Setting up an OAuth client in the Contact Center app

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<p id="docs-hc-snippet" style="display: none;">An OAuth client is required so that Amazon Connect can send call recordings, transcripts, and contact data to Zendesk. After you create the client, Zendesk keeps the connection refreshed automatically.</p>
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<p class="p" dir="ltr">An OAuth client is required so that Amazon Connect can send call recordings,
transcripts, and contact data to Zendesk. After you create the client, Zendesk keeps the
connection refreshed automatically.</p>
<p class="p" dir="ltr">OAuth replaces a long-lived API token with short-lived access tokens that
Zendesk refreshes for you. If a credential is exposed, it expires on its own, and you
can rotate the client secret without setting up the integration again.</p>
<p class="p">Only administrators can create or change the OAuth client. Agents cannot open these
settings.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="cc_oauth_app__ul_ycw_42r_lkc">
<li class="li"><a class="xref" href="#topic_ign_clq_lkc">Understanding the OAuth client</a></li>
<li class="li"><a class="xref" href="#topic_cdh_glq_lkc">Before you start</a></li>
<li class="li"><a class="xref" href="#topic_mjx_r2q_lkc">Creating an OAuth client</a></li>
<li class="li"><a class="xref" href="#topic_tdf_p2r_lkc">Connecting the client in the Contact Center app</a></li>
<li class="li"><a class="xref" href="#topic_s3h_vlq_lkc">Regenerating the client secret</a></li>
<li class="li"><a class="xref" href="#topic_cng_p2r_lkc">Deleting the OAuth client</a></li>
<li class="li"><a class="xref" href="#topic_xjt_kmq_lkc">Troubleshooting</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ign_clq_lkc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the OAuth client</h2>
<div class="body">
<p class="p" dir="ltr">The OAuth client is the connection between your Amazon Connect instance and
your Zendesk account.</p>
<p class="p" dir="ltr">You create and manage the client from Contact Center. Don't create a second
client in Admin Center for the same connection as that can break the link between
Amazon Connect and Zendesk.</p>
<p class="p" dir="ltr">You create the client in Admin Center, then paste the values into the
Contact Center app. The app does not show a connection status. After you click
<strong class="ph b">Connect Account</strong>, Zendesk issues an access token in the background
(usually within a few minutes). Until that token exists, Contact Center keeps using
your existing API token if one is configured.</p>
<p class="p" dir="ltr">Create a <strong class="ph b">Confidential</strong> client. A public client will not work.</p>
<p class="p" dir="ltr">The full client secret is shown only once when you create or regenerate it
in Admin Center. Copy it before you leave that page.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cdh_glq_lkc">
<h2 class="title topictitle2" id="ariaid-title3">Before you start</h2>
<div class="body">
<p class="p" dir="ltr">Before you set up and use OAuth clients for Contact Center, ensure the
following prerequisites are in place:</p>
<ul class="ul" id="topic_cdh_glq_lkc__ul_nwx_cnq_lkc">
<li class="li" dir="ltr">Install a stack version of 1.2.7 or higher</li>
<li class="li">Enable the trigger on the OAuth Token Refresh Lambda</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mjx_r2q_lkc">
<h2 class="title topictitle2" id="ariaid-title4">Creating an OAuth client</h2>
<div class="body">
<p class="p" dir="ltr">OAuth takes precedence over any pre-existing API Tokens configured for
Contact Center.</p>
<p class="p"><strong class="ph b">To create an OAuth client in Contact Center settings</strong></p>
<ol class="ol" id="topic_mjx_r2q_lkc__ol_wq3_r2q_lkc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mjx_r2q_lkc__topic_vrx_4x4_ldb_d7e2195" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">APIs</strong> &gt; <strong class="ph b">OAuth
clients</strong>.<p class="p"><img class="image" id="topic_mjx_r2q_lkc__image_m1n_lfr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-5.png" width="750"></p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add OAuth client</strong>.</li>
<li class="li">On the Add OAuth client page, enter a name, description, and company name for
the OAuth client.<p class="p"><img class="image" id="topic_mjx_r2q_lkc__image_apq_tfr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-6.png" width="550"></p>
</li>
<li class="li">Check the Identifier field has been automatically populated with a unique name
derived from the OAuth client name you specified. You can edit the name if
needed. The identifier is formatted for use in code that references the
client.<p class="p"><img class="image" id="topic_mjx_r2q_lkc__image_wfd_jgr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-7.png" width="550"></p>
</li>
<li class="li">Under Client kind, select <strong class="ph b">Confidential</strong>.<p class="p"><img class="image" id="topic_mjx_r2q_lkc__image_rrs_4gr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-8.png" width="550"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
<li class="li">Take note of the unique identifier and secret. Store these in a safe place as
the secret is displayed only once.<p class="p"><img class="image" id="topic_mjx_r2q_lkc__image_r43_phr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-9.png" width="550"></p>
</li>
<li class="li">Take note of the <strong class="ph b">Client ID</strong>. To obtain the client ID, click the options
