Response Configuration not accessible in Amazon Q Business (and it's not an IAM issue)

Question

I have configured an Amazon Q for Business application and need to [configure the response format](https://docs.aws.amazon.com/amazonq/latest/qbusiness-ug/response-customization-configurations.html). As per the docs there should be **Response customization** under **Enhancements** on the left-hand side but it's not there.

![Q for Business - Enhancements](/media/postImages/original/IMKFaw1FMMTMuDw4MxzbTEdw)

So, I tried the CLI and received an interesting message that the **_account_ doesn't have access** to the API (not that my IAM role doesn't - I've got Admin role).

```
~ $ aws qbusiness list-chat-response-configurations --application-id abcd...789
An error occurred (AccessDeniedException) when calling the ListChatResponseConfigurations operation: Customer account id XYZ does not have access to call this API.
```

In CloudTrail there's not much more:

```
    "eventTime": "2025-09-17T00:51:03Z",
    "eventSource": "qbusiness.amazonaws.com",
    "eventName": "ListChatResponseConfigurations",
    "awsRegion": "ap-southeast-2",
    "errorCode": "AccessDenied",
    "errorMessage": "Customer account id XYZ does not have access to call this API.",
```

Why does it say that the **account** doesn't have access to call this API and how do I enable it?

User-7592912 · Accepted Answer

It turns out that Response customization is not available in the Sydney region, despite the announcement explicitly claiming that it is in all regions where Q Business is available.

> This is {...} from AWS Premium Support. I hope this email finds you well.
> 
> I would like to inform that the product team has confirmed that the feature 'Response customization' is currently not available to use in the Sydney region. So far, us-east-1 and us-west-2 are enabled with this feature.
> 
> Having said that, the team is working to roll this feature out in the region. However, there is no rough ETA yet provided.

re:Post Agent · Answer

The issue you're experiencing with Response Customization not being accessible in Amazon Q Business is likely due to the feature's availability timeline. According to the information available, Amazon Q Business's response customization feature was launched on July 2, 2025.

Since your CloudTrail log shows you attempted to access this feature on September 17, 2025, which is after the launch date, the feature should theoretically be available. However, there are a few possible explanations for why you're encountering this error:

1. Regional availability: While the announcement states that response customization is available in all AWS Regions where Amazon Q Business is offered, there might be a phased rollout across regions. You're using the ap-southeast-2 region, and it's possible that the feature hasn't been fully deployed there yet.

2. Application version or tier: Your specific Amazon Q Business application might be on a version or tier that doesn't yet support response customization.

3. Feature rollout: Despite the announcement date, there might be an ongoing gradual rollout of the feature across accounts.

The error message "Customer account id XYZ does not have access to call this API" suggests that this is not an IAM permissions issue with your user role (as you correctly noted), but rather that the feature is not yet enabled for your AWS account.

To resolve this issue, I would recommend:

1. Contact AWS Support to confirm if the response customization feature is available for your account and region.
2. Check if there are any prerequisites or specific application configurations needed to enable this feature.
3. Verify if there are any account-level settings that need to be enabled for accessing this functionality.

Since this is a relatively new feature, it's possible that full deployment is still in progress across all accounts and regions.  
**Sources**  
[Customizing responses in Amazon Q Business - Amazon Q Business](https://docs.aws.amazon.com/amazonq/latest/qbusiness-ug/response-customization.html)  
[Managing response configurations - Amazon Q Business](https://docs.aws.amazon.com/amazonq/latest/qbusiness-ug/response-customization-configurations.html)  
[Amazon Q Business launches the ability to customize responses - AWS](https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-q-business-ability-customize-responses/)

Riku_Kobayashi · Answer

Hello.

Judging from the error message, it seems that custom response settings are not enabled for your AWS account, so please contact AWS Support using the URL below.  
By the way, I confirmed that it appears as a setting item in my AWS account.(us-east-1)  
Perhaps it's not yet available in ap-southeast-2.  
Just to be safe, I recommend that you open a case with AWS Support under "Account and billing" at the following URL.  
"Account and billing" inquiries are free of charge.  
https://console.aws.amazon.com/support

Response Configuration not accessible in Amazon Q Business (and it's not an IAM issue)

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