Additional Amazon Connect actions

In addition to the handoff action, the Amazon Connect integration exposes a utility action you can use within a conversation to check agent availability before deciding whether to escalate.

Check queue hours of operation

The Check queue hours of operation action returns True if the specified Amazon Connect queue is currently within its configured hours of operation, and False otherwise. Use it to branch a conversation between live agent escalation and a deflection or out-of-hours flow.

The check accounts for the queue’s configured timezone, hours-of-operation overrides, and holidays via the Amazon Connect GetEffectiveHoursOfOperations API.

To set up the check queue hours of operation action:

1. Add the Amazon Connect block with action Check queue hours of operation to your answer.
2. Provide a queue_id input — the Amazon Connect Queue ID you want to check. Find the Queue ID in Amazon Connect under Routing → Queues, by clicking on the queue and copying the UUID after /queue/ in the URL.
3. The block returns a single boolean output: True if the queue is currently open, False if it is outside operating hours.
4. Use the output in an If/Else branch (or equivalent) to route the conversation to live chat or an out-of-hours flow.