menu (<img class="image" id="topic_mjx_r2q_lkc__image_hbv_fpr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), edit the OAuth client, then copy
the ID from the URL. For example, if the URL reads:<p class="p" dir="ltr">https://customer.zendesk.com/admin/apps-integrations/apis/oauth-clients/18353248000657</p>
<p class="p">Then
the client ID is 18353248000657.</p>
</li>
</ol>
<p class="p" dir="ltr">Contact Center creates the client and saves the connection. The status
starts as <strong class="ph b">Inactive</strong> until Zendesk issues the first access token (usually
within a few minutes), then changes to <strong class="ph b">Connected</strong>. Until that token exists,
Contact Center keeps using your existing API token if one is configured.</p>
<div class="p">
<div class="note" id="topic_mjx_r2q_lkc__note_qqh_y2r_lkc">
<span class="notetitle">Note:</span> The status may show <strong class="ph b">Inactive</strong> for a few minutes
while Zendesk issues a new access token. Do not create a new client in Admin
Center while this is happening.</div>
</div>
<p class="p" dir="ltr">You can open the client later from <strong class="ph b">Admin Center settings</strong> on the same
page, but do not delete or regenerate it there. Use Contact Center settings
instead.</p>
<div class="p">
<div class="note" id="topic_mjx_r2q_lkc__note_rqh_y2r_lkc">
<span class="notetitle">Note:</span> The created access token should not be used for any
other purpose than to authenticate Contact Center requests. Deployed customer
lambdas should use their own OAuth solution.</div>
</div>
<p class="p" dir="ltr">After you save a working client, Zendesk refreshes the connection in the
background.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_tdf_p2r_lkc">
<h2 class="title topictitle2" id="ariaid-title5">Connecting the client in the Contact Center app</h2>
<div class="body">
<p class="p">Next, you'll connect the OAuth client you created to the Contact Center app.</p>
<p class="p"><strong class="ph b">To connect the client</strong></p>
<ol class="ol" id="topic_tdf_p2r_lkc__ol_dsw_w2q_lkc">
<li class="li" dir="ltr">Open the Zendesk for Contact Center app and go to
<strong class="ph b">Settings</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Standard Settings</strong> &gt; <strong class="ph b">Your Zendesk Account</strong>, click
<strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_tdf_p2r_lkc__image_h5n_q3r_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-10.png" width="800"></p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Edit</strong>.</li>
<li class="li">On the <strong class="ph b">OAuth Client</strong> page, Enter the <strong class="ph b">Client identifier</strong>, <strong class="ph b">Client
id</strong>, and <strong class="ph b">Client secret</strong> that you collected during the OAuth Client
setup.<p class="p"><img class="image" id="topic_tdf_p2r_lkc__image_dvq_z3r_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-11.png" width="800"></p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Connect Account</strong>.</li>
</ol>
<div class="p">
<div class="note" id="topic_tdf_p2r_lkc__note_f4b_2jr_lkc">
<span class="notetitle">Note:</span> If you do not see <strong class="ph b">OAuth client</strong> under
<strong class="ph b">Connection</strong>, your Contact Center stack might need an update. The
minimum stack version is v1.2.7. Contact Zendesk Customer Support.</div>
</div>
<p class="p" dir="ltr">Your details are stored and Zendesk issues an access token in the
background. Within a few minutes, connectivity should be established and in <strong class="ph b">Admin
Center &gt; OAuth clients</strong>, you'll see the Tokens number is greater than
zero.</p>
<p class="p" dir="ltr"><img class="image" id="topic_tdf_p2r_lkc__image_wdk_kjr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-12.png" width="800"></p>
<p class="p" dir="ltr">If you don't see the token count change, see <a class="xref" href="#topic_xjt_kmq_lkc">Troubleshooting</a>.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Do not create a second client in Admin Center for the same connection. Update the existing
client, or delete it and create one replacement.</div>
</div>
<p class="p" dir="ltr">After you save a working client, Zendesk refreshes the connection in the
background. You do not need to sign in again or paste a new secret on a
schedule.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_s3h_vlq_lkc">
<h2 class="title topictitle2" id="ariaid-title6">Regenerating the client secret</h2>
<div class="body">
<p class="p" dir="ltr">Regenerate the secret if you think it was exposed, or if call data stops
updating after someone changed the client in Admin Center.</p>
<p class="p"><strong class="ph b">To regenerate the client secret</strong></p>
<ol class="ol" id="topic_s3h_vlq_lkc__ol_dr3_r2q_lkc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_s3h_vlq_lkc__image_syt_lkr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">APIs</strong> &gt; <strong class="ph b">OAuth
clients</strong>.</li>
<li class="li" dir="ltr">Click the options menu (<img class="image" id="topic_s3h_vlq_lkc__topic_ryg_qmx_dvb_image_al3_xsg_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) next to your
OAuth client, then click <strong class="ph b">Edit</strong>.<p class="p" dir="ltr"><img class="image" id="topic_s3h_vlq_lkc__image_pkp_hkr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-13.png" width="800"></p>
</li>
