Getting started with Contact Center

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener">What's my plan?</a></div>
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<td><strong>Add-on</strong></td>
<td>Zendesk for Contact Center</td>
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<p id="docs-ai-summary-content">Set up your account to use the Contact Center by configuring Amazon Connect, adjusting general settings, and setting up API configurations. Install the app and configure its settings, including entering your subdomain and API key. Finally, enable Contact Lens Writeback to complete the setup. These steps ensure a smooth integration and enhance your customer support capabilities.</p>
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<p class="p">In this article, you'll learn about the things you'll need to set up before you can use Zendesk for Contact Center.</p>
<p class="p">This article contains the following topics:</p>
<ul id="rjs1__ul_b5n_2rt_rgc" class="ul">
<li class="li"><a class="xref" href="#topic_dsh_3rt_rgc">Setting up your Zendesk account</a></li>
<li class="li"><a class="xref" href="#topic_ibh_hsb_sgc">Configuring Amazon Connect</a></li>
<li class="li"><a class="xref" href="#topic_kkv_ksb_sgc">Configuring Contact Center general settings</a></li>
<li class="li"><a class="xref" href="#topic_zmp_psb_sgc">Setting up the Contact Center API configuration</a></li>
<li class="li"><a class="xref" href="#topic_p14_t5b_sgc">Installing the Contact Center app</a></li>
<li class="li"><a class="xref" href="#topic_i55_vsb_sgc">Configuring Contact Center app settings</a></li>
<li class="li"><a class="xref" href="#topic_qp4_v5b_sgc">Enabling Contact Lens Writeback</a></li>
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<div id="topic_dsh_3rt_rgc" class="topic nested1" aria-labelledby="ariaid-title2">
<h2 id="ariaid-title2" class="title topictitle2">Setting up your Zendesk account</h2>
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<p class="p" dir="ltr">Setting up your Zendesk environment to align with your business needs is an important initial step. For detailed guidance on configuring your Zendesk account, see <a class="xref" href="https://support.zendesk.com/hc/en-us/categories/6191839589274" target="_blank" rel="noopener">Zendesk's getting started documentation</a>.</p>
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<h2 id="ariaid-title3" class="title topictitle2">Configuring Amazon Connect</h2>
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<p class="p">Before you start configuring Contact Center, you'll need to get Amazon Connect set up.</p>
<p class="p"><strong class="ph b">To configure Amazon Connect</strong></p>
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<li class="li" dir="ltr">From your Amazon Console, navigate to your Connect instance and then, the Approved origins page.</li>
<li class="li" dir="ltr">In the Domains section of the Approved domains page, click <strong class="ph b">Add domain</strong> and add the URL of your Zendesk subdomain.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.
<p class="p" dir="ltr"><img id="topic_ibh_hsb_sgc__image_qwc_nn2_tgc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccsettings_1.png" width="550"></p>
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<h2 id="ariaid-title4" class="title topictitle2">Configuring Contact Center general settings</h2>
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<p class="p"><strong class="ph b">To configure general settings</strong></p>
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<li class="li" dir="ltr">In Contact Center, open settings.</li>
<li class="li" dir="ltr">Add the URL of your Zendesk instance as an approved origin for Contact Center.</li>
<li class="li" dir="ltr">Save your changes.
<p class="p"><img id="topic_kkv_ksb_sgc__image_v54_4n2_tgc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccsettings_2.png" width="550"></p>
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<h2 id="ariaid-title5" class="title topictitle2">Setting up the Contact Center API configuration</h2>
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<div class="p" dir="ltr">Once you have a Contact Center and Zendesk environment ready, the connection between the two needs to be set up. For this, an API key must be generated by a Zendesk admin, and this API key along with the Zendesk address must be entered into the Zendesk Settings page in Contact Center.
<ol id="topic_zmp_psb_sgc__ol_xsw_xwg_pgc" class="ol">
<li class="li" dir="ltr">In Zendesk Admin Center, go to <strong class="ph b">Apps and integrations</strong> &gt; <strong class="ph b">APIs</strong> &gt; <strong class="ph b">Zendesk API</strong>.</li>
<li class="li" dir="ltr">On the Zendesk API Settings page, click <strong class="ph b">Add API Token</strong>.</li>
<li class="li" dir="ltr">Give the token a description like "Zendesk for Contact Center".</li>
<li class="li" dir="ltr">Copy the API key and keep it secure. It cannot be retrieved after saving the new key. If you lose the key, you will need to create a new one and link it again.</li>
<li class="li" dir="ltr">Save the new key.
<p class="p" dir="ltr"><img id="topic_zmp_psb_sgc__image_bxm_pn2_tgc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccsettings_3.png" width="550"></p>
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<div id="topic_p14_t5b_sgc" class="topic nested1" aria-labelledby="ariaid-title6">
<h2 id="ariaid-title6" class="title topictitle2">Installing the Contact Center app</h2>
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<p class="p" dir="ltr">Once all the steps on this page are completed, you're ready to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459088830874" target="_blank" rel="noopener">install the Zendesk for Contact Center app</a>.</p>
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<div id="topic_i55_vsb_sgc" class="topic nested1" aria-labelledby="ariaid-title7">
<h2 id="ariaid-title7" class="title topictitle2">Configuring Contact Center app settings</h2>
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<p class="p" dir="ltr"><img id="topic_i55_vsb_sgc__image_iwh_qn2_tgc" class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ccsettings_4.png" width="550"></p>
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<li class="li" dir="ltr">In the Contact Center app, open the Zendesk settings page.</li>
<li class="li" dir="ltr">In the Standard settings section, under Connection details, enter the Zendesk subdomain, for example, exampleworkspace.zendesk.com).</li>
<li class="li" dir="ltr">Paste the API key generated by Zendesk into the API key field.</li>
<li class="li" dir="ltr">In the Zendesk user ID field add the Zendesk user ID for a user with API access.</li>
<li class="li" dir="ltr">Save your changes</li>
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<span class="notetitle">Note:</span> Once you save the connection details in, the API key field will display as blank. This is a security measure. The API key you entered will be saved.</div>
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<h2 id="ariaid-title8" class="title topictitle2">Enabling Contact Lens Writeback</h2>
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<p class="p" dir="ltr">To complete your setup, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696142065306" target="_blank" rel="noopener">Configuring Contact Lens Writeback for Contact Center</a>.</p>
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