Troubleshoot Amazon Lex integrations
If you experience difficulties configuring your Amazon Lex or Lex V2 integration, verify these configuration details for your AWS IAM account.
I have an agreement with AWS for my Amazon Lex or Lex V2 service
Open an AWS support case (AWS login required). For more information on AWS support, see AWS Support.
I have an agreement with Genesys for my Amazon Lex or Lex V2 service
Open a Genesys Cloud Customer Care case in My Support Portal. For more information, see About Genesys Cloud Customer Care.
Your IAM role must have 765628985471 as a trusted account ID.
If you enable an external ID with your IAM role, it must exactly match your Genesys Cloud organization ID.
AWS managed policies
For Amazon Lex V1 and Amazon Lex V2, the IAM role should have these AWS managed policies for permissions:
Amazon Lex V2 integrations must also include this policy:
For more information, see Configure IAM role with permissions for the Amazon Lex V2 app.
Amazon Role ARN credential
The Amazon Lex or Lex V2 integration’s “Amazon Role ARN” (amazonWebServicesARN) credential must exactly match the IAM role’s ARN in the AWS console.