Every Amazon Connect default service quota, in one place — plus a go-live estimator
Concurrent calls, chats, tasks and emails. Users, phone numbers, queues, routing profiles. Amazon Q knowledge bases, Cases, Voice ID, Customer Profiles, outbound campaigns, and API throttling. Enter your expected volumes below and this tool tells you exactly which default quotas you'll hit before your contact center goes live — so you're not filing increase requests the week of launch.
Will your expected volume hit an Amazon Connect quota?
Fill in what you expect at peak — not your average day. Everything runs in your browser; nothing is sent anywhere. Leave a field at its default (0) to skip that check.
How to plan quotas before launch
AWS's own guidance is to request quota increases as early as possible — larger requests can take up to three weeks, and an extra-large worldwide increase can take months. Work through this order.
Model peak, not average
Quotas like concurrent calls are consumed at your single busiest moment, not your daily average. Use your highest forecast interval, with headroom for spikes.
Separate account-level from resource-level
Account-level increases (e.g. instances per Region, most API throttling) apply everywhere in the account. Resource-level increases (e.g. users per instance) apply to one instance only — request each instance separately.
Create the instance first
You can't request a resource-level quota increase until the target Amazon Connect instance already exists. Stand up the instance early, even before flows are built.
Request outbound campaign capacity explicitly
Concurrent campaign active calls defaults to zero for every new account. This is the single most common launch-day surprise for outbound deployments.
Alert at 80% of quota
AWS's own recommendation for concurrent-email and similar quotas: configure CloudWatch alerts at 80% utilization so you request an increase before you're throttled, not after.
Budget lead time by size
Small increases can be approved in hours. Larger ones take up to 3 weeks. An extra-large, multi-Region increase can take months — file it as soon as your forecast is stable.
Re-check after go-live
Default quota values documented by AWS apply to new accounts — your account's actual applied quota can already differ. Confirm live values in the Service Quotas console rather than assuming this page's defaults still match your account.
Watch API throttling separately
API rate limits are shared across every user, integration, and instance in the account and Region. A reporting dashboard polling GetMetricDataV2 too aggressively can throttle your CTI or CRM integration too.
Complete Amazon Connect service quota reference
Every default quota documented by AWS across Amazon Connect core, AppIntegrations, Amazon Q in Connect, Cases, conversational analytics, Customer Profiles, outbound campaigns, Voice ID, and API throttling. Search or filter by category — all rows are present in the page for reference and search-engine indexing regardless of which filter is active.
Amazon Connect instance quotas
The quotas most contact centers hit first — concurrent contacts, users, phone numbers, queues, and the building blocks of routing.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Concurrent active calls per instance | 10 | Yes | Resource | Counts PSTN and WebRTC calls that are in a flow, queued, being handled by an agent, or an outbound call. Callbacks waiting in a callback queue and external transfers are not counted. Exceeding this returns a fast-busy (reorder) tone to the caller. |
| Concurrent active chats per instance | 500 | Yes | Resource | Includes SMS, WhatsApp, and Apple Messages for Business, plus chats still waiting in queue. An idle chat where the customer has gone silent still counts — use persistent chat to avoid idle chats eating into this quota. |
| Concurrent active tasks per instance | 2,500 | Yes | Resource | Any task not yet ended counts as active: being routed, queued, assigned to an agent, or in After Contact Work (ACW). |
| Concurrent active emails per instance | 1,000 | Yes | Resource | Total of emails executing through a flow, waiting in queue, assigned to agents (working or in ACW), and replies/agent-initiated emails being composed. Monitor with the ConcurrentEmails / ConcurrentEmailsPercentage CloudWatch metrics. |
| Users per instance | 500 | Yes | Resource | Maximum users you can create in the instance in the current Region. All 500 can be logged in and handling contacts concurrently. |
| Phone numbers per instance | 5 | Yes | Resource | Requires AWS CLI v2.13.20+ to view/manage via the CLI. The same quota-increase form is used to port an existing number to Amazon Connect. |
| Queues per instance | 100 | Yes | Resource | Standard and agent queues combined. |
| Maximum contacts in an agent queue | 10 | Yes | Resource | Applies per agent queue — the same cap applies to every agent queue in the instance. |
