Implementing Zendesk Contact Center (app)

<body>
<p id="docs-hc-snippet" style="display: none;">This article helps you implement Zendesk Contact Center in your Amazon account. Some of the processes mentioned below might need to be carried out by the Zendesk Professional Services team.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_contact-center">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Contact Center</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can implement Contact Center using Amazon Connect in your AWS account by setting up Connect, linking it with Contact Center, configuring user access and allowed domains, and enabling call recording writeback. Installing the Contact Center app provides the interface for managing calls and chats. After setup, test the installation to ensure functionality and explore resources for workflows, integration settings, and call management.</p>
</div>

<div class="body">

<div class="note attention">
<span class="attentiontitle"></span> If you're using the native Zendesk Contact Center, this article
doesn't apply. It applies only to accounts using the Zendesk Application Framework app for Contact
Center from the Zendesk marketplace.</div>
<p class="p">This article helps you implement Zendesk Contact Center in your Amazon account. Some of
the processes mentioned below might need to be carried out by the Zendesk Professional
Services team.</p>
<p class="p">If you have Contact Center bundled with Amazon Connect managed by Zendesk, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10512753593370" target="_blank">Getting Started with Contact Center</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_gml_jxc_njc__ul_c4t_jxc_njc">
<li class="li"><a class="xref" href="#components">Understanding Contact Center components</a></li>
<li class="li"><a class="xref" href="#setup-connect">Setting up Amazon Connect</a></li>
<li class="li"><a class="xref" href="#link-connect-zendesk">Linking Connect and Contact Center</a></li>
<li class="li"><a class="xref" href="#setup-users">Setting up users and access</a></li>
<li class="li"><a class="xref" href="#config-domains">Configuring allowed domains in Connect</a></li>
<li class="li"><a class="xref" href="#config-recordings">Configuring Contact Center to send call recordings to Zendesk</a></li>
<li class="li"><a class="xref" href="#install-app">Installing and configuring the Zendesk Contact Center app</a></li>
<li class="li"><a class="xref" href="#test-install">Testing your Contact Center installation</a></li>
<li class="li"><a class="xref" href="#next-steps">Next steps</a></li>
</ul>
<p class="p">A PDF version of this guide is attached at the end of the article.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="components">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Contact Center components</h2>
<div class="body">
<p class="p">Before you start, it’s important to know the key building blocks of Contact Center
and how they interact. Contact Center runs on Amazon Connect, a cloud contact center
that manages calls, chats, queues, and contact flows. There are several terms you'll
need to be familiar with before you get started.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9829206009242" target="_blank">Understanding Contact Center
components</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="setup-connect">
<h2 class="title topictitle2" id="ariaid-title3">Setting up Amazon Connect</h2>
<div class="body">
<p class="p">Connect is the cloud service that powers Contact Center. It manages calls, chats,
queues, and contact flows. Each Contact Center customer must run a Connect instance
in their own AWS account, and a Contact Center account can link to only one Connect
instance.</p>
<p class="p">You can automatically set up Connect, or manually set it up yourself.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121369370" target="_blank">Setting up Amazon Connect for Contact
Center</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="link-connect-zendesk">
<h2 class="title topictitle2" id="ariaid-title4">Linking Connect and Contact Center</h2>
<div class="body">
<p class="p">To link Connect and Contact Center, use a CloudFormation stack provided by Zendesk.
The stack is a pre-defined set of AWS resources and configurations that sets up
everything you need.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9543543231258" target="_blank">Linking Connect and Contact Center with a
CloudFormation stack</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="setup-users">
<h2 class="title topictitle2" id="ariaid-title5">Setting up users and access</h2>
<div class="body">
<p class="p">Users (agents or admins) need to sign into Contact Center, and Connect must allow the
connection. Contact Center uses Amazon Cognito for agent authentication, including
single sign-on (SSO).</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459000058010" target="_blank"><u class="ph u">Setting up Contact Center users and
access</u></a><u class="ph u">.</u></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="config-domains">
<h2 class="title topictitle2" id="ariaid-title6">Configuring allowed domains in Connect</h2>
<div class="body">
<p class="p">Because Contact Center is a separate web app that links to Connect through a browser,
you must whitelist the Contact Center domain in the Connect instance settings. This
ensures that when an agent uses Contact Center, Connect recognizes it and permits
the connection.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9829256194330" target="_blank">Configuring allowed domains for Contact
Center</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="config-recordings">
<h2 class="title topictitle2" id="ariaid-title7">Configuring Contact Center to send call recordings to Zendesk</h2>
<div class="body">
<p class="p">Contact Center can send call recordings to Zendesk, where they can be accessed in a
ticket. This action is known as <em class="ph i">writeback</em>. To allow Contact Center to send
call recordings back to Zendesk after a call, turn on the Voice Post Call Lambda in
AWS.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696142065306" target="_blank">Configuring Contact Center to send call
recordings to Zendesk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="install-app">
<h2 class="title topictitle2" id="ariaid-title8">Installing and configuring the Zendesk Contact Center app</h2>
<div class="body">
<p class="p">The Contact Center app from the Zendesk Marketplace is the interface you'll use to
control your contact center. Before you can use Contact Center, you must install the
app and configure various settings.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459088830874" target="_blank">Installing and configuring the Zendesk Contact
Center app</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="test-install">
<h2 class="title topictitle2" id="ariaid-title9">Testing your Contact Center installation</h2>
<div class="body">
<p class="p">After completing the previous steps, you're ready to test Contact Center to make sure
everything is working correctly. If you have any problems, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696137463066" target="_blank">Troubleshooting Contact Center</a>.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9832930064026" target="_blank">Testing Contact Center</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="next-steps">
<h2 class="title topictitle2" id="ariaid-title10">Next steps</h2>
<div class="body">
<p class="p">Now that you've completed the installation, here are some useful resources to help
you get started using Contact Center.</p>
<ul class="ul" id="next-steps__ul_m4t_jxc_njc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459009706266" target="_blank">Accessing workflows in Contact
Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9611882665754" target="_blank">Contact Center general integration
settings</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459017998618" target="_blank">Mapping and displaying contact
attributes</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9611893524634" target="_blank">Manually associating Contact Center calls to
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459045766170" target="_blank">Accessing call recording and transcription
settings in Contact Center</a></li>
</ul>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9824150119450",
"url": "https://support.zendesk.com/hc/en-us/articles/9824150119450",
"headline": "Implementing Zendesk Contact Center (app)",
"description": "You can implement and configure a cloud-based contact center app integrated with Amazon Connect by setting up components, linking services, managing users, and testing the installation in your AWS account.",
"articleSection": "Setting up Contact Center",
"datePublished": "2025-10-13T20:41:59+00:00",
"dateModified": "2026-06-09T01:42:02.636747+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9824150119450"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Contact Center",
"@id": "https://support.zendesk.com/hc/en-us/sections/9248688983706"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>