behavior block to a flow that is already published, you must publish the flow again before it starts generating logs 43. If the instance's flow log group is deleted, you must re-create it manually, or Amazon Connect publishes no more flow logs 39.

Reading flow logs

The flow log group for an instance is named /aws/connect/, where instance_alias is the instance's alias 40. To trace 1 interaction, search the instance's whole log group in CloudWatch for all or part of the contact ID, because each log entry carries the contact ID 45. Amazon Connect delivers flow logs at least once, and a log entry may be delivered more than once, for example after a service retry 35. Flow logs do not record contact activity outside the flow, such as time spent in a queue or the interaction with an agent 36.

When a flow calls Amazon Lex or AWS Lambda, flow logs show the flow's entry to and exit from the call, with the data sent or received at those points 41. Flow log entries include the flow ID, which stays the same when a flow is changed, so you can use the logs to compare interactions across versions of a flow 38. When logging is enabled on a flow, the key and value of flow-scoped attributes appear in the CloudWatch flow log, even though flow attributes are kept out of the contact record 37.

AWS Lambda invocation failures

You must add an AWS Lambda function to the Amazon Connect instance (console, Flows page, AWS Lambda section) before a flow can select it 14. For a function in the same Region, adding it there also adds the resource permissions that let Amazon Connect invoke it 14. To call a function in another Region or account, enter its ARN in the block 17. You must also add a resource-based policy on that function with principal connect.amazonaws.com, the source account set to the instance's account, and the source ARN set to the instance ARN 17.

The AWS Lambda function block timeout can be at most 8 seconds in Synchronous execution mode and at most 60 seconds in Asynchronous mode 25. If an invocation is throttled, hits a general service failure (500), or returns an error, Amazon Connect retries up to 3 times within the timeout and then routes the contact down the Error branch 22. The flow takes the Error path when Lambda cannot be reached, the function throws an exception, the response is not understood, or the function runs longer than the limit 18. Amazon Connect limits a sequence of Lambda functions in a flow to 20 seconds in total and times out with an error when the total is exceeded 16. A Play prompt block placed between functions breaks up the chain 16. Callers hear silence while a Lambda function invoked from a flow is running 15.

A Lambda response returned to a flow must be smaller than 64 KB of UTF-8 data 21. With response validation set to STRING_MAP, the function must return a flat object of string key/value pairs 23. With JSON validation, the function may return any valid JSON, including nested objects 23. A $.External reference always resolves against the most recently invoked function 19. To use a value after a later Lambda call, first save it as a contact attribute or pass it as a parameter 19. Values used directly through $.External are not included in contact records 20. Only values copied into contact attributes with Set contact attributes are included 20.

Contact attribute problems

The contact record attributes section has a maximum size of 32 KB, and when a contact's attributes exceed it, the Set contact attributes block routes the contact down its Error branch 2. Flow attributes exist only in the flow that sets them 4. They are not visible after a transfer to another flow, are not passed out of modules, are not in the contact record, are not shown in the CCP, and cannot be read with GetContactAttributes 4.

User-defined contact attributes are shared across all contacts with the same InitialContactId, so a value set in a transfer flow overwrites the value seen on earlier contact legs 8. Contact segment attributes hold values specific to 1 contact ID and are not shared across contacts with the same InitialContactId 7. They must be predefined before a flow can set them 7.

Amazon Connect treats '$' as a special character in attribute keys 3. A key containing it cannot be retrieved later in the flow, and text-to-speech reads it aloud as 'dollar sign' 3. If a flow references an attribute that is not available when the block runs, the contact can be routed down that block's Error branch, so flows need logic for missing attributes 5. Choosing Set dynamically and also entering a JSONPath value such as $.External.variableName produces an attribute reference with a prepended period 6. Use either the pick-list form (variableName) or the JSONPath form, not both 6.

