This article contains the following topics:

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Add-on Contact Center

Summary: ◀▼

To use call recording and transcription, you need to set up Amazon Connect and AWS Lambda triggers so recordings and transcripts can be sent into Contact Center. The setup includes enabling speech analytics, choosing real-time and post-call analytics, and configuring redaction for sensitive data. Once the required triggers are active, you can view call recordings and transcripts in Contact Center.

Before you can configure how Contact Center handles call transcripts, you need to set up your Amazon services to send call recordings and transcripts to Zendesk.
Note: There are additional usage costs involved in transcribing phone calls. If you manage your own Amazon Connect instance, see Amazon Connect Customer pricing. Otherwise, see Understanding Contact Center billing.

This article contains the following topics:

  • Setting up Amazon Connect
  • Turning on the AWS triggers
Related articles:
  • Configuring call recording and transcription

Setting up Amazon Connect

Before you start capturing call transcripts, you must configure your Amazon Connect contact flow.

To configure Amazon Connect

  1. In your Amazon Connect contact flow, include the Set recording and analytics behavior block in the flow.

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  2. In the Set recording and analytics behavior block, in Contact Lens speech analytics, enable speech analytics, then select Real-time and post-call analytics.

  3. Under Redaction, select Redact sensitive data, then customize the redaction settings to fit your requirements.
    Note: The data redaction is strict and might redact non-sensitive data. Only select critical sensitive data to be redacted.

Turning on the AWS triggers

Once you’ve configured Amazon Connect, you can configure the triggers for your Lambda functions in the AWS console.

To configure your triggers

  1. In your AWS console, access the Lambda page.
  2. In the Functions section, search for and select each Lambda function.

    The following are the required functions:

    • ZendeskVoicePostCall

    • ContactLensEventsLambda

    • CTRIngestLambda

    • RecordingIngestLambda

    • TranscriptIngestLambda

  3. Open each function, then on the Function overview page, select Configuration > Triggers.

  4. If the trigger is Kinesis, select it and then click Edit.

  5. On the Edit trigger page, click Activate trigger.

  6. Click Save.
  7. If the trigger is EventBridge, select it and then click the link next to the EventBridge trigger.

  8. On the EventBridge rule details page, click Enable.

  9. Repeat the steps for each function in the list above.

    Note: If a dual stack upgrade is performed, then these triggers must be disabled on the old lambda before you enable them on the new lambda.

Now, your call recordings and transcripts will be shown in Contact Center.

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