Configuration · guide

Setting up outbound campaigns in Amazon Connect

Amazon Connect

Verified 2026-10-02 · 87 sources · tier 1–2

For Amazon Connect administrators and contact-centre engineers who already run an instance and need to stand up an outbound voice campaign.

AWS documentation now calls the product Connect Customer, and outbound campaigns were formerly known as high-volume outbound communications 65. This guide follows the Guided Campaign Builder, which offers Agent assisted voice and Automated voice among its channels and takes a campaign's recipients from a Customer Profiles segment at the scheduled start time 19 70.

Before you start

The instance must be enabled for outbound calling before you use outbound campaigns 50.
The instance must already exist, because a quota increase cannot be requested without one 60.
Have a source phone number ready that is claimed in or ported into the instance's number inventory 14.
Decide whether you will supply a customer managed AWS KMS key, which incurs KMS charges, or use an AWS owned key 36.
An API user who enables the feature needs kms:DescribeKey, kms:CreateGrant and kms:RetireGrant on the key 36.
The people who build segments need security profile permissions for segmentation 72.
This guide covers segment-based campaigns, not the legacy experience that works with Amazon Pinpoint journeys, and AWS will end support for Amazon Pinpoint on October 30, 2026 44.
Recipients can also come from a Customer event trigger instead of a segment, which this guide does not cover 27.
The builder also offers Host external campaign for administrators who use their own recipient list or campaign tool instead of a segment, which this guide does not cover 29.
If you create campaigns through the CreateCampaign v2 API instead of the builder, the telephony channel's defaultOutboundConfig carries answerMachineDetectionConfig, connectContactFlowId, connectSourcePhoneNumber and ringTimeout, alongside connectQueueId and capacity 7.
Tag an API-created campaign with the instance ARN, or it cannot be viewed or edited later in the Amazon Connect UI 8.
After a campaign is created through the CreateCampaign v2 API, its source cannot be added or removed 74.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How should campaign calls reach the customer?

Where do the recipients come from?

Two questions. One permanent page you can send to your manager.

Step 1 Confirm your Region can call your recipients' countries

Do

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), and AWS GovCloud (US-West) is not listed 63.
The numbers a campaign can call depend on the instance's Region: for example, US East (N. Virginia) and US West (Oregon) instances can call the US, Mexico and Brazil, and Canada (Central) instances can call Canada 62.
Region-to-country combinations that are not listed are unsupported, so for example a Europe (London) instance cannot place campaign calls to US numbers 64.
Confirm that the instance is enabled for outbound calling 50.
If the campaign is an event-driven mass notification affecting several thousand customers, such as a severe weather or evacuation notice, request pre-authorization through an AWS Support ticket 39.

Verify

Every destination country appears under the instance's Region in the outbound campaigns Region-to-country list 62.
Suggested check: list every destination country in your recipient data and tick each one off against the Region list before you go further.

Step 2 Request the concurrent campaign calls quota

Do

Request an increase to Concurrent campaign active calls per instance, whose default is 0, because a voice campaign cannot dial until the quota is raised 58.
Calls beyond this quota receive a fast busy tone 58.
AWS reviews each increase request, and small increases can be approved in hours while larger ones can take up to 3 weeks 60.
By default an instance can have 50 active campaigns and 500 total campaigns, and both quotas are adjustable 59.

Verify

The applied value of Concurrent campaign active calls per instance is above its default of 0 58.
Suggested check: confirm the approved value covers the number of simultaneous calls you plan to place.