Queue transfers and hours of operation

The Transfer to queue block routes a contact down At capacity when the destination queue already holds its maximum contacts in queue 55. When you move a contact between queues and the destination is at capacity, the contact stays in its current working queue 55. Transfer to queue takes the Error branch when the transfer fails for a reason other than capacity, such as an invalid queue ARN, a queue not in the instance, or a queue disabled for routing 56. In most flows a Set working queue block must run before Transfer to queue 57. The exceptions are Customer queue flows and outbound campaigns that point to an inbound flow 57. Queue-to-queue transfers can happen only 11 times, because a contact chain is limited to 12 contacts and each transfer adds a contact 58.

If no hours of operation are set on the Check hours of operation block, it checks the hours of the contact's current queue 13. Agent queues have no hours of operation, so checking hours of operation against an agent queue fails and routes the contact down the Error branch 12.

Amazon Lex in flows

Associating an Amazon Lex V2 bot alias with the instance (console, Flows page, Amazon Lex section) updates the bot's resource-based policy so that Amazon Connect may invoke it 31. For a Lex V2 bot, the contact's language attribute in Amazon Connect must match the language model the bot was built with 29. Set that attribute with a Set voice or Set contact attributes block 29.

AWS says not to use TestBotAlias for Lex V2 or $LATEST for Lex classic in production, because those aliases support only a limited number of concurrent calls to the bot 32. Amazon Lex V2 allows at most 2 concurrent voice-mode conversations on TestBotAlias, and that limit is not adjustable 33. Other aliases have defaults of 125 for RecognizeUtterance and 400 for StartConversation 33.

In Get customer input, setting the Lex Max Speech Duration session attribute above 55000 milliseconds routes the contact down the Error branch, and the default is 12000 milliseconds 30. With a Lex V2 bot, Get customer input routes to Default when the input matches no configured intent and to Timeout when there is no input 28. It routes to Error when the block errors or the intent is not fulfilled 28.

Amazon Lex classic bots have their own default error-handling prompts 27. You edit these prompts in the Lex bot's Error Handling settings, not in the flow 27. AWS ended support for Amazon Lex V1, also called Lex classic, on September 15, 2025, after which the V1 console and V1 resources are no longer accessible 34.

Publishing and error handling

Every connector in a flow must be connected to a block for the flow to publish 54. Save stores a draft, and Publish activates the flow 54. AWS's flow best practices say every error branch should be routed to a block that handles the error or ends the contact, and that flows should have no infinite loops 9.

Flow designer analytics mode shows per-block ingress, success, and Incomplete counts 1. Incomplete means traffic that entered a block but left through no branch, for example on disconnects, expired timeouts, failed transfers, or missing error handling 1. We infer that none of the documented default flows, which are agent hold, agent transfer, customer queue, customer whisper, agent whisper, customer hold, outbound, and queue transfer, is dedicated to playing an error message 10.

CloudWatch metrics for flows

Amazon Connect sends instance metrics to CloudWatch every 1 minute, and CloudWatch keeps those metrics for 2 weeks before discarding them 50.

Metric What it counts
ContactFlowErrors Times a flow's error branch was run, namespace AWS/Connect, with flow name as a dimension 49
ContactFlowFatalErrors Times a flow failed to execute because of a system error, distinct from a handled error branch 48
MisconfiguredPhoneNumbers Calls that failed because the dialed phone number is not associated with a flow 51
QueueCapacityExceededError Calls rejected because the queue was full, with queue name as a dimension 52

Product naming

As of October 2026, the AWS administrator guide calls the product 'Connect Customer', and its page titles read 'Amazon Connect Customer' 53. URLs keep the /connect/ path, and metrics keep the AWS/Connect namespace 53.

See also

Applicability

Applies to: Amazon Web Services Amazon Connect and Amazon Web Services Amazon Lex. Deployments: multi-tenant. Sources checked 2026-10-02. AWS ended support for Amazon Lex V1, also called Lex classic, on September 15, 2025, so the Lex classic material here applies only to bots from before that date 3427. The administrator guide's 'Connect Customer' naming reflects the documentation as of October 2026 53.

