Flow block in Connect Customer: Transfer to queue

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.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

• The callback tab's Caller ID number to display option can be set manually from the instance's claimed numbers or set dynamically from a contact attribute whose value is a claimed number, and it takes precedence over the outbound phone number configured on the queue. in context
• When the Transfer to queue block is configured to transfer to a callback queue it has two branches, Success and Error; a contact routed down Success has been transferred to the specified queue. in context
• The Transfer to queue block reference states that the block cannot be used in a callback scenario on the chat channel: the error branch is followed and an error is written to the CloudWatch log. disputed in context
• A callback creation flow must be of the default Contact flow (inbound) type and must contain a Transfer to queue block; the callback contact is enqueued only when that block is set on the creation flow. in context
• Initial delay on the Transfer to queue block's callback tab is the time that must pass between the callback contact being initiated in the flow and the customer being put in queue for the next available agent. in context
• Maximum number of retries counts retries after the initial callback: a value of 2 means Amazon Connect tries to call the customer at most three times, and a value of 1 means at most two. in context
• Minimum time between attempts is how long Amazon Connect waits before trying again when the customer does not answer the callback. in context
• AWS strongly recommends double-checking the value entered in Maximum number of retries, because an accidentally high number such as 20 produces unnecessary work for the agent and too many calls for the customer. in context
• To specify the Set working queue property on the callback tab, a Set customer callback number block must be placed before the Transfer to queue block. in context
• The Transfer to queue block routes a contact down At capacity when the destination queue already holds its maximum contacts in queue; when moving a contact between queues, the contact stays in its current working queue. in context
• Transfer to queue takes the Error branch when the transfer fails for a reason other than capacity, such as an invalid queue ARN, a queue not in the instance, or a queue disabled for routing. in context
• In most flows a Set working queue block must run before Transfer to queue; the exceptions are Customer queue flows and outbound campaigns that point to an inbound flow. in context
• Queue-to-queue transfers can happen only 11 times, because a contact chain is limited to 12 contacts and each transfer adds a contact. in context
• If the destination queue is at capacity the contact takes the At capacity branch of the Transfer to queue block and remains in its current working queue; other failures such as an invalid queue ARN or a queue disabled for routing take the Error branch. in context
• The Transfer to queue block page gives conflicting Flow-language mappings, stating in two consecutive bullets that the block used to configure callbacks is represented as CreateCallbackContact and that the block used to configure callbacks is represented as TransferContactToQueue. disputed in context
• Queue-to-queue transfers can be performed at most eleven times for a single interaction because a contact chain is limited to twelve contacts and every transfer adds a new contact to the chain. in context
• The Transfer to queue block requires a Set working queue block earlier in the flow, except when it is used in a Customer queue flow or when an outbound campaign points at an inbound flow whose queue is already set by the campaign configuration. in context
• Outside a Customer queue flow and outside callback configuration, the Transfer to queue block places the current contact in a queue and ends the current flow. in context
• The Transfer to queue block is supported in Inbound flows, Customer queue flows, Transfer to agent flows and Transfer to queue flows, and is not supported in Customer hold, Customer whisper, Outbound whisper, Agent hold or Agent whisper flows. in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Flow block in Connect Customer: Transfer to queue. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-transfer-to-queue-block

BibTeX

@misc{warmtransfer-aws-connect-transfer-to-queue-block,
  title  = {Flow block in Connect Customer: Transfer to queue},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-transfer-to-queue-block},
  note   = {Amazon Web Services, accessed 2026-09-07}
}