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Agentic CX is a flow exit, not a magic queue — Ecosystem

Glossary

Agent assist The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.
Amazon Q in Connect The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.
Wisdom The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.
Connect assistant block Associates an AI agents domain with the contact so recommendations can run.

Mind map

Open the Agent assist and agentic AI mind map

Sister technologies

The names changed in 2023 and again in 2026. The IAM prefix and the block you configure did not move in lockstep.

Config and troubleshooting

A single exit arrow labeled 'done' and no error port.

Agent assist still uses the wisdom IAM prefix. The instance attribute ContactLens is the switch this campus can show in a template. The assistant domain is associated after the instance exists.

CfnInstance AWS::Connect::Instance

CloudFormation study snippet

Resources:
  CampusInstance:
    Type: AWS::Connect::Instance
    Properties:
      IdentityManagementType: SAML
      InstanceAlias: campus-demo
      Attributes:
        InboundCalls: true
        OutboundCalls: true
        ContactflowLogs: true
        ContactLens: true

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10
confirm Amazon Q in Connect. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.
AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10
Call centre - Wikipedia Wikipedia. last checked 2026-10

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