| Routing profiles per instance | 500 | Yes | Resource | Total routing profiles configurable in the instance. |
| Queue-channel combinations per routing profile | 50 | Yes | Resource | A queue counts once per channel — e.g. "Sales Voice" and "Sales Chat" are two combinations. Manually-assigned queues have their own independent 50-combination allowance. |
| Quick connects per instance | 100 | Yes | Resource | Phone number, queue, and user quick connects combined. |
| Security profiles per instance | 100 | Yes | Resource | Custom + default security profiles combined. |
| User hierarchy groups per instance | 500 | Yes | Resource | Total across all five hierarchy levels — there is no separate per-level cap. |
| Proficiencies per agent | 10 | Yes | Resource | Used for skills-based routing. |
| Predefined attributes per instance | 150 | Yes | Resource | Used for attribute-based routing and case fields. |
| Agent status per instance | 50 | No | Not adjustable | Custom + default statuses combined. Hard ceiling — plan status taxonomy carefully. |
| Amazon Connect instances per Region | 2 | Yes | Account | You can run multiple instances in one Region (e.g. prod + staging) — this quota, not the per-instance ones, caps how many. |
| AWS Lambda functions associated per instance | 50 | Yes | Resource | Functions available to invoke from a contact flow. |
| Flows per instance | 100 | Yes | Resource | Contact flows, flow modules are counted separately (see Modules below). |
| Modules per instance | 200 | Yes | Resource | Reusable flow modules referenced from contact flows. |
| Prompts per instance | 500 | Yes | Resource | Uploaded audio prompts. |
| Hours of operation per instance | 100 | Yes | Resource | — |
| Overrides per hours of operation | 50 | No | Not adjustable | One-off date overrides (holidays, closures) per HOO record. |
| Associations that inherit recurring overrides per hours of operation | 3 | No | Not adjustable | — |
| Data tables per instance | 100 | Yes | Resource | Used for dynamic, flow-referenced lookup data. |
| Primary attributes per data table | 5 | No | Not adjustable | — |
| Attributes per data table | 100 | No | Not adjustable | — |
| Values per data table | 1,000 | Yes | Resource | Rows of data per table. |
| Reports per instance | 2,000 | Yes | Resource | Includes every supervisor's personal saved reports — set a housekeeping policy so these don't silently pile up. |
| Scheduled reports per instance | 100 | Yes | Resource | — |
| Custom metrics per instance | 1,000 | No | Resource | — |
| Amazon Lex bots per instance | 70 | No | Resource | Classic (V1) Lex bot associations. |
| Amazon Lex V2 bot aliases per instance | 100 | Yes | Resource | — |
| Task templates per instance | 50 | No | Not adjustable | — |
| Customized fields per task template | 50 | No | Not adjustable | — |
| Maximum duration a task can be scheduled in the future | 90 days | No | Not adjustable | — |
| Maximum reschedules for a future-scheduled task | 20 | No | Not adjustable | — |
| Email addresses per instance | 100 (up to 500) | Yes | Resource | Can be raised up to 500 addresses per instance. |
| Email addresses per email contact (To + CC) | 50 total | No | Not adjustable | Outbound emails support 1 address in To and up to 49 in CC. BCC isn't supported. Not raisable. |
| Email domains per instance | 1 Connect domain + 100 custom | No | Resource | — |
| Maximum individual attachment size | 20 MB (up to 100 MB) | Yes | Resource | Configurable up to 100 MB via the admin website or API. |
| Active email contact expiry | 14 days (up to 90) | No | Resource | How long an email can sit active before auto-closing. Customizable up to 90 days via the connect:ContactExpiry segment attribute — not adjustable beyond that. |
| Active email conversation (thread) expiry | 90 days | No | Resource | A reply after 90 days starts a new thread instead of continuing the old one. |
AppIntegrations quotas
All AppIntegrations quotas are account-level, applying across every Amazon Connect instance in the account and Region.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Data integration associations per data integration | 10 | Yes | Account | — |
| Data integrations per Region | 10 | Yes | Account | — |
| Event integration associations per event integration | 10 | Yes | Account | — |
| Event integrations per Region | 10 | Yes | Account | — |
| Third-party applications per Region | 25 | No | Account | — |
Amazon Q in Connect (agent assist) quotas
All Amazon Q in Connect quotas are account-level. Adjustments go through AWS Support rather than the self-service Service Quotas console.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Assistants | 5 | No | Account | — |
| Knowledge bases | 10 | Yes | Account | — |
| Assistant associations | 20 | No | Account | — |
| Quick responses per knowledge base | 1,000 | Yes | Account | — |
| Content items per knowledge base | 5,000 | Yes | Account | FAQs, wikis, articles, step-by-step guides. |
| Maximum size per document | 5 MB | Yes | Account | — |