<li class="li" dir="ltr">Next to <strong class="ph b">Client secret</strong>, click <strong class="ph b">Regenerate</strong>.<p class="p" dir="ltr"><img class="image" id="topic_s3h_vlq_lkc__image_e4p_5pq_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-4.png" width="600"></p>
<p class="p">Store the client secret
safely as it will not be displayed again.</p>
</li>
<li class="li">In the Zendesk for Contact Center app, navigate to <strong class="ph b">Admin Settings</strong> &gt;
<strong class="ph b">Zendesk</strong>
<strong class="ph b">Standard Settings</strong> &gt; <strong class="ph b">Your Zendesk Account</strong>, and click
<strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_s3h_vlq_lkc__image_fyq_hlr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-14.png" width="800"></p>
</li>
<li class="li">Paste your new secret into the <strong class="ph b">Client secret</strong> field. Leave <strong class="ph b">Client
identifier</strong> and <strong class="ph b">Client id</strong> unchanged unless you created a new
client.<p class="p"><img class="image" id="topic_s3h_vlq_lkc__image_blb_nlr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-15.png" width="700"></p>
</li>
</ol>
<p class="p">Until Zendesk issues a new access token (usually after a few minutes), Contact Center
keeps using your existing API token if one is configured.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_cng_p2r_lkc">
<h2 class="title topictitle2" id="ariaid-title7">Deleting the OAuth client</h2>
<div class="body">
<div class="p">Deleting the client removes the OAuth connection. The connection will continue to
work as long as a valid OAuth token still exists.<strong class="ph b">To delete the OAuth
client</strong><ol class="ol" id="topic_cng_p2r_lkc__ol_wnz_slr_lkc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_cng_p2r_lkc__image_ayn_wlr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">APIs</strong> &gt;
<strong class="ph b">OAuth clients</strong>.</li>
<li class="li" dir="ltr">In the action menu, delete the Contact Center OAuth client.<p class="p" dir="ltr"><img class="image" id="topic_cng_p2r_lkc__image_dd3_xmr_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc-oauth-16.png" width="800"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_xjt_kmq_lkc">
<h2 class="title topictitle2" id="ariaid-title8">Troubleshooting</h2>
<div class="body">
<p class="p">Use the following information to help you troubleshoot any problems.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xjt_kmq_lkc__table_wsw_w2q_lkc" rules="all" summary="">
<colgroup>
<col style="width:333">
<col style="width:333">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" dir="ltr" id="d89e512" style="vertical-align:top;"><strong class="ph b">What you see</strong></th>
<th class="entry cellrowborder" dir="ltr" id="d89e516" style="vertical-align:top;"><strong class="ph b">What to do</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">No <strong class="ph b">OAuth Client</strong> form in the Zendesk for Contact
Center app</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">Your stack may be on an older version. Contact Zendesk
Customer Support.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">I can’t see the API key settings</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">Once you update the stack, the API key settings will no
longer be visible and OAuth is the only authentication mechanism
available.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">"We couldn't save your OAuth client"</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">Recopy the identifier, id, and secret from Admin
Center. Watch for extra spaces. Confirm the client still exists and
is <strong class="ph b">Confidential</strong>. Then click <strong class="ph b">Retry Connection</strong>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">You created the client but call data does not use OAuth
yet</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">The app does not show a status. Wait a few minutes for
Zendesk to issue an access token and you should see the
<strong class="ph b">Tokens</strong> number increment in <strong class="ph b">Admin Center &gt; OAuth
clients</strong>. Call recordings and tickets can still update using
your existing API token until then.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">Call recordings, transcripts, or tickets stop
updating</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">If you recently regenerated the secret in Admin Center,
paste the new secret and click <strong class="ph b">Connect Account</strong>. It takes up
to 5 minutes for the connection to establish.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">Your secret no longer works after you leave Admin
Center</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">The full secret is shown only once. Generate a new
secret, copy it, and paste it into the Zendesk for Contact Center
app.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">You created a public client</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">Delete it in Admin Center. Create a <strong class="ph b">Confidential</strong>
client and paste the new values.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" headers="d89e512" style="vertical-align:top;">You cannot see the settings</td>
<td class="entry cellrowborder" dir="ltr" headers="d89e516" style="vertical-align:top;">You must be an administrator.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
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