Step 3 Enable outbound campaigns and choose the encryption key

Do

For a new instance created with Enable Customer Profiles left selected at the Data storage step, outbound campaigns and Customer Profiles are already enabled 40.
Otherwise, in the Amazon Connect console choose the instance alias, then Channels and communications, Outbound campaigns, Enable 25.
Supply a customer managed AWS KMS key or use an AWS owned key 36.
Choose Enable outbound campaigns 25.
If the Outbound campaigns page shows an Upgrade button, outbound campaigns were previously enabled on this instance, and upgrading enables segmentation and orchestration in the admin website 79.
On an existing instance, enabling creates a Customer Profiles domain and an agent assist knowledge base of KnowledgeType MESSAGE_TEMPLATES if none existed 26.
Outbound campaigns can be associated with only one Customer Profiles domain at a time; ListConnectInstanceIntegrations shows the associated domain and DeleteConnectInstanceIntegration removes the association 43.

Verify

Enablement takes a few minutes 25.
A missing Enable option indicates the Region may not support the feature, so recheck the Region list 25.
Suggested check: reopen the Outbound campaigns page and confirm the feature now shows as enabled with the key you chose.

Rollback

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 23.

Step 4 Get recipients into Customer Profiles

The recipients already exist as Customer Profiles

Do

Confirm that the target customers exist as profiles in the domain associated with outbound campaigns, using ListConnectInstanceIntegrations to see which domain that is 43.
Confirm that each profile carries an Address or a phone number whose area code allows its time zone to be inferred, plus Address.Country where postal-code detection is relied on, because recipients whose zone cannot be determined are dropped 78.

Verify

The segment builder's Estimated audience count, which can be refreshed, shows the profiles you expect 35.
Suggested check: open a sample of profiles and confirm the phone and address fields are populated.

You hold an external call list that must be loaded into Customer Profiles

Do

Place the list file in Amazon S3 and define an object type mapping that maps its columns to profile fields such as PhoneNumber 67.
Do not use dot notation in CSV headers, because it is not supported 67.
Map the address or phone data into the profile fields used for time zone inference, including Address.Country where postal-code detection is relied on, because recipients whose zone cannot be determined are dropped 78.
Ingest the profiles before you create the segment so that its membership can be seen 35.
If you need more than one re-attempt per recipient, configure engagement preferences and load them into Customer Profiles 61.

Verify

The segment builder's Estimated audience count, which can be refreshed, reflects the loaded rows 35.
Suggested check: open a sample of newly created profiles and confirm the phone and address values landed in the intended fields.

Rollback

Suggested rollback: stop loading further files and delete any profiles you created that should not be dialed.

Step 5 Build the campaign segment

Do

Confirm your security profile has the segmentation permissions 72.
Create a Classic segment, because managed campaigns built in the Guided Campaign Builder do not support Spark SQL segments 69.
Put the target audience in group 1 and your suppression profiles, such as do-not-call numbers, in a second audience group joined with EXCLUDE, which yields profiles in group 1 minus those in group 2 71.
Optionally sort by up to 10 attributes; campaigns dial in that order for voice campaigns only, and initial dial attempts take precedence over reattempts 73.
Classic segments are recalculated on demand, for example during campaign execution, so membership can change between now and launch 72.

Verify

The refreshed Estimated audience count matches the recipient count you expect after exclusions 35.
Suggested check: search for a few known suppressed records and confirm they are not in the segment.

Rollback

Suggested rollback: edit or delete the segment, since no campaign uses it yet.

Step 6 Prepare the queue, routing profile and agents

Predictive: dial ahead of agent availability

Do

Create a dedicated outbound campaigns queue and assign it to the campaign agents' routing profile 49.
A queue is created in the admin website from Routing, Queues, Add new queue, and the new queue is automatically active 81.
In the routing profile, the channel chosen for the queue must also be enabled in Channel Settings, or contacts on it are not routed 82.
For campaign agents on softphones, AWS recommends Auto-accept calls enabled, an After Contact Work timeout of 30 and persistent connection enabled 9.
Auto-accept and the ACW timeout are set by editing each user 83.

Verify

The agents' user settings show auto-accept, an ACW timeout of 30 and persistent connection 9.
Suggested check: open the agents' routing profile and confirm the campaign queue is listed with voice enabled.

Rollback

Suggested rollback: remove the campaign queue from the routing profile and restore each agent's previous settings.