What remains uncertain

The administrator guide uses the 'Connect Customer' name, while URLs keep /connect/ and metrics keep the AWS/Connect namespace 53. Whether the rename also applies to the console, the API, or pricing is not covered by the sources below. What a caller hears on an unhandled or fatal flow error is not covered by the sources below. The content of an AWS re:Post Knowledge Center article on contact flow errors is not covered by the sources below. The flow takes the Error path when a Lambda function runs longer than the limit 18. Whether this differs between Synchronous and Asynchronous mode is not covered by the sources below. ContactFlowFatalErrors counts flow executions that failed because of a system error 48. How to diagnose the root causes of those errors is not covered by the sources below. A throttled Lambda invocation is retried up to 3 times within the timeout before the contact goes down the Error branch 22. How account-level Lambda concurrency throttling appears from Connect flows is not covered by the sources below. The behaviour of the Check staffing and Check queue status blocks is not covered by the sources below. How Set disconnect flow behaves when a caller hangs up is not covered by the sources below.

See also

Related

Referenced by

Sources

  1. 1
    Flow designer analytics mode shows per-block ingress, success and Incomplete counts, where Incomplete means traffic that entered a block but left through no branch, for example on disconnects, expired timeouts, failed transfers or missing error handling.
    Monitor flow performance with metrics in flow designer analytics mode · Block Metrics table, Incomplete bullet · Checked 2026-10-02
  2. 2
    When a contact's attributes exceed 32 KB, the maximum size of the contact record attributes section, the Set contact attributes block routes the contact down its Error branch.
    Flow block in Connect Customer: Set contact attributes · What happens when attributes exceed 32 KB · Checked 2026-10-02
  3. 3
    Amazon Connect treats '$' as a special character in attribute keys: a key containing it cannot be retrieved later in the flow, and text-to-speech reads it aloud as 'dollar sign'.
    How contact attributes work in Connect Customer · "$" is a special character · Checked 2026-10-02
  4. 4
    Flow attributes exist only in the flow that sets them: they are not visible after a transfer to another flow, are not passed out of modules, are not in the contact record, are not shown in the CCP and cannot be read with GetContactAttributes.
    Flow block in Connect Customer: Set contact attributes · Properties, Flow bullet list · Checked 2026-10-02
  5. 5
    If a flow references an attribute that is not available when the block runs, the contact can be routed down that block's Error branch, so flows need logic for missing attributes.
    How contact attributes work in Connect Customer · What happens if an attribute doesn't exist · Checked 2026-10-02
  6. 6
    Choosing Set dynamically and also entering a JSONPath value such as $.External.variableName produces an attribute reference with a prepended period; use either the pick-list form (variableName) or the JSONPath form, not both.
    Best practices for flows in Connect Customer · Bullet beginning 'Make sure that attributes used in the flow are set and referenced correctly' · Checked 2026-10-02
  7. 7
    Contact segment attributes hold values specific to one contact ID and are not shared across contacts with the same InitialContactId; they must be predefined before a flow can set them.
    How contact attributes work in Connect Customer · Contact segment attributes in the contact record; Types of contact attributes, User-defined bullet · Checked 2026-10-02
  8. 8
    User-defined contact attributes are shared across all contacts with the same InitialContactId, so a value set in a transfer flow overwrites the value seen on earlier contact legs.
    How contact attributes work in Connect Customer · Contact attributes in the contact record, including the 'Contact attributes are shared across transfers' callout · Checked 2026-10-02
  9. 9
    AWS's flow best practices say every error branch should be routed to a block that handles the error or ends the contact, and that flows should have no infinite loops.
    Best practices for flows in Connect Customer · Fifth bullet and last bullet of the best-practices list · Checked 2026-10-02
  10. 10
    The documented Amazon Connect default flows (agent hold, agent transfer, customer queue, customer whisper, agent whisper, customer hold, outbound, queue transfer) include none dedicated to playing an error message.inferred
    Default flows in Connect Customer for your contact center · Topics list · Checked 2026-10-02
  11. 11
    Because a published flow cannot have unconnected branches and no default flow is dedicated to errors, a generic 'error' prompt a caller hears most likely comes from a block the flow author wired to an Error branch, or from a Lex bot's own error handling; flow logs for the contact ID will show which.inferred
