Use customer first callback mode in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/customer-first-cb.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• In a customer first outbound flow, Check call progress results VOICEMAIL_BEEP and VOICEMAIL_NO_BEEP indicate voicemail and are the documented trigger for recreating the callback, while HUMAN_ANSWERED is the documented trigger for transferring to queue. in context
• In customer first callback mode the Maximum number of retries and Minimum time between attempts settings on the Transfer to queue block are not supported; retries are configured in the outbound callback flow, branching on the output of a Check call progress block. in context
• Customer first callback mode requires an outbound callback flow specified in the Transfer to queue block; that flow runs on the dialed contact and, once the customer's presence is confirmed, must itself use a Transfer to queue block to place the contact in queue for the next available agent. in context
• For customer first callbacks retry timing is not system-controlled: a retry recreates the callback as a new dialed contact that goes to the back of the queue, and a delay between attempts is introduced with a Wait block in that contact's creation flow before it is transferred to queue. in context
• Agent first callback mode is the default dial mode; customer first callback mode, in which Amazon Connect dials the customer first and offers the callback to an agent only if the customer answers, is available only in instances with the next-generation Connect Customer experience. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Use customer first callback mode in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-customer-first-cb

BibTeX

@misc{warmtransfer-aws-connect-customer-first-cb,
  title  = {Use customer first callback mode in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-customer-first-cb},
  note   = {Amazon Web Services, accessed 2026-09-30}
}