Progressive: dial the next number after an agent finishes a call

Do

Create a dedicated outbound campaigns queue and assign it to the agents' routing profile 49.
A queue is created in the admin website from Routing, Queues, Add new queue, and the new queue is automatically active 81.
In the routing profile, the channel chosen for the queue must also be enabled in Channel Settings, or contacts on it are not routed 82.
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 56.
Each agent is assigned to exactly one routing profile, so moving agents to an exclusive profile removes them from their previous one 84.
For campaign agents on softphones, AWS recommends Auto-accept calls enabled, an After Contact Work timeout of 30 and persistent connection enabled 9.

Verify

Where exclusivity is required, the routing profile contains only the campaign queue, allows only voice and receives no inbound contacts into that queue 56.
Suggested check: open each campaign agent's user record and confirm the intended routing profile and settings.

Rollback

Suggested rollback: reassign the agents to their previous routing profile and delete the campaign-only profile.

Preview: the agent reviews recipient details before the call

Do

Create a dedicated outbound campaigns queue and assign it to the agents' routing profile 49.
A queue is created in the admin website from Routing, Queues, Add new queue, and the new queue is automatically active 81.
In the routing profile, the channel chosen for the queue must also be enabled in Channel Settings, or contacts on it are not routed 82.
Preview mode does not support the agent whisper flow, so use the outbound whisper flow if the agent should hear a whisper 53.

Verify

Suggested check: open the agents' routing profile and confirm the campaign queue is listed with voice enabled.

Rollback

Suggested rollback: remove the campaign queue from the routing profile.

Agentless: automated voice with no agent

Do

Automated voice is handled by a flow with no agent, unlike Agent assisted voice, which routes calls to an agent queue 19.

Verify

Suggested check: confirm no agent routing changes were made for this campaign.

Step 7 Build and publish the campaign flow

Predictive: dial ahead of agent availability

Do

Create a flow that includes a Check call progress block, which lets the flow branch on whether a person or a machine answered 48.
The block branches on Call answered, Voicemail (beep), Voicemail (no beep), Not detected and Error, and Not detected covers cases such as long silence or heavy background noise 17.
Remove all blocks between Check call progress and Transfer to queue on the Call answered branch, as AWS recommends, to minimise delay before an agent answers 11.
Route Not detected to Transfer to queue as well, optionally after a short message in case a voicemail answered 12.
A Set working queue block is not needed when the campaign points at an inbound flow whose queue the campaign configuration already sets 85.
Use Disable agent whisper and Disable customer whisper on the Set whisper flow block, and replace Loop prompts in the Default customer queue flow with End flow / Resume 13.
Attach every connector to a block, then choose Publish, which activates the flow immediately 86.

Verify

Call answered and Not detected both reach Transfer to queue, with no blocks between Check call progress and Transfer to queue on Call answered 11 12.
A manual test call does not exercise this block, because Check call progress functions only for outbound campaign calls and customer-first callbacks and other call types take the Error branch 18.

Rollback

Open a previous version from the Latest: Published dropdown and choose Publish 87.

Progressive: dial the next number after an agent finishes a call

Do

Create a flow that includes a Check call progress block, which lets the flow branch on whether a person or a machine answered 48.
The block branches on Call answered, Voicemail (beep), Voicemail (no beep), Not detected and Error 17.
Remove all blocks between Check call progress and Transfer to queue on the Call answered branch, as AWS recommends 11.
Route Not detected to Transfer to queue as well, optionally after a short message in case a voicemail answered 12.
A Set working queue block is not needed when the campaign points at an inbound flow whose queue the campaign configuration already sets 85.
Use Disable agent whisper and Disable customer whisper on the Set whisper flow block, and replace Loop prompts in the Default customer queue flow with End flow / Resume 13.
Attach every connector to a block, then choose Publish, which activates the flow immediately 86.

Verify

Call answered and Not detected both reach Transfer to queue 11 12.
A manual test call takes the Error branch, because Check call progress functions only for outbound campaign calls and customer-first callbacks 18.
Suggested check: trace each voicemail branch and confirm it ends where you intend.

