Before you set up Contact Center, you must configure specific components within your AWS account.
Do the following to configure Amazon Connect:
- Create the Amazon Connect instance. The CloudFormation template requires the instance ARN (Amazon Resource Name) to be populated. See the Amazon Connect documentation to create an Amazon Connect instance.
- Enable customer profiles for the Amazon Connect instance. See the Amazon Connect documentation to enable customer profiles.
- Enable data streaming for the Amazon Connect instance and configure a valid Kinesis Data Stream for the Contact Trace Records events. See the Amazon Connect documentation to enable data streaming. Note that a Kinesis Data Stream is required, not a Kinesis Firehose.
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Add the Zendesk Contact Center URL as approved origins for your Amazon Connect
instance. To do so, go to AWS Console > Amazon Connect > Instance alias > Approved
origins, then enter the following two entries. Be sure to substitute the region and
workspace tags with the correct values. Within the Zendesk infrastructure:
- https://${Zendesk instance name}
- https://1162892.apps.zdusercontent.com
- https://1162894.apps.zdusercontent.com
Replace Zendesk instance name with your Zendesk subdomain. Example: https://demoinstance.zendesk.com.
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Enable attachments, if you are using web chat as a channel. See the Amazon
Connect documentation to enable attachments.
If you enable attachments, you must configure a CORS policy for the S3 bucket where the attachments are stored. To do so, navigate to S3, then select the bucket. Click the Permissions tab, then paste the following configuration in the Cross-origin resource sharing (CORS) section. Be sure to substitute the region and workspace tags with the correct values.
[ { "AllowedHeaders": [ "*" ], "AllowedMethods": [ "PUT", "GET" ], "AllowedOrigins": [ "https://${LMWorkspace}.my.connect.aws", "https://engage.${LMRegion}.localmeasure.com", "https://${LMWorkspace}.${LMRegion}.localmeasure.com" ], "ExposeHeaders": [] } ]Additionally, if you plan to use Amazon Connect cases, you must enable cases for the Amazon Connect instance. See the Amazon Connect documentation to enable cases.