The SelfServiceOrchestrator includes default Complete and Escalate Return to Control tools; AWS's example routes Complete to Disconnect, Escalate to Set working queue and Transfer to queue, and No match to Disconnect or other logic.
Checked 2026-10-01
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- self-service
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-01
- Checked
- 2026-10-01
Sources
- Use agentic self-service — Amazon Web Services · tier 2 current vendor documentation · Tools for orchestrator AI agents, Return to Control bullet; Configure routing based on Return to Control tools steps 4-5
Cite this note
APA
WarmTransfer. (2026, October 1). Setting up Amazon Q in Connect for agent assist and self-service: source note amazon-connect-q-setup-escalate-routing. WarmTransfer. https://warmtransfer.net/knowledge/claims/amazon-connect-q-setup-escalate-routing
BibTeX
@misc{warmtransfer-claim-amazon-connect-q-setup-escalate-routing,
title = {Setting up Amazon Q in Connect for agent assist and self-service: source note amazon-connect-q-setup-escalate-routing},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/amazon-connect-q-setup-escalate-routing},
note = {Source note amazon-connect-q-setup-escalate-routing, checked 2026-10-01}
}