Connect Customer service quotas

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.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

Source notes citing this source

• An idle chat whose customer has gone silent still counts against the concurrent active chats quota, and AWS recommends persistent chat to avoid this. in context
• The default Concurrent active chats per instance quota is 500, is adjustable, and counts SMS, WhatsApp and Apple Messages for Business chats as well as chats that are waiting. in context
• StartChatContact and CreatePersistentContactAssociation each have a default rate limit of 5 requests per second and a burst limit of 8, shared per account and Region. in context
• Default conversational analytics quotas, set at the account level and adjustable, are 300 concurrent real-time calls with analytics, 200 concurrent post-call analytics jobs and 200 concurrent chat analytics jobs. in context
• The service quotas page lists default quotas of 30 evaluation questions answered with AI assistance on a single contact when manually initiated and 15 evaluation questions on a single contact completed automatically by generative AI, both adjustable through a support ticket. disputed in context
• The service quotas page lists a maximum of 10 evaluations, manual and automated combined, per contact, and marks this quota as not adjustable. in context
• The default quota for concurrent post-contact agent conversation summary jobs is 10, shared across voice and chat, and it is adjustable. in context
• By default DescribeContact, GetContactAttributes and UpdateContactAttributes are each throttled at a rate of 10 requests per second with a burst of 15, per account and per Region. in context
• SearchContacts is throttled at 10 requests per second (burst 30) when searching within a 2-week window by initiation time, and at 1 request per second (burst 1) beyond a 2-week window. in context
• External transfers and callbacks waiting in a callback queue are not counted against the Concurrent active calls per instance quota, while contacts being handled by a flow, waiting in queue, handled by an agent or dialled outbound are counted. in context
• The default per-instance service quotas for a new account are 100 flows, 200 modules, 500 routing profiles, 100 queues and 100 quick connects, all adjustable at the resource level. in context
• The default quota of 50 queues per routing profile counts queue and channel combinations rather than distinct queues, and manually assigned queues have their own independent limit of 50 combinations. in context
• The default quota for concurrent active calls per instance is 10, including PSTN and WebRTC calls, and calls beyond the quota receive a reorder (fast busy) tone. in context
• The default quota is 2 Connect Customer instances per Region, adjustable at the account level. in context
• The default quota for phone numbers per instance is 10, and the 'You've reached the limit of Phone Numbers' error can appear even on a first claim and requires AWS Support to resolve. in context
• PutDialRequestBatch, PutOutboundRequestBatch and PutProfileOutboundRequestBatch have a rate limit of 10 requests per second and a burst limit of 10, shared per account and Region. in context
• 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. in context
• By default an instance can have 50 active campaigns and 500 total campaigns; both quotas are adjustable. in context
• 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. in context
• AI agents account-level default quotas are 5 assistants (not adjustable), 10 knowledge bases (adjustable) and 5,000 content items per knowledge base (adjustable), with adjustments requested through AWS Support. in context
• The Amazon Connect service quotas page lists the AI agents maximum size per document as 5MB, adjustable. disputed in context
• The default account-level quota for concurrent real-time calls with conversational analytics is 300, adjustable. in context
• Amazon Connect's 'Concurrent campaign active calls per instance' quota defaults to 0 and must be raised before outbound campaigns can place calls; exceeding it gives contacts a fast busy tone. in context
• Amazon Connect's 'Concurrent active calls per instance' quota defaults to 10, covers PSTN and WebRTC calls, and can be raised at the resource (instance) level. in context
• When the Amazon Connect concurrent active calls quota is exceeded, contacts get a reorder (fast busy) tone. in context
• AWS says smaller Amazon Connect quota increases can be approved in hours, larger ones can take up to 3 weeks, and an extra-large worldwide increase can take months. in context
• Amazon Connect counts calls in a flow, waiting in queue, handled by an agent, and outbound calls against the concurrent-calls quota, but not callbacks waiting in a callback queue or external transfers. in context
• Amazon Connect Service API operations not listed as exceptions, which includes StartOutboundVoiceContact, have a RateLimit of 2 requests per second and BurstLimit of 5, shared per account per Region. in context
• Amazon Connect outbound campaigns PutDialRequestBatch and PutOutboundRequestBatch have a RateLimit and BurstLimit of 10 requests per second per account per Region. in context
• Amazon Connect's Concurrent campaign active calls per instance quota defaults to 0 and must be raised before outbound campaigns can place calls; exceeding it gives callers a fast busy tone. in context
• Amazon Connect's Concurrent active calls per instance quota defaults to 10 for new accounts, includes PSTN and WebRTC calls, and is adjustable. in context
• When Amazon Connect's Concurrent active calls per instance quota is exceeded, contacts get a reorder (fast busy) tone. in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Connect Customer service quotas. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-service-quotas

BibTeX

@misc{warmtransfer-aws-connect-service-quotas,
  title  = {Connect Customer service quotas},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-service-quotas},
  note   = {Amazon Web Services, accessed 2026-09-07}
}