Wait block can pause flows until a case field changes or a tool call finishes

What changed

AWS extended the Wait block in Amazon Connect Customer flows. Besides waiting for a Lambda function to complete, a flow can now wait until a Connect Cases field meets a specified condition or until an External Tool invocation completes, then resume. AWS's example holds a flow until a refund status field on a case is updated and then routes the interaction based on the result.

Why it matters

Contacts that depend on a back-office decision are often transferred or called back simply because the flow cannot wait for it. Event-driven waits let self-service hold for the outcome and route on it, but long waits still need timeouts and a clear customer experience while the flow is paused.

CxCave practical context

Who should care

• CX architects
• Developers

Implementation considerations

Look for flows that transfer or schedule callbacks only because a case status is pending, and prototype a Wait block on that case field with an explicit timeout path.

CxCave recommendation, not a vendor mandate unless explicitly stated.