Flow Building Blocks Reference

This section provides comprehensive API documentation for each flow block available in Switchboard. Flow blocks are the core building units for creating Amazon Connect contact flows.

Block Categories

Interact

Blocks that interact with customers through prompts and input collection.

• PlayPrompt - Play audio or text-to-speech to the customer
• GetCustomerInput - Collect DTMF or voice input from customers
• StoreCustomerInput - Securely capture and encrypt sensitive input
• HoldCustomerOrAgent - Place customer or agent on hold

Check

Blocks that evaluate conditions and branch the flow accordingly.

• CheckContactAttribute - Branch based on contact attribute values
• CheckHoursOfOperation - Branch based on business hours
• CheckStaffing - Branch based on agent availability
• CheckQueueStatus - Branch based on queue metrics

Integrate

Blocks that integrate with external systems and other flows.

• InvokeLambda - Call AWS Lambda functions
• InvokeFlow - Transfer to another contact flow

Set

Blocks that configure contact properties and behaviors.

• SetContactAttributes - Set or update contact attributes
• SetLoggingBehavior - Enable or disable flow logging
• SetRecordingBehavior - Control call recording
• SetWhisperFlow - Configure whisper flows for agents
• SetQueueMetrics - Retrieve queue statistics
• SetCallback - Configure callback settings

Terminate

Blocks that end or transfer the contact flow.

• Disconnect - End the contact
• EndFlowExecution - End the current flow without disconnecting
• TransferToQueue - Transfer to an agent queue
• TransferToFlow - Transfer to another flow
• TransferToThirdParty - Transfer to external phone number

Logic

Blocks that control flow execution logic.

• Loop - Repeat a section of the flow
• Wait - Pause flow execution

Common Patterns

Error Handling

Most blocks support error handling through .OnError():

.PlayPrompt("Welcome!")
    .OnError(error => error
        .PlayPrompt("Technical difficulties. Please try again.")
        .Disconnect())

Branch Continuation

Use .ThenContinue() to explicitly continue to the next action after a branch:

.GetCustomerInput("Press 1 for Sales, 2 for Support")
    .OnDigit("1", sales => sales
        .SetContactAttributes(attrs => attrs["Department"] = "Sales")
        .ThenContinue())  // Continue to next action after this branch
    .OnDigit("2", support => support
        .SetContactAttributes(attrs => attrs["Department"] = "Support")
        .ThenContinue())
.TransferToQueue("General")  // Both branches continue here

Join Points

Use .JoinPoint() and .ContinueAt() for complex flow convergence:

.PlayPrompt("Welcome!", "MainMenu")
.GetCustomerInput("Press 1 or 2")
    .OnDigit("1", one => one
        .PlayPrompt("You pressed 1")
        .ContinueAt("MainMenu"))  // Go back to main menu
    .OnDigit("2", two => two
        .TransferToQueue("Support"))

Quick Reference

Block	Category	Purpose
PlayPrompt()	Interact	Play audio/TTS message
GetCustomerInput()	Interact	Collect DTMF/voice input
StoreCustomerInput()	Interact	Capture encrypted input
CheckContactAttribute()	Check	Branch on attribute values
CheckHoursOfOperation()	Check	Branch on business hours
CheckStaffing()	Check	Branch on agent availability
InvokeLambda()	Integrate	Call Lambda function
SetContactAttributes()	Set	Update contact attributes
SetLoggingBehavior()	Set	Configure logging
Loop()	Logic	Repeat flow section
Wait()	Logic	Pause execution
Disconnect()	Terminate	End contact
TransferToQueue()	Terminate	Transfer to queue
TransferToFlow()	Terminate	Transfer to flow