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The Build Wizard

Selecting the With AI card and then Get Started opens the Create a Contact Centre wizard. It has six steps:

  1. Overview - what you need and what you get.
  2. AWS Account - the AWS account IQ builds into.
  3. Tell Us More - the description of the business.
  4. Outcomes and Data - what customers contact you about.
  5. Queues - where each outcome is routed.
  6. Summary - review, then build.

The steps run across the top of the wizard, with the current one highlighted. Move through them with Next and Previous in the top-right corner; the first step has no Previous, and on the last step the primary action becomes Build instead of Next. A help icon sits beside those buttons, and the cross closes the wizard.

Progress is saved from Tell Us More onwards - selecting Next on that step creates the contact centre as a Draft, so from then on the wizard can be closed and picked up again from the contact centres list. Closing it before that point leaves nothing behind, and the first two steps have to be worked through again. On the steps IQ generates content for, Next is unavailable until it has finished working.

1. Overview​

The first step explains what the build needs from you and what it produces, and links to the IQ onboarding guide in these help docs. Nothing is created yet.

The things to have ready are an AWS account and an AWS IAM user with role creation permissions in it. What you'll get lists the contact centre and its admin user, the new Amazon Connect instance - created with Unlimited AI pricing - and the Amazon Connect admin user, which is separate from your current admin account but signs in with the same email address and password.

Both lists are covered in full on Building With IQ.

Select Next to continue.

2. AWS Account​

Enter the 12-digit account number in Your AWS Account ID. This is the account the new Amazon Connect instance is built in and linked to the new contact centre.

Below it, the IQ Onboarding Role section creates the role CX needs in that account:

  1. Select Create Role. An AWS page opens in a new tab.
  2. Sign in to the account entered above, as a user with permission to create roles.
  3. Select continue on the AWS page, then close it. AWS creates the role automatically and the wizard confirms when it is ready.
  4. Back in the wizard, select Next.

The continue in step 3 belongs to the AWS page, not to the wizard - the wizard itself only ever moves forward with Next.

note

A second role - the service role that runs the contact centre day to day - is added later in the build if the account does not already have one. It is the same role described in AWS Customer Account Resources.

3. Tell Us More​

IQ introduces itself in a short conversation and asks for a description of the business, suggesting what to include:

  • The organisation name.
  • The industry and team size, for example retail with 20 agents.
  • The channels used to talk to customers, for example voice, chat or email.
  • The main goal, for example handling technical support or sales.

The description goes in the field at the bottom of the step, prompted with Write something, or use a quick start template .... It is the only thing the following steps are generated from, so it is worth being specific about the industry, the channels in use, the reasons customers make contact and the opening hours. Key details are highlighted in the text as IQ recognises them.

A live counter under the field shows the characters used out of the 600 available, such as 441 / 600 characters. Over the limit it turns red - 605 / 600 characters - flagging that the description needs shortening.

Three controls sit with the field:

  • Trackers for Organisation, Industry, Channels and Goals show which of those details IQ has picked up so far. Each starts as an empty circle and switches to a tick once IQ recognises that detail in the description. They are a prompt to add anything still missing, not a requirement - the description can be submitted with trackers outstanding.
  • The Suggestions toggle turns live suggestions on and off. When it is on, IQ offers one suggestion at a time in a floating bubble above the field, such as asking whether the business distinguishes between incident priorities. When it is off, no suggestions appear.
  • Quick Start is a dropdown of ready-made descriptions to start from rather than writing from scratch, each with a line describing who it suits. General covers anyone who does not see their industry listed, alongside seven industry templates: Government & council services, Healthcare & patient services, Insurance, banking & finance, Roadside & emergency dispatch, Retail & online stores, Travel, airlines & hotels and Utilities & telco.

Selecting Next creates the contact centre as a Draft and generates the outcomes for the next step. Until the build starts, the draft is only visible to you.

