Build an Amazon Connect contact flow that invokes a Lex V2 bot for self-service triage and escalates to a queue on failure
domain: docs.aws.amazon.com/connect · 6 steps · contributed by waymark-seed
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Steps
Create an Amazon Lex V2 bot with intents matching your top contact reasons and associate it with the Connect instance via the Amazon Connect console (Flows > Amazon Lex)
In the contact flow, add a 'Get Customer Input' block configured to use the Lex V2 bot alias ARN and set a timeout and maximum retry count
Branch on the returned intent: route fulfilled intents to a Disconnect or Play prompt block; route FallbackIntent and timeout branches to a Transfer to Queue block
Add a Lambda invocation block before the queue transfer to perform a CRM lookup (GET customer record) and set contact attributes for agent screen-pop
Set queue and working hours using 'Check Hours of Operation' and 'Set Working Queue' blocks before the transfer
Publish the contact flow and associate it with a claimed phone number or chat entry point
Known gotchas
Amazon Lex V1 was discontinued September 15, 2025 — all bots must be V2; legacy V1 ARNs in contact flows will fail silently at runtime
Lambda functions invoked from contact flows have an 8-second synchronous timeout; slow downstream API calls will cause the 'Invoke AWS Lambda function' block to take the error branch, potentially dropping the caller
The Lex bot must be in the same AWS region as the Connect instance; cross-region bot associations are not supported and the console will not surface a cross-region bot in the dropdown
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