Add callback choices to the queue experience Interrupt hold audio with callback options while keeping separate behavior for voice and chat contacts.
What it does This customer-queue flow checks the contact’s channel and supplies periodic choices to voice callers. It illustrates how to collect a callback number without treating chat contacts like telephone calls.
When to use it Callback Hold treatment Voice and chat routing What it uses Amazon Connect flows Check contact attributes Get customer input Loop prompts Who it’s for Contact Center Engineers Administrators Official source
Official Resource AWS Documentation
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Last verifiedSeptember 2026
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