Rollback

Open a previous version from the Latest: Published dropdown and choose Publish 87.

Preview: the agent reviews recipient details before the call

Do

Build the flow without a Check call progress block, which preview mode does not support 52.
Include a Transfer to queue block, because a preview contact is enqueued only when the flow contains one 52.
A Set working queue block is not needed when the campaign points at an inbound flow whose queue the campaign configuration already sets 85.
Attach every connector to a block, then choose Publish, which activates the flow immediately 86.

Verify

The published flow contains Transfer to queue and no Check call progress block 52.

Rollback

Open a previous version from the Latest: Published dropdown and choose Publish 87.

Agentless: automated voice with no agent

Do

Create a flow that includes a Check call progress block, which lets the flow branch on whether a person or a machine answered 48.
Instead of a Lambda lookup, add 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 and supplies data for personalised prompts 10.
Give each Check call progress branch, Call answered, Voicemail (beep), Voicemail (no beep), Not detected and Error, a destination in the flow 17.
On the Error branch, play a call-back message before disconnecting 10.
Attach every connector to a block, then choose Publish, which activates the flow immediately 86.

Verify

A manual test call takes the Error branch, because Check call progress functions only for outbound campaign calls and customer-first callbacks 18.
Suggested check: trace each of the branches and confirm each leads to the prompt you intend.

Rollback

Open a previous version from the Latest: Published dropdown and choose Publish 87.

Step 8 Create the campaign and configure dialing

Predictive: dial ahead of agent availability

Do

In the Guided Campaign Builder, select the campaign segment you built, from which recipients are determined at the scheduled start time 70.
Choose a source number claimed in or ported into the instance 14.
Outside the US, UK and Japan, check that the source number is campaign-capable, which AWS Support can verify or enable 42.
Choose Agent assisted voice, which routes calls to an agent queue, with the published campaign flow and the campaign queue 19.
AWS recommends disabling call classification to reduce connection latency, but keep it enabled when the published flow contains Check call progress, because with it disabled a contact in such a flow goes down the Error branch 16.
Select Enable wait for prompt, or the classifier does not listen for a voicemail prompt and the next flow block runs immediately 80.
Set Maximum ring time for unanswered calls between 15 and 60 seconds 47.
US FCC rules prohibit disconnecting an unanswered telemarketing call before at least 15 seconds or 4 rings 34 66.
Set Dialing capacity allocation (1% to 100%) and Agent allocation (1% to 200%) 45.
Enable abandonment controls with a target rate of 0% to 100%, a measurement window of 1 to 24 hours and a connection threshold of at least 1 second; the dialer switches to progressive dialing when the target is reached 1.
Choose Greeting start time or Greeting end time as the abandonment timer start point, because Connected to system time is available only when call classification is disabled 2.

Verify

The review page shows predictive mode with abandonment controls at the intended target rate, measurement window and connection threshold 1.
Suggested check: confirm on the review page that wait-for-prompt is selected and the ring time matches what your compliance owner approved.

Rollback

Edit or discard the draft before publishing, because settings cannot be changed after the campaign is published 57.

Progressive: dial the next number after an agent finishes a call

Do

In the Guided Campaign Builder, select the campaign segment you built, from which recipients are determined at the scheduled start time 70.
Choose a source number claimed in or ported into the instance 14.
Outside the US, UK and Japan, check that the source number is campaign-capable, which AWS Support can verify or enable 42.
Choose Agent assisted voice, which routes calls to an agent queue, with the published campaign flow and the campaign queue 19.
AWS recommends disabling call classification to reduce connection latency, but if you do, remove Check call progress from the flow, or contacts go down its Error branch 16.
If classification stays enabled, select Enable wait for prompt, or the classifier does not listen for a voicemail prompt 80.
When several progressive campaigns target the same agents, keep the sum of their allocations at or below 100%, which greatly reduces but does not eliminate the chance of several campaigns dialing for the same agents 54.