    Use the flow designer in Connect Customer to create flows · Create an inbound flow, Note; read with aws-connect-default-flows Topics list and aws-connect-default-prompts-from-lex · Checked 2026-10-02
  12. 12
    Agent queues have no hours of operation, so checking hours of operation against an agent queue fails and routes the contact down the Error branch.
    Flow block in Connect Customer: Check hours of operation · Agent queues · Checked 2026-10-02
  13. 13
    If no hours of operation are set on the Check hours of operation block, it checks the hours of the contact's current queue.
    Flow block in Connect Customer: Check hours of operation · Description, second bullet; Properties, step 5a · Checked 2026-10-02
  14. 14
    An AWS Lambda function must be added to the Amazon Connect instance (console, Flows page, AWS Lambda section) before a flow can select it; adding it there for a same-Region function also adds the resource permissions that let Amazon Connect invoke it.
    Grant Connect Customer access to your AWS Lambda functions · Sections 'Create a Lambda function' (second paragraph) and 'Add a Lambda function to your Connect Customer instance' · Checked 2026-10-02
  15. 15
    Callers hear silence while a Lambda function invoked from a flow is running.
    Grant Connect Customer access to your AWS Lambda functions · Best practice for invoking multiple Lambda functions, first paragraph, third sentence · Checked 2026-10-02
  16. 16
    Amazon Connect limits a sequence of Lambda functions in a flow to 20 seconds in total and times out with an error when the total is exceeded; putting a Play prompt block between functions breaks up the chain.
    Grant Connect Customer access to your AWS Lambda functions · Best practice for invoking multiple Lambda functions · Checked 2026-10-02
  17. 17
    To call a Lambda function in another Region or account, enter its ARN in the block and add a resource-based policy on the function with principal connect.amazonaws.com, source account set to the instance's account and source ARN set to the instance ARN.
    Grant Connect Customer access to your AWS Lambda functions · Add a Lambda function to your Connect Customer instance, step 4 Tip · Checked 2026-10-02
  18. 18
    The flow takes the Error path for a Lambda call when Lambda cannot be reached, the function throws an exception, the response is not understood, or the function runs longer than the limit.
    Grant Connect Customer access to your AWS Lambda functions · Verify the function response, paragraph after the response-validation image · Checked 2026-10-02
  19. 19
    A $.External reference to Lambda output always resolves against the most recently invoked function, so a value needed after a later Lambda call must first be saved as a contact attribute or passed as a parameter.
    Grant Connect Customer access to your AWS Lambda functions · Consume the Lambda function response, first paragraph · Checked 2026-10-02
  20. 20
    Lambda return values used directly through $.External are not included in contact records; only values copied into contact attributes with Set contact attributes are.
    Grant Connect Customer access to your AWS Lambda functions · Consume the Lambda function response > 1. Access variables directly; 2. Store variables as contact attributes · Checked 2026-10-02
  21. 21
    A Lambda response returned to an Amazon Connect flow must be smaller than 64 KB of UTF-8 data.
    Grant Connect Customer access to your AWS Lambda functions · Verify the function response, paragraph beginning 'The output returned from the function must be a flat object' · Checked 2026-10-02
  22. 22
    If a flow's Lambda invocation is throttled, hits a general service failure (500), or returns an error, Amazon Connect retries up to three times within the timeout and then routes the contact down the Error branch.
    Grant Connect Customer access to your AWS Lambda functions · Invoke a Lambda function from a flow > Invocation retry policy · Checked 2026-10-02
  23. 23
    With response validation set to STRING_MAP, the Lambda function must return a flat object of string key/value pairs; with JSON validation it may return any valid JSON, including nested objects.
    Flow block in Connect Customer: AWS Lambda function · Properties > Invoke Lambda, Response validation bullet · Checked 2026-10-02
  24. 24
    According to the AWS Lambda function block reference page, the block has a Timeout branch when configured for Synchronous execution mode, alongside Success and Error.disputed
    Flow block in Connect Customer: AWS Lambda function · Configured block section · Checked 2026-10-02
  25. 25
    The AWS Lambda function block timeout can be at most 8 seconds in Synchronous execution mode and at most 60 seconds in Asynchronous mode.
    Flow block in Connect Customer: AWS Lambda function · Properties > Invoke Lambda, Timeout bullet · Checked 2026-10-02
  26. 26
    According to the Lambda integration guide page, when a synchronous Lambda call exceeds the block's timeout the contact routes down the Error branch.disputed
