Questions about Lex Bot and Amazon Connect Integration (Outbound, Real-Time Logging, Phone Numbers)

Question

Hello AWS Support,

We are developing a voice automation system using Amazon Connect, Lex V2, and AWS Lambda. We’d like to confirm the following technical details:

1. Lex Bot in Outbound Call Flow:  
Can we integrate a Lex V2 bot into an outbound call flow in Amazon Connect, so the bot can talk with the customer before a human agent?

2. Scheduled Outbound Calls:  
Is it possible to schedule outbound calls in advance (e.g., make a call at a specific future time)?

3. Real-Time Logging with Lambda during Lex Conversation:  
In an inbound call, when a customer is interacting with a Lex bot,  
can we log the conversation in real-time (e.g., customer utterances, Lex responses) into a database using AWS Lambda?

4. Continue Logging after Lex → Agent Transfer:  
If the above is possible:  
After Lex hands over to a live agent (i.e., the Lex bot is disconnected),  
can we continue to log the full voice interaction (customer & agent) into the database in real time?

5. Local Numbers for Korea (KR):  
We have already requested and obtained a single 02 (Seoul) phone number via Amazon Connect.  
How many additional Korean numbers (e.g., 02 or other area codes) can we request in total?  
Is there any quota or limit?

6. Managing Phone Numbers and Flows in Amazon Connect:  
Is it possible to programmatically retrieve the list of phone numbers registered in Amazon Connect, along with their associated contact flows?  
Additionally, can we programmatically associate or update a contact flow linked to a specific phone number (e.g., using an API or AWS SDK)?

We’d really appreciate clarification on these points and any official best practices or documentation.

Thank you so much!

AWS-User-5481820 · Answer

Please review this and will help setup lex and Q with connect

https://catalog.workshops.aws/amazon-q-in-connect/en-US/configuring-amazon-q-in-connect-self-service/configure-generative-ai-powered-self-service

Ernest-Rodriguez · Answer

Hello,

Thanks for reaching out. Let me answer your questions below.

1) Lex Bot in Outbound Call Flow:

As far as I understand, no. You cannot integrate Lex into an outbound flow. When an outbound call is made, there is an agent placing the call and would be already connected to the customer. You could setup some sort of customer whisper flow here for the customer to hear but that doesn't seem like what you are looking for. If you are looking for an automated way to place calls to customers, you may want to take a look at this -> https://aws.amazon.com/blogs/contact-center/automate-transaction-confirmation-using-outbound-calls-with-amazon-connect/

2) Scheduled Outbound Calls:

There isn't a native way to schedule calls at specific times but you may want to take a look at outbound campaigns in Connect which may sastisfy this ask -> https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns.html

3) Real-Time Logging with Lambda during Lex Conversation:

It may not be in real time, but since you can store conversation logs in CloudWatch or an S3 bucket, I don't see why you can't create a trigger to analyze this using a Lambda. Just keep in mind that it may not be in real time as it takes some time to publish the logs.   -> https://docs.aws.amazon.com/lexv2/latest/dg/conversation-logs.html

4) Continue Logging after Lex → Agent Transfer:

You can record conversations and even listen in live in Amazon Connect today. They are are usually stored in an S3 bucket. Is there a need to store them in a database instead? - > https://docs.aws.amazon.com/connect/latest/adminguide/monitoring-amazon-connect.html

5) Local Numbers for Korea (KR):

Amazon Connect like other AWS services have default quotas. Connect has a limit of 5 phone numbers per instance. This can be changed if needed. Please refer to the public documentation here -> https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html

6) Managing Phone Numbers and Flows in Amazon Connect:

You can list phone numbers associated with a Connect instance using the list-phone-numbers-v2 API call -> https://awscli.amazonaws.com/v2/documentation/api/latest/reference/connect/list-phone-numbers-v2.html
You should be able to see flow associations by using the list-flow-associations API -> https://docs.aws.amazon.com/cli/latest/reference/connect/list-flow-associations.html

Hope this helps.

Questions about Lex Bot and Amazon Connect Integration (Outbound, Real-Time Logging, Phone Numbers)

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