Adding Contact Center call transcripts to tickets

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<p id="docs-hc-snippet" style="display: none;">Before you can add Contact Center call transcripts to your tickets, you need to configure the post-call lambda in your Amazon console. Alambdais a small piece of code that runs when triggered by an event. You need to enable two triggers in the Amazon console that allow your call transcripts to be captured within the Zendesk ticket associated with the call.</p>
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<p id="docs-ai-summary-content">To add call transcripts to tickets, configure your Amazon Connect contact flow and set up post-call triggers in the Amazon console. Enable speech analytics and redact sensitive data in Amazon Connect. Then, activate the necessary triggers in the Amazon console for your post-call lambda. This setup ensures call transcripts are captured and associated with the relevant tickets.</p>
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<p class="p">Before you can add Contact Center call transcripts to your tickets, you need
to configure the post-call lambda in your Amazon console. A <em class="ph i">lambda</em> is a small
piece of code that runs when triggered by an event. You need to enable two triggers in
the Amazon console that allow your call transcripts to be captured within the Zendesk
ticket associated with the call.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="LM_contact_lens_writeback__ul_j1z_h4v_zfc">
<li class="li"><a class="xref" href="#topic_hll_g4v_zfc">Configuring Amazon Connect</a></li>
<li class="li"><a class="xref" href="#topic_t4n_ncw_zfc">Configuring your triggers</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hll_g4v_zfc">
<h2 class="title topictitle2" id="ariaid-title2">Configuring Amazon Connect</h2>
<div class="body">
<p class="p">Before you start capturing call transcripts, you must configure your Amazon Connect
contact flow.</p>
<p class="p"><strong class="ph b">To configure Amazon Connect</strong></p>
<ol class="ol" id="topic_hll_g4v_zfc__ol_yjp_xrw_zfc">
<li class="li">In your Amazon Connect contact flow, include the <strong class="ph b">Set recording and analytics
behavior</strong> block in the flow.<p class="p">‍<img class="image" id="topic_hll_g4v_zfc__image_ssq_r4v_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_36.png" width="350"></p>
</li>
<li class="li">In the Set recording and analytics behavior block, in Contact Lens speech
analytics, enable speech analytics, then select <strong class="ph b">Real-time and post-call
analytics</strong>.<p class="p"><img class="image" id="topic_hll_g4v_zfc__image_jjw_t4v_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_37.png" width="350"></p>
</li>
<li class="li">Under Redaction, select <strong class="ph b">Redact sensitive data</strong>, then customize the
redaction settings to fit your requirements.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The data redaction is strict and might redact non-sensitive data. Only
select critical sensitive data to be redacted.</div>
</div>
<p class="p"><img class="image" id="topic_hll_g4v_zfc__image_yzf_15w_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_38.png" width="350"></p>
</li>
</ol>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_t4n_ncw_zfc">
<h3 class="title topictitle3" id="ariaid-title3">Configuring your triggers</h3>
<div class="body">
<p class="p">Once you've configured Amazon Connect, you can configure the triggers for your
post-call lambda in the Amazon console.</p>
<p class="p"><strong class="ph b">To configure your triggers</strong></p>
<ol class="ol" id="topic_t4n_ncw_zfc__ol_qpk_5cw_zfc">
<li class="li">In the Amazon console, navigate to Lambdas.</li>
<li class="li"> In the <strong class="ph b">Functions</strong> section, search for "post."<p class="p">This returns a
function with a name containing "VoicePostCa."</p>
</li>
<li class="li">Open this function, then on the Function overview page, select
<strong class="ph b">Configuration</strong> &gt; <strong class="ph b">Triggers</strong>.<p class="p"><img class="image" id="topic_t4n_ncw_zfc__image_tlv_w4v_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_39.png" width="550"></p>
</li>
<li class="li">Click <strong class="ph b">Kinesis</strong>, then click <strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_t4n_ncw_zfc__image_jc2_y4v_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_40.png" width="550"></p>
</li>
<li class="li">On the Edit trigger page, click <strong class="ph b">Activate trigger</strong>.<p class="p"><img class="image" id="topic_t4n_ncw_zfc__image_q2h_z4v_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_41.png" width="550"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Beside <strong class="ph b">EventBridge</strong>, click the link in the name.<p class="p"><img class="image" id="topic_t4n_ncw_zfc__image_yn2_1pv_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_42.png" width="550"></p>
</li>
<li class="li">In the <strong class="ph b">EventBridge</strong> rule details page, click <strong class="ph b">Enable</strong>.<p class="p"><img class="image" id="topic_t4n_ncw_zfc__image_oxn_bpv_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_43.png" width="550"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If a dual stack upgrade is performed, then these triggers must be
disabled on the old lambda before you enable them on the new
lambda.</div>
</div>
</li>
</ol>
<p class="p">Now, your call transcripts will be shown in Contact Center.</p>
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