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Assigning security profile permissions to AI agents - Amazon Connect
Security ProfilesSecurity Profile Permissions for AI AgentsTool-Level PermissionsAdministrator PermissionsConfiguring Security ProfilesReference Documentation

Assigning security profile permissions to AI agents

Security Profiles

Security Profiles in Amazon Connect control what users can access and what actions they can perform. For AI Agents, security profiles govern:

  • Which tools an AI Agent can invoke

  • What data the agent can access

  • Which users can configure AI Agents and Prompts

  • Whether an employee is authorized to have an AI agent take a particular action on their behalf

Security Profile Permissions for AI Agents

Security profiles control both user capabilities and AI agent tool access in Connect. When you create or edit a security profile, you can assign permissions for:

  • AgentCore gateway tools added to Connect

  • Flow modules saved as tools

  • Out-of-the-box tools for common operations like updating cases and starting tasks

The security profile permissions for built-in tools mirror those used for employee access.

AI Agent Tool Required Human Agent Permission
Cases (Create, Update, Search) Cases - View/Edit in Agent Applications
Customer Profiles Customer Profiles - View in Agent Applications
Knowledge Base (Retrieve) Connect assistant - View Access
Tasks (StartTaskContact) Tasks - Create in Agent Applications

To assign an AI agent one or multiple security profiles, go to the AI agent edit page in your Connect website and you will find a dropdown where you can pick the security profiles to assign the AI agent and hit save to confirm the changes.

Tool-Level Permissions

Beyond security profiles, you can control tool access at the AI Agent level:

Configuring Tool Access

When creating or editing an AI Agent:

  1. Navigate to Analytics and Optimization → AI Agents

  2. Select or create an AI Agent

  3. In the Tools section, select which tools this agent can access

  4. Add instructions on how the AI agent should use the selected tool to optimize AI agent performance.

Agent Workspace Permissions

For human agents using AI Agent assistance in the Agent Workspace, assign this permission to get access to the Connect Assistant that is powered by AI agents.

Permission Location
Connect assistant - View Access Agent Applications
Shared Permissions

When using AI Agents for Agent Assistance, the human agent's security profile must include the same permissions as the AI Agent's configured tools. The AI Agent operates within the context of the human agent's session, so tool invocations are authorized against the combination of the AI agent and human agent's permissions.

Example: If an AI Agent has access to the Cases tool (CreateCase, SearchCases), the human agent using that AI Agent must also have Cases permissions in their security profile. Otherwise, the AI Agent's tool invocations will fail.

Administrator Permissions

For administrators configuring AI Agents and Prompts:

Permission Location Purpose
AI Agents - All Access AI agent designer Create, edit, and manage AI Agents
AI Prompts - All Access AI agent designer Create, edit, and manage AI Prompts
AI Guardrails - All Access AI agent designer Create, edit, and manage AI Guardrails
Conversational AI - All Access Channels and Flows View, edit, and create Lex bots
Flows - All Access Channels and Flows Create and manage contact flows
Flow Modules - All Access Channels and Flows Create flow modules as tools

Configuring Security Profiles

Step 1: Access Security Profiles

  1. Log in to the Amazon Connect admin console

  2. Navigate to Users → Security profiles

  3. Select the security profile to modify (or create a new one)

Step 2: Configure Agent Permissions

For agents who will use AI assistance:

  1. In the security profile, expand Agent Applications

  2. Enable Connect assistant - View Access

Step 3: Configure Administrator Permissions

For administrators who will configure AI Agents:

  1. Expand AI agent designer

  2. Enable AI Agents - All Access

  3. Enable AI Prompts - All Access

  4. Enable AI Guardrails - All Access

    Security profile page showing AI agent designer permissions including AI Agents, AI Prompts, and AI Guardrails with All Access enabled.

  5. Expand Channels and Flows

  6. Enable Bots - All Access

  7. Enable Flows - All Access

  8. Enable Flow Modules - All Access (if using flow modules as tools)

    Security profile page showing Channels and Flows permissions including Bots, Flows, and Flow Modules with All Access enabled.

Step 4: Save Changes

  • Click Save to apply the security profile changes

Reference Documentation

For detailed information, see: