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Agent assist and agentic AI
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The application returns an exit condition. Your flow must have a branch for each one, including failure.
The Agentic CX block passes context variables in and routes on the exit condition that comes back. Live Sync, the new name for Voice+, can guide a customer inside a web or mobile app. It is 0.01 USD per minute on top of the channel rate, generally available 2 September 2026, and not billed during the trial through 30 November 2026.
External Tool calls a tool behind an Amazon Bedrock AgentCore gateway. That is a different block, with a different permission story.
Number on this page: Live Sync $0.01. Per minute, trial through 30 Nov 2026
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Picture from this room.
What usually goes wrong: A single exit arrow labeled 'done' and no error port.
Which term matches this description? A block that hands the contact to an Agentic CX Designer application and routes on the exit condition.
A block that hands the contact to an Agentic CX Designer application and routes on the exit condition. The term is Agentic CX.
Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Which term matches this description? Map every exit to a queue, a message, or a failure prompt.
Map every exit to a queue, a message, or a failure prompt. The term is Agentic CX is a flow exit, not a magic queue (1).
Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10
Which term matches this description? Agentic self-service, including Nova Sonic for voice, was announced 30 November 2025.
Agentic self-service, including Nova Sonic for voice, was announced 30 November 2025. The term is Wisdom, Q, and agent assist are one lineage (3).
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
Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10
The prose is a study paraphrase. The link is the source of the facts.
Open the Agent assist and agentic AI mind map
The names changed in 2023 and again in 2026. The IAM prefix and the block you configure did not move in lockstep.
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
Resources:
CampusInstance:
Type: AWS::Connect::Instance
Properties:
IdentityManagementType: SAML
InstanceAlias: campus-demo
Attributes:
InboundCalls: true
OutboundCalls: true
ContactflowLogs: true
ContactLens: true
Join records on ContactId. The integration map room lists the seams.
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.
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.