Using Cognito UserPools for agent sign in

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<p id="docs-hc-snippet" style="display: none;">If you are not using SSO, you can use the Cognito UserPool itself as the identity provider. The Cognito UserPool is the one that was created using the Contact Center CloudFormation template.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p id="docs-ai-summary-content">To set up user access for Contact Center, configure Amazon Cognito for agent authentication using SSO with SAML providers. This keeps agent data secure in your AWS account. If not using SSO, manually add users in Cognito User Pools. For admins, add them to the LMAdmin group after their first login. Resources are available for setting up SSO with AWS, Azure AD, Okta, and Google Workspaces.</p>
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<p class="p">If you are not using SSO, you can use the Cognito UserPool itself as the identity provider.
The Cognito UserPool is the one that was created using the Contact Center CloudFormation
template.</p>
<p class="p">If you want to use SSO, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459034190746" target="_blank">Setting up single sign-on for Amazon Connect</a>.</p>
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<strong class="ph b">To configure Cognito for agent sign in</strong><ol class="ol" id="topic_d3w_kfm_yfc__ol_d4c_rfm_yfc">
<li class="li">Log in to the AWS account where the Contact Center CloudFormation stack was created. </li>
<li class="li">In the Cognito service (ensure that you are in the correct region), open the UserPool
that was created when the Contact Center CloudFormation stack was created. </li>
<li class="li">On the <strong class="ph b">Users</strong> tab, click <strong class="ph b">Create User</strong>.<p class="p"><img class="image" id="topic_d3w_kfm_yfc__image_nzl_kxx_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_22.png" width="600"></p>
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<li class="li">Enter a user name and email address.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> It's a good idea use the agent's email address as their user name, so
that it matches the user name in Amazon Connect.</div>
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</li>
<li class="li">Click <strong class="ph b">Mark the email address as verified</strong>, then enter a temporary password.<p class="p"> The
user will be required to change the password when they log into Contact Center. You
don't need to enter a phone number.</p>
<p class="p"><img class="image" id="topic_d3w_kfm_yfc__image_wvy_vgm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_23.png" width="600"></p>
</li>
<li class="li">Create additional users, as needed, for all agents who need access to Contact
Center.</li>
<li class="li">Click the <strong class="ph b">App Integration</strong> tab, then click <strong class="ph b">app-client</strong> at the
bottom.<p class="p"><img class="image" id="topic_d3w_kfm_yfc__image_opb_bhm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_25.png" width="600"></p>
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<li class="li">In the <strong class="ph b">Hosted UI</strong> section, click <strong class="ph b">Edit</strong>.</li>
<li class="li">In the <strong class="ph b">Identity providers</strong> section, select <strong class="ph b">Cognito user pool</strong> from the
dropdown list. <p class="p">This tells Cognito to use the user pool, with the manually created
users, as the identity provider.</p>
<p class="p"><img class="image" id="topic_d3w_kfm_yfc__image_qnd_hhm_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zen_contact_cent_27.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
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<p class="p">The Cognito configuration is complete.</p>
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