Amazon Connect
Administrator Guide

The AWS Documentation website is getting a new look!
Try it now and let us know what you think. Switch to the new look >>

You can return to the original look by selecting English in the language selector above.

Use Service-Linked Roles for Amazon Connect

Amazon Connect uses AWS Identity and Access Management (IAM) service-linked roles. A service-linked role is a unique type of IAM role that is linked directly to Amazon Connect. Service-linked roles are predefined by Amazon Connect and include all the permissions that the service requires to call other AWS services on your behalf.

A service-linked role makes setting up Amazon Connect easier because you don't have to manually add the necessary permissions. Amazon Connect defines the permissions of its service-linked roles, and unless defined otherwise, only Amazon Connect can assume its roles. The defined permissions include the trust policy and the permissions policy, and that permissions policy cannot be attached to any other IAM entity.

For information about other services that support service-linked roles, see AWS Services That Work with IAM and look for the services that have Yes in the Service-Linked Role column. Choose a Yes with a link to view the service-linked role documentation for that service.

Service-Linked Role Permissions for Amazon Connect

Amazon Connect uses the service-linked role named AWSServiceRoleForAmazonConnect_ – Grants Amazon Connect permission to access AWS resources on your behalf.

The AWSServiceRoleForAmazonConnect_ service-linked role trusts the following services to assume the role:

  • connect.amazonaws.com

The role permissions policy allows Amazon Connect to complete the following actions on the specified resources. As you enable additional features in Amazon Connect, additional permissions are added for the service-link role to access the resources associated with those features:

  • Action: all Amazon Connect actions, connect:*, on all Amazon Connect resources.

  • Action: Amazon S3 s3:GetObject, s3:GetObjectAcl, s3:PutObject, s3:PutObjectAcl, s3:DeleteObject, s3:GetBucketLocation, and GetBucketAcl for the S3 bucket specified for recorded conversations.

    It also grants s3:PutObject, s3:PutObjectAcl, and s3:GetObjectAcl to the bucket specified for exported reports.

  • Action: Amazon Kinesis Data Firehose firehose:DescribeDeliveryStream and firehose:PutRecord, and firehose:PutRecordBatch for the delivery stream defined for Agent event streams and CTRs.

  • Action: Amazon Kinesis Data Streams kinesis:PutRecord, kinesis:PutRecords, and kinesis:DescribeStream for the stream specified for Agent event streams and CTRs.

  • Action: Amazon Lex lex:PostContent for the bots added to your instance.

  • Action: Amazon CloudWatch Logs logs:CreateLogStream, logs:DescribeLogStreams, and logs:PutLogEvents to the CloudWatch Logs group specified for contact flow logging.

You must configure permissions to allow an IAM entity (such as a user, group, or role) to create, edit, or delete a service-linked role. For more information, see Service-Linked Role Permissions in the IAM User Guide.

Creating a Service-Linked Role for Amazon Connect

You don't need to manually create a service-linked role. When you create a new instance in Amazon Connect in the AWS Management Console, Amazon Connect creates the service-linked role for you.

If you delete this service-linked role, and then need to create it again, you can use the same process to recreate the role in your account. When you create a new instance in Amazon Connect, Amazon Connect creates the service-linked role for you again.

You can also use the IAM console to create a service-linked role with the Amazon Connect - Full access use case. In the IAM CLI or the IAM API, create a service-linked role with the connect.amazonaws.com service name. For more information, see Creating a Service-Linked Role in the IAM User Guide. If you delete this service-linked role, you can use this same process to create the role again.

Editing a Service-Linked Role for Amazon Connect

Amazon Connect does not allow you to edit the AWSServiceRoleForAmazonConnect_ service-linked role. After you create a service-linked role, you cannot change the name of the role because various entities might reference the role. However, you can edit the description of the role using IAM. For more information, see Editing a Service-Linked Role in the IAM User Guide.

Deleting a Service-Linked Role for Amazon Connect

You don't need to manually delete the AWSServiceRoleForAmazonConnect_ role. When you delete your Amazon Connect instance in the AWS Management Console, Amazon Connect cleans up the resources and deletes the service-linked role for you.

Supported Regions for Amazon Connect Service-Linked Roles

Amazon Connect supports using service-linked roles in all of the regions where the service is available. For more information, see AWS Regions and Endpoints.