Verify

The allocations of progressive campaigns sharing these agents sum to 100% or less 54.
Suggested check: confirm on the review page that the classification setting matches whether the published flow contains the call progress block.

Rollback

Edit or discard the draft before publishing, because settings cannot be changed after the campaign is published 57.

Preview: the agent reviews recipient details before the call

Do

In the Guided Campaign Builder, select the campaign segment you built, from which recipients are determined at the scheduled start time 70.
Choose a source number claimed in or ported into the instance 14.
Outside the US, UK and Japan, check that the source number is campaign-capable, which AWS Support can verify or enable 42.
Choose Agent assisted voice, which routes calls to an agent queue, with the published campaign flow and the campaign queue 19.
Disable call classification, which AWS gives as best practice for preview mode 51.

Verify

Suggested check: confirm the review page shows preview mode with call classification disabled.

Rollback

Edit or discard the draft before publishing, because settings cannot be changed after the campaign is published 57.

Agentless: automated voice with no agent

Do

In the Guided Campaign Builder, select the campaign segment you built, from which recipients are determined at the scheduled start time 70.
Choose a source number claimed in or ported into the instance 14.
Outside the US, UK and Japan, check that the source number is campaign-capable, which AWS Support can verify or enable 42.
Choose Automated voice, which is handled by a flow with no agent, and select the published campaign flow 19.
AWS recommends disabling call classification to reduce connection latency, but keep it enabled when the published flow contains Check call progress, because with it disabled a contact in such a flow goes down the Error branch 16.

Verify

Suggested check: confirm the review page shows the automated channel, the correct flow and the correct source number.

Rollback

Edit or discard the draft before publishing, because settings cannot be changed after the campaign is published 57.

Step 9 Set communication limits and reattempts

Do

Set per-recipient communication limits per time frame; recipients at the cap are skipped, any attempt including a call ending in voicemail counts, and counting errs on the side of over-counting 20.
Leave the instance-level Total Communication Limits in force unless the campaign must bypass them, because a campaign with Ignore total limits bypasses them and its communications do not count toward them 77.
Cross-campaign counts under Total Communication Limits are only eventually consistent 77.
Add reattempt rules for selected disposition codes with an optional wait; by default only one re-attempt is allowed unless engagement preferences are configured and loaded into Customer Profiles 61.

Verify

Read each daily limit as a rolling 24-hour window from the current moment, not a calendar day 21.
Suggested check: confirm the attempts section lists the limits and reattempt rules you intended.

Rollback

Edit the settings before publishing, because they cannot be changed afterwards 57.

Step 10 Set communication time windows

Do

Choose a standard time zone or Recipient's local time zone; with the local option the zone is inferred from the profile Address or phone area code, and recipients whose zone cannot be determined are dropped as DROPPED_MISSING_TIMEZONE 78.
Add Active communication times, because without them communications are attempted as soon as the campaign is published 41.
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 31.
Add exceptions for blocked dates, which require active communication times and treat the end date of the range as exclusive 28.

Verify

Each exception's end date is the day after the last day you want blocked, because the end date is exclusive 28.
Suggested check: confirm every day you intend to dial has an explicit window.

Rollback

Edit the settings before publishing, because they cannot be changed afterwards 57.

Step 11 Run the calling-rules review

Do

US FCC rules prohibit telephone solicitations to residential subscribers registered on the national do-not-call registry, subject to the rule's exceptions 33.
US FCC rules require anyone making telemarketing calls to residential subscribers to maintain a company-specific do-not-call list 32.
Confirm the segment's EXCLUDE group holds the suppressed profiles, since it removes group 2 profiles from group 1 71.
For agent-staffed campaigns, US FCC rules prohibit abandoning more than 3 percent of telemarketing calls answered live, measured over a 30-day period, and a call not connected to a live agent within 2 seconds of the completed greeting is abandoned and must receive a prerecorded identification message 30.
The predictive abandonment controls measure over a window of 1 to 24 hours 1.
AWS states that answering machine detection might not comply with telemarketing laws and that the customer is responsible for implementing it compliantly 5.
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, connecting to an agent adds a small delay, and PBX numbers with multi-level voicemail prompts are not supported 6.

