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.

Trusted account 

Your IAM role must have 765628985471 as a trusted account ID.

External 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:

  • AmazonLexReadOnly
  • AmazonLexRunBotsOnly
Note: Do not manually select the Amazon Lex or Lex V2 permissions. 

Amazon Lex V2 integrations must also include this policy:

     "Version": "2012-10-17",
     "Statement": [
               "Sid": "VisualEditor0",
               "Effect": "Allow",
               "Action": "lex:List",
"Action": "lex:Describe",
               "Action": "lex:StartConversation",
               "Resource": "*"

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.