What changed
AWS added flow modules as data requests in Amazon Connect Customer's agentic CX designer. A flow module can run at a fixed point in a conversation through a Data request node, or be given to a Generative journey as a tool it calls when needed. AWS cites updating customer profiles and cases, creating tasks, reading data tables, sending SMS confirmations and checking hours and staffing before escalation, as well as invoking a Lambda function in a VPC to reach systems such as core banking, policy or claims.
Vendor documentation (opens in a new tab)Why it matters
Reusing flow modules lets AI-led journeys share the same tested business logic as traditional flows instead of duplicating it. Letting a generative journey decide when to call a tool that writes to profiles, cases or back-end systems also widens what the AI can do, so tool scope and guardrails need deliberate design.
CxCave practical context
Who should care
- CX architects
- Developers
- AI agent designers
Implementation considerations
REVIEWIdentify flow modules that could serve as tools for agentic journeys, decide which ones should be callable by a generative journey rather than at fixed steps, and review permissions for any module that writes data or reaches private systems.
CxCave recommendation, not a vendor mandate unless explicitly stated.