Managed Agents at Previously $0.06 $0.03/minManaged Agents are Previously $0.06 $0.03/min.
Phone hand-off

Amazon Connect AI voice agents that resolve routine calls first

A Cartesia agent answers on its own phone number, resolves routine calls, and transfers the rest to a number that routes into your Amazon Connect queue.

Start buildingRead the docs

Overflow agent

Handles overflow calls and passes the rest to the queue.

Instructions

Answer return windows, delivery times and store hours. For disputes, damaged items and address changes, log the reason with the case tool, then transfer to the Connect queue number.

Handoff
Connect queue

Connected tools

  • Transfer to Connect queueTransfer
  • Log call reasonWebhook

What a Amazon Connect AI voice agent can do

Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.

The agent answers order and return questions from its instructions and ends the call itself when no person is needed.

Tool definitions

Webhook tools go to POST /v1/agents/tools. Transfers are a system tool on the agent. Replace the placeholder values in capitals with your own.

Transfer

Transfer to Connect queue

Cold transfer to a number that routes into a queue.

Show the JSON definition
transfer_to_connect
{
  "config": {
    "system_tools": {
      "transfer_to_number": {
        "description": null,
        "pre_tool_speech": "auto",
        "transfers": [
          {
            "destination": {
              "type": "phone",
              "phone_number": "+14155550118"
            },
            "condition": "The caller needs a person or the agent cannot resolve the request."
          }
        ]
      }
    }
  }
}

Webhook

Log call reason

Writes the reason to your case system before the transfer.

Show the JSON definition
log_call_reason
{
  "type": "webhook",
  "name": "log_call_reason",
  "description": "Records why the caller is being transferred.",
  "pre_tool_speech": "auto",
  "execution_mode": "immediate",
  "response_timeout_secs": 20,
  "api_schema": {
    "url": "https://api.your-company.com/cases/reason",
    "method": "POST",
    "request_body_schema": {
      "type": "object",
      "properties": {
        "phone": {
          "type": "string",
          "dynamic_variable": "system__caller_id"
        },
        "reason": {
          "type": "string",
          "description": "Why the caller needs a person, in one sentence."
        }
      },
      "required": [
        "reason"
      ]
    },
    "authentication": {
      "mode": "bearer",
      "token": {
        "type": "secret",
        "secret_value": "YOUR_SERVICE_TOKEN"
      }
    }
  }
}

Set it up

A phone hand-off in both directions. There is no Amazon Connect connector. Twilio and SIP trunk numbers are ordinary phone numbers that Connect can dial. Vendor details read in October 2026.

  1. Give the agent a number

    Import a number from Twilio or connect a SIP trunk number. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers.

  2. Send overflow calls to it

    In an Amazon Connect contact flow, add a Transfer to phone number block that dials the agent's external number.

  3. Set the way back

    Add a transfer rule in Cartesia to a number that routes into the Connect queue you want.

  4. Test both directions

    Call in, get transferred to the agent, and back out to a queue.

Documentation

Before you build

Transfers are cold

The receiving side gets the call, not the conversation. Log the reason in your own system first.

The agent sees the caller's number

Without a custom Caller ID number, the Transfer to phone number block passes the caller's own number to the external party.

Use cases for teams on Amazon Connect

Customer support

Resolve support calls on the first try, refund and credit within your rules, and keep customers who call to cancel.

See the use case

Retail and e-commerce

AI voice agents that answer order questions, offer exchanges instead of refunds, and help shoppers buy with confidence. $0.03/min.

See the use case

More integrations

All integrations
Phone hand-off

Five9

Pass calls between a Five9 IVR and a Cartesia voice agent by phone number, with the agent handling routine calls first.

  • Managed Agents
See the integration
Phone hand-off

NICE CXone

Pass calls between a CXone Studio script and a Cartesia voice agent by phone number, with the agent handling routine calls first.

  • Managed Agents
See the integration
Guide

Genesys

Use Cartesia voices in Genesys Cloud through the TTS Connector integration, and hand calls between Genesys and a Cartesia agent by phone number.

  • Sonic
  • Managed Agents
See the integration

Enterprise-grade security

  • HIPAA compliant badge

    HIPAA compliant

  • SOC 2 Type 2 badge

    SOC 2 Type 2

  • GDPR badge

    GDPR

Amazon Connect AI voice agent FAQs

Does Amazon Connect have an AI voice agent?

Yes. Amazon Connect has its own AI agents, and Amazon Lex handles predefined intents and conversational flows. A Cartesia agent works outside Connect on its own phone number. A contact flow transfers callers to it, and the agent transfers back to a number that routes into your queue. There is no Amazon Connect connector for Cartesia.

Can I use my own AI agent with Amazon Connect?

Yes, through a phone transfer. Give the agent a Twilio or SIP trunk number, which Connect dials like any external number, and add a transfer rule back to a number that reaches your queue. A Cartesia agent calls webhook tools you define in your own systems and uses the voice and model you choose.

How do I send Amazon Connect calls to an AI agent?

In the contact flow for the calls you want the agent to take, add a Transfer to phone number block that dials the agent's external number. Connect only calls countries on your instance's allowlist, so request a service quota increase if the agent's number is in another country.

Can the agent send callers back to a Connect queue?

Yes. Add a Cartesia transfer rule to a phone number that routes into the queue you want. Transfers work only on Twilio and SIP trunk numbers, not on Cartesia numbers. Transfers are cold, so log the reason in your own system before the hand-off.

Can I buy Cartesia through AWS Marketplace?

Yes. Cartesia has an AWS Marketplace listing, so you can subscribe through your AWS account. The AWS page links to the listing and explains the options.

Who bills the minutes on a Connect transfer?

Cartesia charges $0.03/min, plus LLM usage and telephony. Twilio or your SIP carrier bills the agent's number, and AWS bills your Amazon Connect usage under your Connect pricing.

Get started today

Talk to an expert.

Connect with a member of our team and learn how Cartesia can help you build world-class voice experiences.

Contact Sales

Start building.

Access our models via API and bring a voice agent into production in minutes.

Try Cartesia