Before you can add call transcripts to your tickets, you need to configure the Zendesk Voice post-call lambda” in your Amazon console. A lambda is a small piece of code that runs when triggered by an event. This article helps you enable two triggers that allow your call transcripts to be captured within the Zendesk ticket associated with the call.
This article contains the following topics:
Configuring Amazon Connect
Before you start capturing call transcripts, you must configure your Amazon Connect contact flow.
To configure Amazon Connect
- In your Amazon Connect contact flow, ensure the “Set recording and analytics
behavior” block is included in the flow.
- In the Set recording and analytics behavior block, set Contact Lens speech
analytics to Real-time and post-call analytics.
- Under Redaction, select the Redact sensitive data setting and 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.
Configuring your triggers
Once you've configured Amazon Connect, you can configure the triggers for your post-call lambda.
To configure your triggers
- In the Amazon console, navigate to Lambdas.
- In the Functions section, search for "post". This will return a function with a name containing "VoicePostCa".
- Open this function, and on the Function overview page, select
Configuration > Triggers from the navigation
menus.
- For Kinesis, select its checkbox, then click Edit.
- On the Edit trigger page click Activate trigger.
- Click Save.
- For EventBridge, select the link in the name (blue highlighted
hyperlink).
- In the EventBridge rule details page, click Enable.
After these steps complete, your call transcripts will be shown in contact center.