AWS prerequisites for Contact Center

Before you set up Contact Center, you must configure specific components within your AWS account.


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To set up the Contact Center, configure your AWS account by creating an Amazon Connect instance, enabling customer profiles and data streaming, and adding approved origins. For web chat, enable attachments and set a CORS policy. If using cases, email routing, or smart tools, enable cases, configure a verified domain in Amazon SES, and select an AI provider like Amazon Bedrock or Azure Open AI.




Before you set up Contact Center, you must configure specific components within your AWS
account.
This article contains the following topics:
Configuring Amazon Connect
Configuring cases, email, and smart
tools




Configuring Amazon Connect

You must do the following to configure Amazon Connect:



Create the Amazon Connect instance. The CloudFormation template requires the
instance ARN (Amazon Resource Name) to be populated. See the Amazon Connect
documentation to create an Amazon Connect instance.

Enable customer profiles for the Amazon Connect instance. See the Amazon
Connect documentation to enable customer profiles.

Enable data streaming for the Amazon Connect instance and configure a valid
Kinesis Data Stream for the Contact Trace Records events. See the Amazon Connect
documentation to enable data streaming. Note that a Kinesis Data
Stream is required, not a Kinesis Firehose.

Add the Zendesk Contact Center URL as approved origins for your Amazon Connect
instance. To do so, go to AWS Console &gt; Amazon Connect &gt; Instance alias &gt; Approved
origins, then enter the following two entries. Be sure to substitute the region and
workspace tags with the correct values. Within the Zendesk infrastructure:

https://${Zendesk instance name}
https://1162892.apps.zdusercontent.com
https://1162894.apps.zdusercontent.com Replace Zendesk instance name
with your Zendesk subdomain. Example: https://demoinstance.zendesk.com.





Enable attachments, if you are using web chat as a channel. See the Amazon
Connect documentation to enable attachments. If you enable
attachments, you must configure a CORS policy for the S3 bucket where the attachments
are stored. To do so, navigate to S3, then select the bucket. Click the Permissions
tab, then paste the following configuration in the Cross-origin resource sharing
(CORS) section. Be sure to substitute the region and workspace tags with the correct
values.

[
{
"AllowedHeaders": [
"*"
],
"AllowedMethods": [
"PUT",
"GET"
],
"AllowedOrigins": [
"https://${LMWorkspace}.my.connect.aws",
"https://engage.${LMRegion}.localmeasure.com",
"https://${LMWorkspace}.${LMRegion}.localmeasure.com"
],
"ExposeHeaders": []
}
]







Configuring cases, email, and smart tools

You must do the following if you plan to use cases, email routing, or smart tools:

Enable cases for the Amazon Connect instance, if you plan to use Amazon Connect
cases. See the Amazon Connect documentation to enable cases.

Configure a verified Domain in Amazon Simple Email Services (SES), if you plan
to use email routing. See Corporate email routing.

Select an AI provider, either Amazon Bedrock or Azure Open AI, if you plan to
use smart tools. See the Smart tools prerequisites.




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