| Message templates per knowledge base | 200 | Yes | Account | Email, SMS, and WhatsApp templates combined. |
| Versions per message template | 20 | No | Account | — |
| Attachments per email message template | 10 | No | Account | 1 MB max per attachment; 5,000,000 characters max in an email template body; 800 characters max for an SMS template. |
| Routing profiles assigned per quick response or template | 40 | No | Account | — |
Amazon Connect Cases quotas
All Cases quotas are account-level. Cases integrated with the central AWS Service Quotas console in February 2026, so utilization and increase requests are now visible directly from that console.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Cases domains per AWS account | 5 | Yes | Account | — |
| Fields in a Cases domain | 500 | Yes | Account | — |
| Options per single-select field | 500 | Yes | Account | — |
| Layouts in a Cases domain | 100 | Yes | Account | — |
| Templates in a Cases domain | 100 | Yes | Account | — |
| Related items attached to a case | 200 | Yes | Account | — |
| Files attached to a case | 50 | Yes | Account | — |
| Case fields per case layout | 100 | No | Account | — |
| SLAs attached to a case | 10 | Yes | Account | — |
| Fields in a Custom-type related item | 5 | Yes | Account | — |
Conversational analytics (Contact Lens) quotas
All conversational analytics quotas are account-level. Post-call and chat analytics jobs run concurrently while AWS processes each finished contact — size this against your busiest hour, not your average.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Concurrent real-time calls with analytics | 300 | Yes | Account | Live sentiment/transcription running during the call itself. |
| Concurrent post-call analytics jobs | 200 | Yes | Account | A job starts after each analytics-enabled contact ends. AWS's own planning formula: (avg. call minutes × 0.4 × calls/hour) ÷ 60. |
| Concurrent chat analytics jobs | 200 | Yes | Account | — |
| Concurrent automated interaction analytics jobs | 20 | Yes | Account | — |
| Concurrent post-contact agent conversation summary jobs | 10 | Yes | Account | Shared across voice and chat. |
| Concurrent post-contact automated interaction summary jobs | 2 | Yes | Account | Shared across voice and chat. |
| Concurrent after-call agent conversation summary jobs | 2 | Yes | Account | Shared across voice and chat. |
| External voice analytics connectors | 0 | Yes | Account | Must be explicitly requested if you're piping in a non-Connect voice system for analytics. |
| Active recording sessions from external voice systems | 10 | Yes | Account | Per instance. |
| Evaluation questions answered with Ask AI (manual) | 10 | Via support ticket | Account | Per manually-submitted evaluation on a single contact. |
| Evaluation questions answered automatically (generative AI) | 10 | Via support ticket | Account | Per automated evaluation submission on a single contact. |
Customer Profiles quotas
All Customer Profiles quotas are account-level and apply per supported Region.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Customer Profiles domains | 100 | Yes | Account/Region | — |
| Keys per object type | 10 | Yes | Account/Region | — |
| Maximum expiration for an object or profile | 1,098 days | Yes | Account/Region | — |
| Calculated attributes per domain | 50 | No | Account/Region | — |
| Event streams per domain | 1 | No | Account/Region | — |
| Event triggers per domain | 50 | Yes | Account/Region | — |
| Integrations per domain | 50 | Yes | Account/Region | — |
| Object types per domain | 100 | Yes | Account/Region | — |
| Segment snapshots per day | 200 | Yes | Account/Region | Per domain. |
| Total size of all objects for a profile | 51,200 KB | Yes | Account/Region | — |
| Object / profile maximum size | 250 KB | No | Account/Region | Per single profile or profile object. |
| Objects per profile | 1,000 | Yes | Account/Region | — |
| Concurrent bulk export jobs | 20 | No | Account/Region | Frees up once a job completes or fails. |
Outbound campaigns quotas
All outbound campaigns quotas are account-level. Concurrent campaign active calls defaults to zero — every new account must explicitly request capacity before running its first campaign.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Active campaigns per instance | 50 | Yes | Account | — |
| Total campaigns per instance | 500 | Yes | Account | Active + inactive combined. |
| Concurrent campaign active calls per instance | 0 (must be requested) | Yes | Resource | This is the one every new outbound deployment forgets. It defaults to zero — dials will fail with a fast-busy tone until you request a starting quota. |
Voice ID quotas — end of support notice
AWS ended support for Amazon Connect Voice ID on May 20, 2026. The Voice ID console, admin website, CCP features, and API resources are no longer accessible. The figures below are kept for historical reference and for teams auditing legacy configurations only.
