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Flow block in Connect Customer: Get customer input

Publisher: Amazon Web Services
URL: https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html
Published: unknown
Updated: unknown
Accessed: 2026-09-25
HTTP status: 200
License: AWS documentation terms; no-redistribution; short excerpts and locators only

Source notes citing this source

For Lex Classic (V1) bots, barge-in was disabled by default and had to be enabled with the x-amz-lex:barge-in-enabled:<intent>:<slot> session attribute in Get customer input; that attribute controlled Lex barge-in only, not DTMF barge-in. in context
For Lex V2 bots, barge-in (caller interrupting the bot prompt by voice) is enabled by default; it can be disabled per slot prompt in the Lex console or controlled with the x-amz-lex:allow-interrupt:<intent>:<slot> session attribute. in context
For chat contacts in a Lex interaction, the Get customer input Chat timeout can be set from 1 minute to 7 days. in context
If callers are not told to finish keypad entry with #, they wait five seconds before the Lex bot stops listening for more digits. in context
Lex DTMF input from Connect defaults to # as end character, * as deletion character, a 5,000 ms inter-digit end timeout, and a 1,024-digit per-utterance maximum that cannot be increased. in context
DTMF input passed from Connect to a Lex bot is exposed to the bot as the request attribute x-amz-lex:dtmf-transcript, up to 1,024 characters; input ending with the deletion character yields a transcript of [DEL]. in context
The Lex V2 end silence threshold x-amz-lex:audio:end-timeout-ms, which decides when a caller's utterance is complete, defaults to 600 ms. in context
In Lex mode, Get customer input routes to the matching intent branch; Default fires when no configured intent matches, Error fires when the intent is not fulfilled, and Timeout fires on the configured chat timeout. in context
The Get customer input block supports voice contacts, supports chat only when an Amazon Lex bot is used (otherwise chat takes the Error branch), and does not support task or email contacts. in context
Get customer input, and therefore a Lex bot invocation, cannot be used in customer hold, customer whisper, agent hold or agent whisper flows; it is supported in inbound, customer queue, outbound whisper, transfer to agent and transfer to queue flows. in context
For chat, Get customer input can initialise the Lex bot with the customer's first message or a manual or dynamic message of up to 1,024 characters; if the initial message attribute is absent from the contact, the contact goes down the Error branch. in context
The Get customer input Intents dropdown does not list intents for Lex V1 bots, cross-Region bots, or bots whose ARN is set dynamically; listing requires the bot to carry the AmazonConnectEnabled=True tag and the alias to have an associated version. in context
The Connect Get customer input page states that for Lex V2 the max speech duration attribute x-amz-lex:audio:max-length-ms defaults to 12,000 ms, has a maximum of 55,000 ms, and that setting it above 55,000 ms routes the contact down the Error branch. disputed in context
Get customer input can branch on Lex sentiment before intent matching; the score is based only on the customer's last utterance, and if both negative and positive thresholds are set the negative one is evaluated first. in context
Each Lex conversation from Connect has one set of session attributes; values set by a Lambda code hook override those set in the Get customer input block, which in turn override service defaults. in context
The Connect Get customer input page states the Lex V2 start silence threshold x-amz-lex:audio:start-timeout-ms defaults to 3,000 ms. disputed in context
Text-to-speech or chat text prompts in Get customer input are limited to 3,000 billed characters (6,000 total characters). in context
When touchtone buffering is enabled, Get customer input in Amazon Lex mode clears the buffer before the bot interaction, so digits typed ahead are not passed to the bot. in context
Lex session attribute keys set in Get customer input accept * wildcards for intent and slot, and wildcard settings apply across bots but not across other Get customer input blocks in the same flow. in context
AWS warns that when a caller types ahead across a Transfer to flow into a Store customer input block, digits entered before the next prompt plays can be dropped. in context
The Amazon Connect Get customer input block routes to Timeout when no input arrives within the timeout, Default when input matches no condition or intent, and Error when the block errors or a Lex intent is not fulfilled. in context
The Amazon Connect Get customer input DTMF timeout is set statically between 1 and 180 seconds and, on voice, measures the wait until the first digit is entered. in context
The Amazon Connect Get customer input block accepts only single digits 0-9, # and *; multi-digit entries such as card numbers need the Store customer input block. in context
In Amazon Connect, barge-in for Amazon Lex (V2) bots is enabled globally by default, while for Amazon Lex (Classic) it is disabled by default and must be enabled with a session attribute that does not control DTMF barge-in. in context
When a Lex bot collects keypad input in Amazon Connect, the default end character is #, the default deletion character is *, and the default inter-digit end timeout is 5 seconds; AWS notes callers not prompted to finish with # wait five seconds. in context
For Amazon Lex voice input in Amazon Connect, the defaults are 12 seconds maximum speech duration (maximum allowed 55 seconds, above which the contact takes the Error branch), a 3-second start silence threshold and a 0.6-second end silence threshold. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Flow block in Connect Customer: Get customer input. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-get-customer-input-block

BibTeX

@misc{warmtransfer-aws-connect-get-customer-input-block,
  title  = {Flow block in Connect Customer: Get customer input},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-get-customer-input-block},
  note   = {Amazon Web Services, accessed 2026-09-25}
}