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1
You might be using "Transfer to queue" block in anyone of these flows. When a contact is transferred to queue, customer queue flow is used to play to the customer till agent is connected.
https://repost.aws/knowledge-center/connect-change-default-queue-message
You can check the same and then edit accordingly
0
If you've used a "Play Prompt" block anywhere in the flows, check for a custom audio file that might be playing that phrase. If you have external routing profiles configured, check those settings. Some routing profiles have their own prompts for transfers.
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