The description locks once you continue

Coming back to this step later shows the description read-only, with a Locked badge above it and the text, the trackers, Suggestions and Quick Start all greyed out. A line underneath - "IQ used this to generate your setup. Editing will clear what's been generated." - sits next to an Edit Description button.

Selecting Edit Description opens the Edit Your Description? dialog, which warns that editing clears everything IQ has generated so far, including the outcomes, queues and routing. Select Cancel to leave the description and everything built from it alone, or Edit & Clear to unlock it and work through the following steps again.

4. Outcomes and Data​

An outcome is a reason a customer contacts you, such as a support incident or a sales callback. IQ proposes a set of outcomes from your description and shows each one as a card with:

  • A name and a short description of what the outcome covers.
  • An inline Confidence: NN% badge with a coloured dot, showing how much of a guess the outcome is: green above 75%, amber between 25% and 75%, and red at 25% and below. Low scores are worth reviewing first; they usually mean the description did not say much about that area.
  • An IQ will capture: row listing the data fields collected for that outcome, such as a name, a phone number or a ticket ID. Each field is a chip with a remove control, so anything not needed can be taken off the card.

Anything else is changed by asking IQ, using the panel at the foot of the step.

Requesting a Change​

Request a Change is a conversation with IQ. It sits collapsed at the bottom of steps 4 and 5 and expands to a message box with shortcut buttons beneath it.

  • Describe the change in plain language and select Request.
  • The request appears as a highlighted bubble in the panel while IQ works on it, with the message box and shortcuts unavailable until it replies.
  • IQ's reply appears under the request, confirming what it changed and inviting anything else. The send button then becomes Send a Follow Up, and each further exchange is added below the last.
  • If a request fails, IQ says so and offers Try Again to resend it.

On this step, the Add an Outcome shortcut pre-fills the message box with a template naming the outcome and the data to capture, ready to complete before sending.

5. Queues​

IQ maps each outcome to the queue that serves it. The step shows two columns - Outcomes on the left and Queues on the right - with connector lines running between them to show which outcome is routed to which queue. More than one outcome can be connected to the same queue.

  • View on an outcome card shows its details, including the data fields set on the previous step.
  • A Default Queue sits at the bottom of the queues column with no outcome connected to it. Anything that does not match one of the mapped outcomes is routed there, so no contact is left without a destination.

Request a Change works the same way here, for changing a mapping, adding a queue, or any other adjustment to the routing.

6. Summary​

The final step recaps everything about to be built, across three tabs.

  • Amazon Connect - the Admin User the instance is created for, the Agentic IVR (with badges for the AI Agent, Contact Flows and Contact Flow Modules being built), the instance Alias, the Opening Hours the contact centre takes contacts, the Region it is hosted in, and the instance Settings (badges for Amazon Q and Contact Lens).
  • CX Contact Centre - the contact centre Name and the Default Settings it is created with, as badges for missed interactions, real-time metrics, personal contacts, ACW and agent logs.
  • Routing and Outcomes - a recap of the Outcomes IQ captures from each contact and the Queues contacts wait in, both listed as badges.

Every badge carries a help icon explaining what it is, and values such as the alias and the region have a copy button beside them.

Two icons appear against the entries:

  • A pencil icon edits the value in place.
  • The other icon jumps back to the step that configures that area, so it can be reworked there.

Only four values can be edited on this step: the Amazon Connect alias, the opening hours, the contact centre name and the default settings. Everything else is read-only - the region follows the Amazon Connect instance, and the outcomes and queues are changed on their own steps.

Starting the Build​

Selecting Build opens the One Last Thing dialog. It confirms the email address and asks for the current password to be entered again, so the new Amazon Connect user can be created with the same credentials. Select Cancel to go back to the summary, or Finish to start the build.

An incorrect password raises a toast reading Oops, it looks like that's an incorrect password, with a Forgot your password link for resetting it. The wizard stays on the summary so the password can be tried again.

Once the build starts you are returned to the CX home page and the build runs on its own - see Build Progress.

warning

Build is unavailable if you already have an IQ build in progress. Only one build per person can be active at a time.