Use agentic self-service

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/agentic-self-service.html

Published

2026-10-01

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

AWS documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Agentic self-service then needs a Conversational AI bot with the Connect AI agent intent enabled and a flow whose Get customer input block invokes that bot, followed by a Check contact attributes block that routes on the Return to Control tool chosen. in context
• Agentic self-service setup starts by creating an AI agent of type Orchestration in AI agent designer, copied from the SelfServiceOrchestrator system agent, then assigning it a security profile and tools. in context
• For agentic self-service the published orchestrator AI agent is set as default in the Self Service row of Default AI Agent Configurations on the AI Agents page, with the SelfServiceOrchestration prompt usable as-is. in context
• Agentic self-service uses orchestrator AI agents that reason across multiple steps, invoke MCP tools and keep a continuous conversation until resolution or escalation, whereas legacy self-service returns control to the flow whenever a custom tool is selected. in context
• Orchestration AI agents use the same security profile framework as human agents, and an AI agent can execute only the tools its assigned security profile explicitly permits. in context
• Constant tools return a configured static string to the orchestrator AI agent without ending the conversation, which AWS positions for testing before connecting real backends through MCP tools. in context
• 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. in context
• When an orchestrator AI agent invokes a Return to Control tool the AI conversation ends, control returns to the flow, and the tool name and inputs are stored as Lex session attributes read with Namespace Lex, Key Session attributes, Session Attribute Key Tool after the Default output of Get customer input. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Use agentic self-service. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-agentic-self-service

BibTeX

@misc{warmtransfer-aws-connect-agentic-self-service,
  title  = {Use agentic self-service},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-agentic-self-service},
  note   = {Amazon Web Services, accessed 2026-10-01}
}