How can I play a custom audio message (greeting) to an inbound customer every time agent answers a call AND the message played is specific to the agent?

Hello, With a flow that has “Set working queue” and then “Transfer to queue”, I dont think it will work - cause no block can be played after the “Transfer to queue” block. However, if you set the Agent queue instead of a standard queue, then perhaps you could use a flow that has “Set working queue” -> “Play prompt” -> “Transfer to queue”

Hello,

Can you please try the following Doc might be useful for your Scenario https://docs.aws.amazon.com/connect/latest/adminguide/dynamically-select-prompts.html

Best Regards, Ramy Hussein

You could accomplish this as part of a customer whisper flow using prompts from an S3 bucket.

Custom implementation would be required to resolve an agent ARN to the specific prompt you are looking to play (Lambda and DynamoDB could be an example), but prompts from an S3 bucket are the recommended pattern for dynamic recorded audio greetings.