Verify

Suggested check: obtain written sign-off from your compliance owner on suppression, calling hours, ring time, abandonment and machine-detection settings.
Suggested check: measure abandonment separately over the period your compliance owner requires.

Step 12 Schedule and publish

Do

Review every setting, because settings on the Review and publish page cannot be changed after publishing 57.
Choose Start now or Start later with an expiry date and time 68.
For a recurring campaign choose Repeats, which refreshes the segment at the chosen frequency, and note that a recipient can be active in a campaign only once at a time 68.
Publish the campaign 57.

Verify

The campaign state is Active rather than Draft or Error 15.

Rollback

Stop or delete the campaign; a Stopped campaign cannot be resumed, and a campaign can be deleted at any time 15.
Suggested rollback: to change settings after publishing, create a new campaign with the corrected values.

Step 13 Test, monitor and know how to stop

Do

Pilot with a small test segment, but expect unrepresentative results, because AWS advises testing at scale when call connection latency can be relatively high with only a handful of calls 76.
Keep the number of active campaigns within the default of 50 per instance unless that quota has been raised 59.
If calls receive a fast busy tone, check whether the concurrent campaign active calls quota has been exceeded 58.

Verify

If the published flow contains Check call progress, live answers and voicemail follow its intended branches, Call answered, Voicemail (beep), Voicemail (no beep), Not detected or Error 17.
Suggested check: confirm test recipients are called only inside the configured windows and see the configured caller ID.

Rollback

Stop the campaign, knowing a Stopped campaign cannot be resumed 15.
AWS's legacy best-practice page states that 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 75.

Applicability

Applies to: Amazon Web Services Amazon Connect and Amazon Web Services Amazon Connect Customer. Deployments: multi-tenant. Sources checked 2026-10-02. AWS GovCloud (US-West) is not listed among the Regions where outbound campaigns are available 63.

What remains uncertain

Whether the encryption key chosen when enabling outbound campaigns can be changed later is not covered by the sources below. Whether the platform itself scrubs numbers against do-not-call lists is not covered by the sources below. Consent requirements for prerecorded or autodialed calls, state-level telemarketing rules and calling rules outside the US are not covered by the sources below. The full list of voice disposition codes available to reattempt rules is not covered by the sources below. A procedure for bulk-deleting profiles loaded from a list is not covered by the sources below. Whether the federal telemarketing rule text has changed since the edition these claims rely on is not covered by the sources below.

Sources

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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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
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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
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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
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A user is added under Users, Add new users, entering name, email and password and choosing a routing profile and security profile; phone type, auto-accept and ACW timeout are set by editing the user afterwards.
Add users to Connect Customer · Add a user individually, items 1-8 · Checked 2026-09-30
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Each Amazon Connect agent is assigned to exactly one routing profile, while a single routing profile can have many agents assigned to it.
How Connect Customer uses routing profiles · Opening bullet list of How Connect Customer uses routing profiles · Checked 2026-09-07
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The Transfer to queue block requires a Set working queue block earlier in the flow, except when it is used in a Customer queue flow or when an outbound campaign points at an inbound flow whose queue is already set by the campaign configuration.
Flow block in Connect Customer: Transfer to queue · Section Additional configuration tips, second bullet and its two sub-bullets · Checked 2026-09-07
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In the flow designer, Save stores a draft of the flow and Publish activates it immediately, and every connector must be attached to a block before a flow can be published.
Use the flow designer in Connect Customer to create flows · Section Create an inbound flow, final numbered step and the following Note · Checked 2026-09-07
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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

tier 1 standards and regulators

Cite this page

APA

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

BibTeX

@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}
}