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Domains | 3 | No | Account | Per account. (Feature retired May 20, 2026.) |
| Concurrent active sessions per domain | 50 | No | Account | AWS's scaling guidance was roughly 5% of hourly voice contact volume, e.g. 1,000 calls/hour ≈ 50 sessions, 10,000 calls/hour ≈ 500 sessions. (Feature retired May 20, 2026.) |
| Fraudsters per watchlist | 500 | No | Account | (Feature retired May 20, 2026.) |
| Watchlists per domain | 3, including the default watchlist | No | Account | (Feature retired May 20, 2026.) |
| Speakers per domain | 100,000 | No | Account | (Feature retired May 20, 2026.) |
API throttling quotas (selected)
Amazon Connect API throttling is by AWS account and Region — not by user, not by instance. Every caller in the account shares one bucket per API. Unless listed below, every Connect API defaults to 2 requests/second sustained (RateLimit) with a burst of 5/second (BurstLimit).
| Quota name | Default value | Adjustable | Level | Notes |
|---|---|---|---|---|
| Default (all unlisted Connect APIs) | 2 TPS / burst 5 TPS | Yes | Account | — |
| Evaluations actions (all) | 1 TPS | Yes | Account | — |
| GetMetricData | 5 TPS / burst 8 TPS | Yes | Account | — |
| GetMetricDataV2 | 10 TPS / burst 10 TPS | Yes | Account | — |
| GetCurrentMetricData | 5 TPS / burst 8 TPS | Yes | Account | — |
| SearchContacts | 0.5 TPS / burst 1 TPS | Yes | Account | The lowest default of any Connect API — a common cause of throttling in reporting integrations. |
| StartChatContact | 5 TPS / burst 8 TPS | Yes | Account | — |
| StartContactStreaming / StopContactStreaming | 5 TPS / burst 8 TPS | Yes | Account | — |
| CreateParticipant / UpdateParticipantRoleConfig | 5 TPS / burst 8 TPS | Yes | Account | — |
| GetContactAttributes / UpdateContactAttributes / DescribeContact / StopContact / UpdateContact / ListContactReferences / BatchPutContact | 10 TPS / burst 15 TPS | Yes | Account | — |
| TagContact / UntagContact | 20 TPS / burst 25 TPS | Yes | Account | — |
| UpdateContactRoutingData | 20 TPS / burst 20 TPS | Yes | Account | — |
| SendChatIntegrationEvent | 17 TPS / burst 26 TPS | Yes | Account | — |
| CreateIntegrationAssociation / DeleteIntegrationAssociation | 2 TPS / burst 5 TPS | Yes | Account | 1 TPS for the SES_IDENTITY integration type specifically. |
| ListIntegrationAssociations | 25 TPS / burst 50 TPS | Yes | Account | — |
| Participant Service: CreateParticipantConnection | 6 TPS / burst 9 TPS | No | Instance | Participant Service quotas are per-instance, not account-wide, unlike the main Connect API. |
| Participant Service: SendMessage / SendEvent | 10 TPS / burst 15 TPS | No | Instance | — |
| Outbound Campaigns: CreateCampaign / StartCampaign / StopCampaign / PauseCampaign / ResumeCampaign / DeleteCampaign | 1 TPS / burst 2 TPS | No | Account | — |
| Outbound Campaigns: PutDialRequestBatch / PutOutboundRequestBatch | 10 TPS / burst 10 TPS | No | Account | — |
Amazon Connect service quotas — what every architect should know before go-live
Amazon Connect enforces default resource and rate limits — "service quotas" — on almost every configurable object in an instance: concurrent contacts by channel, users, phone numbers, queues, routing profiles, flows, and integration touchpoints like Lambda and Lex. Most are adjustable through the AWS Service Quotas console with no support ticket required, but a handful — like the 50 agent statuses per instance or the 10 overrides per hours-of-operation record — are hard ceilings that only design decisions can work around. New Amazon Connect deployments most commonly get caught out by three defaults specifically: 10 concurrent active calls per instance (fine for a pilot, undersized for most production launches), 5 phone numbers per instance, and 0 concurrent campaign active calls for outbound — the last of which must be explicitly requested before a single dialer campaign can run. This page mirrors the official AWS documentation and adds a calculator so you can check your actual forecast against every default before you're troubleshooting a fast-busy tone on launch day.