    Grant Connect Customer access to your AWS Lambda functions · Invoke a Lambda function from a flow, step 6 · Checked 2026-10-02
  27. 27
    Amazon Lex classic bots have their own default error-handling prompts, such as 'Sorry, can you please repeat that?' and 'Sorry, I could not understand. Goodbye.', which are edited in the Lex bot's Error Handling settings rather than in the flow.
    Default prompts from Amazon Lex: Sorry · Whole page (bullet list and procedure 'To change default Amazon Lex prompts') · Checked 2026-10-02
  28. 28
    With a Lex V2 bot, Get customer input routes to Default when the input matches no configured intent, to Timeout when there is no input, and to Error when the block errors or the intent is not fulfilled.
    Flow block in Connect Customer: Get customer input · Flow block branches, numbered list · Checked 2026-10-02
  29. 29
    For an Amazon Lex V2 bot, the contact's language attribute in Amazon Connect must match the language model the bot was built with; set it with a Set voice or Set contact attributes block.
    Add an Amazon Lex bot to Connect Customer · Create a flow and add your Amazon Lex bot, Important box · Checked 2026-10-02
  30. 30
    Setting the Lex Max Speech Duration session attribute above 55000 milliseconds in Get customer input routes the contact down the Error branch; the default is 12000 milliseconds.
    Flow block in Connect Customer: Get customer input · Configure for Amazon Lex input > Configurable time-outs for voice input, Max Speech Duration Important box · Checked 2026-10-02
  31. 31
    Associating an Amazon Lex V2 bot alias with the instance (console, Flows page, Amazon Lex section) updates the bot's resource-based policy so that Amazon Connect may invoke it.
    Add an Amazon Lex bot to Connect Customer · Add the Amazon Lex bot to your Connect Customer instance, Amazon Lex tab, Note · Checked 2026-10-02
  32. 32
    AWS says not to use TestBotAlias (Lex V2) or $LATEST (Lex classic) in production, because those aliases support only a limited number of concurrent calls to the bot.
    Add an Amazon Lex bot to Connect Customer · Create an alias for the bot, Important box · Checked 2026-10-02
  33. 33
    Amazon Lex V2 allows at most 2 concurrent voice-mode conversations on TestBotAlias (not adjustable), against defaults of 125 (RecognizeUtterance) and 400 (StartConversation) for other aliases.
    Quotas (Amazon Lex V2 Developer Guide) · Runtime quotas table, rows for concurrent voice-mode conversations · Checked 2026-10-02
  34. 34
    AWS ended support for Amazon Lex V1 (Lex classic) on September 15, 2025, after which the V1 console and V1 resources are no longer accessible.
    Add an Amazon Lex bot to Connect Customer · Important box 'End of support notice' at top of page · Checked 2026-10-02
  35. 35
    Amazon Connect delivers flow logs at least once, and a log entry may be delivered more than once, for example after a service retry.
    Enable Connect Customer flow logs in an Amazon CloudWatch log group · Tip box under the page heading · Checked 2026-10-02
  36. 36
    Flow logs do not record contact activity that happens outside the flow, such as time spent in a queue or the interaction with an agent.
    Data in flow logs stored in an Amazon CloudWatch log group · First paragraph, second sentence · Checked 2026-10-02
  37. 37
    When logging is enabled on a flow, the key and value of flow-scoped attributes appear in the CloudWatch flow log, even though flow attributes are kept out of the contact record.
    Flow block in Connect Customer: Set contact attributes · Properties, Flow bullet list, last item · Checked 2026-10-02
  38. 38
    Flow log entries include the flow ID, which stays the same when a flow is changed, so logs can be used to compare interactions across versions of a flow.
    Data in flow logs stored in an Amazon CloudWatch log group · Fourth paragraph · Checked 2026-10-02
  39. 39
    If the instance's flow log group is deleted, it must be re-created manually; otherwise Amazon Connect publishes no more flow logs.
    Flow logs stored in an Amazon CloudWatch log group · Paragraph 'What happens if my log group is deleted?' · Checked 2026-10-02
  40. 40
    The flow log group for an instance is named /aws/connect/<instance_alias>, where instance_alias is the instance's alias.
    Search flow logs stored in an Amazon CloudWatch log group · Procedure 'To search flow logs', step 2 · Checked 2026-10-02
  41. 41
    When a flow calls Amazon Lex or AWS Lambda, flow logs show the flow's entry to and exit from the call, with the data sent or received at those points.
    Data in flow logs stored in an Amazon CloudWatch log group · Third paragraph · Checked 2026-10-02
  42. 42
    Amazon Connect generates flow logs only for flows that include a Set logging behavior block with logging set to enabled.
    Enable Connect Customer flow logs in an Amazon CloudWatch log group · Step 2: Add the Set logging behavior block, first paragraph · Checked 2026-10-02
