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Agent assist and agentic AI
About five minutes of reading
Using the old name in a design review is fine. Using it as the only name in a 2026 runbook is not.
Wisdom entered preview on 1 December 2020 and became generally available on 27 September 2021. On 28 November 2023 Amazon Q in Connect included that functionality and added generative answers. On 4 August 2026 the admin guide renamed Amazon Q in Connect to agent assist.
The service authorization reference still showed the wisdom prefix in September 2026. Policies and CLI commands can say wisdom or qconnect. Read the reference before you write a new policy.
Number on this page: Rename 2026-08-04. Q in Connect to agent assist, in the admin guide
Picture from this room.
What usually goes wrong: Writing a policy for a service name that the IAM reference does not use.
Which term matches this description? The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.
The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix. The term is Amazon Q in Connect.
Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Which term matches this description? The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.
The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom. The term is Agent assist.
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
Which term matches this description? The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.
The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023. The term is Wisdom.
Amazon Connect โ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10
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
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.
Writing a policy for a service name that the IAM reference does not use.
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.