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Flow Analyzer Best Practices

Use Searchable Attributes for Phone Numbers

By default, Amazon Connect does not support searching by phone number. To make investigations faster and more reliable:

  • Set a contact attribute (such as customerNumber) to the caller's phone number in your contact flows.
  • Mark customerNumber as a searchable attribute in Connect.
  • Use this attribute in Flow Analyzer's Contact Attributes filter to pull up interactions by phone number.

Use Clear, Consistent Naming for Flows & Attributes

Well-structured flows make troubleshooting easier and faster:

  • Give flows and blocks meaningful, descriptive names.
  • Set clear block identifiers in your Amazon Connect flows. These identifiers appear in Flow Analyzer logs and make it easier to pinpoint the exact block that needs attention.
  • Use consistent naming conventions for custom attributes (e.g., surveyId, contactIntent, locationName).
  • Log important decision points as attributes, so they appear in Details and Logs.

Start With Flow Analyzer Before Checking AWS Consoles

Begin investigations in Flow Analyzer before opening AWS tools. In many cases:

  • The flow path shows the issue immediately.
  • The Problems tab flags slow blocks and Lambda failures.
  • Flow Logs and Interaction Logs reveal most of the required context.

Info: Only move to CloudWatch or other AWS tools when deeper debugging is needed.