  43. 43
    If a Set logging behavior block is added to a flow that is already published, the flow must be published again before it starts generating logs.
    Enable Connect Customer flow logs in an Amazon CloudWatch log group · Step 2, procedure 'To enable or disable flow logs for a flow', step 4 · Checked 2026-10-02
  44. 44
    Amazon Connect flow logs are stored in a CloudWatch log group in the same AWS Region as the Amazon Connect instance.
    Flow logs stored in an Amazon CloudWatch log group · First paragraph under the page heading · Checked 2026-10-02
  45. 45
    To trace one interaction, search the instance's whole log group in CloudWatch for all or part of the contact ID; each log entry carries the contact ID.
    Search flow logs stored in an Amazon CloudWatch log group · Procedure 'To search flow logs', steps 3 and 4 · Checked 2026-10-02
  46. 46
    A logging setting applied by a Set logging behavior block also applies to any subsequent flow the contact is transferred to, even if that flow has no Set logging behavior block.
    Enable Connect Customer flow logs in an Amazon CloudWatch log group · Step 2: Add the Set logging behavior block, third paragraph · Checked 2026-10-02
  47. 47
    Amazon Connect flow logging needs two things: Enable flow logging turned on for the instance in the console (which creates the CloudWatch log group) and a Set logging behavior block in the flow.
    Use flow logs to track events in Connect Customer flows · Overview list, bullet 'Flow logs stored in an CloudWatch group', third paragraph · Checked 2026-10-02
  48. 48
    The CloudWatch metric ContactFlowFatalErrors counts the number of times a flow failed to execute because of a system error, which is distinct from a handled error branch.
    Monitoring your Connect Customer instance using CloudWatch · Metrics table, row ContactFlowFatalErrors · Checked 2026-10-02
  49. 49
    The CloudWatch metric ContactFlowErrors (namespace AWS/Connect) counts the number of times a flow's error branch was run, with flow name as a dimension.
    Monitoring your Connect Customer instance using CloudWatch · Connect Customer metrics sent to CloudWatch table, row ContactFlowErrors · Checked 2026-10-02
  50. 50
    Amazon Connect sends instance metrics to CloudWatch every 1 minute, and CloudWatch keeps those metrics for two weeks before discarding them.
    Monitoring your Connect Customer instance using CloudWatch · Introductory paragraphs under the page heading · Checked 2026-10-02
  51. 51
    The CloudWatch metric MisconfiguredPhoneNumbers counts calls that failed because the dialed phone number is not associated with a flow.
    Monitoring your Connect Customer instance using CloudWatch · Metrics table, row MisconfiguredPhoneNumbers · Checked 2026-10-02
  52. 52
    The CloudWatch metric QueueCapacityExceededError counts calls rejected because the queue was full, with queue name as a dimension.
    Monitoring your Connect Customer instance using CloudWatch · Metrics table, row QueueCapacityExceededError · Checked 2026-10-02
  53. 53
    As of October 2026 the AWS administrator guide calls the product 'Connect Customer' (page titles read 'Amazon Connect Customer'), while URLs keep the /connect/ path and metrics keep the AWS/Connect namespace.
    Monitoring your Connect Customer instance using CloudWatch · Page heading and 'Connect Customer metrics sent to CloudWatch' section · Checked 2026-10-02
  54. 54
    Every connector in a flow must be connected to a block for the flow to publish; Save stores a draft and Publish activates the flow.
    Use the flow designer in Connect Customer to create flows · Create an inbound flow, final step and Note · Checked 2026-10-02
  55. 55
    The Transfer to queue block routes a contact down At capacity when the destination queue already holds its maximum contacts in queue; when moving a contact between queues, the contact stays in its current working queue.
    Flow block in Connect Customer: Transfer to queue · How to configure this block > Transfer to queue, outcomes lists; Flow block branches · Checked 2026-10-02
  56. 56
    Transfer to queue takes the Error branch when the transfer fails for a reason other than capacity, such as an invalid queue ARN, a queue not in the instance, or a queue disabled for routing.
    Flow block in Connect Customer: Transfer to queue · How to configure this block > Transfer to queue, Error outcome bullet · Checked 2026-10-02
  57. 57
    In most flows a Set working queue block must run before Transfer to queue; the exceptions are Customer queue flows and outbound campaigns that point to an inbound flow.
    Flow block in Connect Customer: Transfer to queue · Additional configuration tips, second bullet · Checked 2026-10-02
  58. 58
    Queue-to-queue transfers can happen only 11 times, because a contact chain is limited to 12 contacts and each transfer adds a contact.
    Flow block in Connect Customer: Transfer to queue · Additional configuration tips, third bullet · Checked 2026-10-02

