Contact initiation methods and flow types in your Connect Customer contact center

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/contact-initiation-methods.html

Published

unknown

Updated

unknown

Accessed

2026-09-07

HTTP status

200

License

Proprietary. (c) Amazon Web Services Inc. AWS Site Terms. No license notice printed in the fetched body.; no-redistribution; short excerpts and locators only

Claims citing this source

• For an agent-to-agent transfer the flow types run in the order Agent transfer flow, then Agent whisper flow to the destination agent, then Customer whisper flow to the source agent, with a Customer hold flow played to the original caller throughout. fact in context
• For a simple inbound voice call the flow types run in the order Inbound flow, Customer queue flow, Agent whisper flow, Customer whisper flow before the caller is connected to the agent. fact in context
• Amazon Connect records one of thirteen initiation methods on every contact: INBOUND, OUTBOUND, TRANSFER, CALLBACK, API, QUEUE_TRANSFER, DISCONNECT, WEBRTC_API, EXTERNAL_OUTBOUND, MONITOR, AGENT_REPLY, FLOW and CAMPAIGN_PREVIEW. fact in context
• For an agent-to-queue transfer the flow types run in the order Queue transfer flow, then Agent whisper flow to the destination agent, then Customer whisper flow to the source agent, with a Customer hold flow played to the original caller throughout. fact in context
• A transfer performed by an agent to another agent or to a queue using quick connects in the CCP creates a new contact record with initiation method TRANSFER. fact in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Contact initiation methods and flow types in your Connect Customer contact center. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-contact-initiation-methods

BibTeX

@misc{warmtransfer-aws-connect-contact-initiation-methods,
  title  = {Contact initiation methods and flow types in your Connect Customer contact center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-contact-initiation-methods},
  note   = {Amazon Web Services, accessed 2026-09-07}
}