Set up queued callback by creating flows, queues, and routing profiles in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-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 the default callback routing process the customer's number is put in a queue and routed to the next available agent, and Amazon Connect calls the customer only after an agent accepts the callback in the CCP. in context
• The callback is a new contact, separate from the original inbound voice contact, and Set creation flow on the Transfer to queue block optionally chooses the flow that runs when that callback contact is created. in context
• The queued callback setup page states that the Transfer to Callback option in the Transfer to queue block can be configured to support voice callbacks requested from a chat, task or email contact. disputed in context
• A callback creation flow can use a Check contact attributes block to decide that a callback should be terminated because it is a duplicate or the customer's issue is already resolved, before the contact is queued for an agent. in context
• The vendor's worked procedure sets Initial delay to 99 seconds, Max number of retries to 2 and Minimum time between attempts to 10 minutes; these are example values, not stated defaults. in context
• The callback-offering flow can be built as a Customer queue flow, a Transfer to agent flow or a Transfer to queue flow, and the Transfer to queue block is also supported in an Inbound flow. in context
• AWS suggests considering a lower priority for queued callbacks than for the incoming-call queue so that agents work callbacks only when incoming call volume is low. in context
• The vendor procedure offers the callback with a Get customer input block whose prompt asks the caller to press 1 to receive a callback or 2 to stay in queue, with options 1 and 2 added as conditions on the block. in context
• A queued callback can remain in the same queue as the original inbound call or be placed in a separate dedicated queue that the administrator creates. in context
• Queued callbacks count towards the queue size limit, and when the queue is at its limit the next queued callback is routed down the error branch. in context
• If a customer calls again while their callback is waiting in the callback queue, the new call is treated as a new call and handled as usual; the platform does not deduplicate it against the pending callback. in context
• A callback retry happens only when the customer's phone rings and there is no answer. in context
• A callback in a dedicated queue keeps its place in line when that queue has the same priority as the original inbound queue in the routing profile, because routing then orders contacts by the original start time of the inbound call rather than the time the callback was requested. in context
• To use the number the caller entered, the Set callback number block is configured with Type set to System and the attribute that holds the stored customer input selected. in context
• The vendor's overview of queued callback setup lists five required parts: a queue for callbacks, outbound caller ID on that queue, the queue added to a routing profile, a flow that offers the callback, and a phone number associated with the inbound flow. in context
• If no agents are available to work callbacks, a callback can stay in queue for up to 7 days after it is created before Amazon Connect automatically removes it. in context
• In the Store customer input block's Customer input section the administrator selects Phone number and then either Local format, for callers whose numbers are in the same country as the AWS Region of the instance, or International format/Enforce E.164, for callers from other countries or regions. in context
• A callback that goes to voicemail is considered connected and Amazon Connect does not retry it. in context
• For a queued callback, an optional outbound whisper flow is what the customer hears after picking up and before connecting to the agent, and an optional agent whisper flow is what the agent hears after accepting the contact and before being joined to the customer. in context
• Set working queue in the callback tab's optional parameters sends the callback to a queue set up specifically for callbacks; if it is not set, Amazon Connect uses the queue that was set previously in the flow. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Set up queued callback by creating flows, queues, and routing profiles in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-setup-queued-cb

BibTeX

@misc{warmtransfer-aws-connect-setup-queued-cb,
  title  = {Set up queued callback by creating flows, queues, and routing profiles in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-setup-queued-cb},
  note   = {Amazon Web Services, accessed 2026-09-30}
}