Set up an Amazon Q in Connect knowledge base to store quick
responses
You must create an Amazon Q in Connect knowledge base to store quick responses. You can use the Amazon Connect admin website to create the knowledge base with a single click. The site uses AWS owned keys to encrypt data.
Note
You can create your own key by providing a custom ServerSideEncryptionConfiguration in an CreateKnowledgeBase API call. For more information, see Enable Amazon Q in Connect for your instance, in this guide.
The following steps explain how to use the Amazon Connect admin website to create an Amazon Q in Connect knowledge base.
To create a knowledge base
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Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/. Use an admin account, or an account with Content Management - Quick responses - Create permission in it's security profile.
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On the navigation bar, choose Content Management, then Quick responses.
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On the Quick responses page, choose Get started.
Note
If the Get started button isn't available, sign in with an account that has the admin security profile, or ask another admin for help.
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Remain on the page until the process ends. Do not refresh the page until the process ends. An indicator shows the status.
The finished knowledge base provides two sample quick responses.
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The sample responses are associated with the basic routing profile, if that exists in your Amazon Connect instance.
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The sample responses are set to Inactive, meaning agents can't see or search for them. Activating a sample quick response makes it visible and searchable by agents assigned to the basic routing profile.
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If the basic routing profile is not present in your Amazon Connect instance, the sample quick responses are associated with All routing profiles. After you activate a sample quick response, all agents can see and search for that response, regardless of their assigned routing profiles.
Note
Quick responses are only available in the Chat and Email channels.
