AWS prerequisites for Zendesk for Contact Center

Add-on

Zendesk for Contact Center

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To set up the Contact Center, configure your AWS account by creating an Amazon Connect instance, enabling customer profiles and data streaming, and adding approved origins. For web chat, enable attachments and set a CORS policy. If using cases, email routing, or smart tools, enable cases, configure a verified domain in Amazon SES, and select an AI provider like Amazon Bedrock or Azure Open AI.

Before you set up Zendesk for Contact Center, you must configure specific components within your AWS account.

This article contains the following topics:

Configuring Amazon Connect
Configuring cases, email, and smart tools

Configuring Amazon Connect

You must 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.
Add the Zendesk for 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.
- https://engage.${LMRegion}.localmeasure.com
- https://${LMWorkspace}.${LMRegion}.localmeasure.com
Enable attachments, if you are using web chat as a channel. See the Amazon Connect documentation to enable attachments.
If you enable attachments, you must configure a CORS policy for the S3 bucket where the attachments are stored. To do so, navigate to S3, then select the bucket. Click the Permissions tab, then paste the following configuration in the Cross-origin resource sharing (CORS) section. Be sure to substitute the region and workspace tags with the correct values.
```
[
    {
        "AllowedHeaders": [
            "*"
        ],
        "AllowedMethods": [
            "PUT",
            "GET"
        ],
        "AllowedOrigins": [
            "https://${LMWorkspace}.my.connect.aws",
            "https://engage.${LMRegion}.localmeasure.com",
            "https://${LMWorkspace}.${LMRegion}.localmeasure.com"
        ],
        "ExposeHeaders": []
    }
]
```

Configuring cases, email, and smart tools

You must do the following if you plan to use cases, email routing, or smart tools:

Enable cases for the Amazon Connect instance, if you plan to use Amazon Connect cases. See the Amazon Connect documentation to enable cases.
Configure a verified Domain in Amazon Simple Email Services (SES), if you plan to use email routing. See Corporate email routing.
Select an AI provider, either Amazon Bedrock or Azure Open AI, if you plan to use smart tools. See the Smart tools prerequisites.