Documents

tier 2 current vendor documentation

Add an Amazon Lex bot to Connect Customer

Amazon Web Services · accessed 2026-09-25

tier 2 current vendor documentation

Best practices for flows in Connect Customer

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Data in flow logs stored in an Amazon CloudWatch log group

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Default flows in Connect Customer for your contact center

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Default prompts from Amazon Lex: Sorry

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Enable Connect Customer flow logs in an Amazon CloudWatch log group

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Flow block in Connect Customer: AWS Lambda function

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Flow block in Connect Customer: Check hours of operation

Amazon Web Services · accessed 2026-10-01

tier 2 current vendor documentation

Flow block in Connect Customer: Get customer input

Amazon Web Services · accessed 2026-09-25

tier 2 current vendor documentation

Flow block in Connect Customer: Set contact attributes

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Flow block in Connect Customer: Transfer to queue

Amazon Web Services · accessed 2026-09-07

tier 2 current vendor documentation

Flow logs stored in an Amazon CloudWatch log group

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Grant Connect Customer access to your AWS Lambda functions

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

How contact attributes work in Connect Customer

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Monitor flow performance with metrics in flow designer analytics mode

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Monitoring your Connect Customer instance using CloudWatch

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Quotas (Amazon Lex V2 Developer Guide)

Amazon Web Services · accessed 2026-09-25

tier 2 current vendor documentation

Search flow logs stored in an Amazon CloudWatch log group

Amazon Web Services · accessed 2026-10-02

tier 2 current vendor documentation

Use flow logs to track events in Connect Customer flows

Amazon Web Services · accessed 2026-09-07

tier 2 current vendor documentation

Use the flow designer in Connect Customer to create flows

Amazon Web Services · accessed 2026-09-07

Cite this page

APA

WarmTransfer. (2026, October 2). Troubleshooting Amazon Connect flows. WarmTransfer. https://warmtransfer.net/knowledge/amazon-connect-flow-troubleshooting

BibTeX

@misc{warmtransfer-amazon-connect-flow-troubleshooting,
  title  = {Troubleshooting Amazon Connect flows},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/amazon-connect-flow-troubleshooting},
  note   = {Verified 2026-10-02}
}