Enhancing Outbound Callbacks with Agent Introductions in Amazon Connect (Part 2)

In our previous blog post, we walked through how to enhance your Amazon Connect experience by automating agent introductions using contact attributes. That solution focused on inbound interactions. But what about outbound callbacks—especially those initiated from the built-in callback feature?

Let’s explore how you can extend this logic for Amazon Connect’s default outbound flow without disrupting existing outbound call behavior.

The Callback Challenge

Amazon Connect uses a shared default outbound flow for all outbound interactions, including callbacks. This presents a challenge: if we embed agent name whispering into the default flow, all outbound calls would receive it - including those that shouldn’t.

To solve this, we need a way to distinguish between standard outbound calls and system-initiated callbacks. The trick? Leverage the System attribute Customer callback number.

Modified Flow Logic

Here’s a high-level overview of how we customize the default outbound flow to support agent introductions only for callbacks:

Step-by-Step Breakdown

Add a Check Contact Attributes

• Namespace: System
• Key: Customer callback number
• Condition: Starts with "+"

This ensures the logic only applies to e.164-formatted callback numbers, which are typical for system-generated callbacks.

Route Call Accordingly

• If match: Treat as a callback.
• If no match: Proceed with standard outbound behavior.

Set Agent Name Attributes

• Copy the Set contact attributes block from your previously created Customer Whisper flow.
• Check to ensure that your set attributes for AgentFirst and AgentLast copied over.

Create a new Play Prompt

• Use a prompt block to deliver the whisper introduction:

“Please wait while we connect you to [$Attributes.AgentFirst $Attributes.AgentLast]. This call is being recorded.”

Fallback Handling

• If the flow fails to match the callback format, default outbound behavior continues unaffected.

Visual Reference

Here's the updated flow configuration used in our implementation:

This structure cleanly separates callback behavior from other outbound calls, ensuring agent name whispering is only applied when appropriate.

Key Benefits

• ✅ Non-intrusive: Preserves existing outbound flow logic.
• ✅ Targeted Enhancements: Only affects callbacks using Amazon Connect’s default behavior.
• ✅ Scalable: Works across multiple agents and dynamic attribute values.

Final Thoughts

By strategically enhancing the default outbound flow, you can ensure a seamless and professional customer experience—regardless of who initiated the interaction. Agent introductions humanize the interaction and build trust from the first second.

Try it out and see how it works for your environment. If you need any assistance with this feature—or anything else related to your Amazon Connect contact center—Guided Reach Solutions is here to help.