Initial set-up for AI agents

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/enable-q.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

• To enable out-of-the-box agent assist on contacts, add a Connect assistant block to the flow; it associates the AI agents domain and the default AI agent mapping with the current contact. in context
• The Amazon Bedrock knowledge base integration is available only for on-contact use and does not support off-contact manual search. in context
• The bring-your-own Amazon Bedrock knowledge base integration is compatible only with orchestration AI agent types. in context
• The AI agents setup page says ingestion supports HTML, Word (DOCX only), PDF and UTF-8 text files up to 1 MB, and PDFs must not be encrypted or password protected. disputed in context
• Agent assist uses Amazon Bedrock cross-region inference and may process data in a Region other than the one selected; customers who do not want that must contact AWS Support. in context
• By default an AI agents domain and its connection are encrypted with an AWS owned key; using a customer managed KMS key is optional and incurs AWS KMS charges. in context
• AI agents knowledge bases do not process deletions in Salesforce or ServiceNow or hard deletes and archives in Zendesk; articles must be archived in Salesforce, retired in ServiceNow or unpublished in Zendesk to leave the knowledge base. in context
• An Amazon Connect instance can be associated with a different AI agents domain at any time by choosing a different domain. in context
• In Amazon Connect, enabling AI agents (formerly Amazon Q in Connect) starts with creating a domain, also called an assistant, which the setup overview describes as consisting of a single knowledge base. in context
• Separate AI agents domains do not share external application integrations or customer data with each other. in context
• An AI agents domain can be associated with one or more Amazon Connect instances, but an instance can be associated with only one domain. in context
• Knowledge integrations are created at the domain level, and every Amazon Connect instance associated with a domain inherits that domain's integrations. in context
• The last time a knowledge base's available content changed can be confirmed from the lastContentModificationTime field returned by the GetKnowledgeBase API. in context
• To use AI agents with chat, task and email contacts, the domain's customer managed key policy must grant the connect.amazonaws.com service principal kms:Decrypt, kms:GenerateDataKey* and kms:DescribeKey. in context
• The Amazon Connect console offers prebuilt knowledge integrations for Amazon S3, Microsoft SharePoint Online, Salesforce, ServiceNow, Zendesk and a web crawler, plus an option to bring an existing Amazon Bedrock knowledge base. in context
• A ServiceNow knowledge integration requires versioning to be enabled on the ServiceNow knowledge base articles; without it the integration fails to create. in context
• A SharePoint Online knowledge integration supports only the AUTHORIZATION_CODE connection type, not CLIENT_CREDENTIALS, and allows at most 10 folders. in context
• For Salesforce, ServiceNow and Zendesk integrations the sync frequency is optional and defaults to one hour, and by default all records are ingested unless an ingestion start date is set. in context
• Because an instance can hold only one domain and every associated instance inherits the domain's integrations, trialling a different knowledge configuration without affecting production agents implies using a separate non-production instance associated with a separate domain. inferred in context
• Customers managing their own keys can supply two KMS keys: one for the domain, which encrypts the excerpts shown in agent recommendations, and one for content imported from S3, SharePoint Online, Salesforce, ServiceNow or Zendesk; search indices are always encrypted at rest with an AWS owned key. in context
• The AI agents web crawler integration follows robots.txt, does not crawl JavaScript dynamically generated pages, accepts a seed URL plus up to 9 additional source URLs, and stops a crawl after a default one-hour timeout. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Initial set-up for AI agents. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-ai-agent-initial-setup-b

BibTeX

@misc{warmtransfer-aws-connect-ai-agent-initial-setup-b,
  title  = {Initial set-up for AI agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-ai-agent-initial-setup-b},
  note   = {Amazon Web Services, accessed 2026-10-01}
}