Amazon Connect Contact Flows

Amazon Connect Contact Flows are the structured steps that guide how customer calls are handled by a contact center. Think of it as a script or a decision tree that directs callers through options like menu choices, information retrieval, or transfers to agents. Administrators design these flows to ensure efficient, personalized, and consistent customer experiences, automating tasks such as greetings, data collection, and routing. Overall, contact flows streamline communication processes, improve customer satisfaction, and enable businesses to manage interactions effectively within the Amazon Connect platform.