Setting up Contact Center for call recording and transcription

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<p id="docs-hc-snippet" style="display: none;">This article contains the following topics:</p>
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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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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-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">To use call recording and transcription, you need to set up Amazon Connect and turn on the required AWS Lambda triggers. This lets call recordings and transcripts appear in Contact Center, with options for speech analytics and sensitive data redaction. Be aware that transcription adds usage costs, and trigger settings may need updates during a dual stack upgrade.</p>
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<div class="p">Before you can configure how Contact Center handles call transcripts, you need to set up
your Amazon services to send call recordings and transcripts to Zendesk.<div class="note note">
<span class="notetitle">Note:</span> There are
additional usage costs involved in transcribing phone calls. If you manage your own
Amazon Connect instance, see <a class="xref" href="https://aws.amazon.com/products/connect/customer/pricing/" target="_blank">Amazon Connect Customer pricing</a>. Otherwise, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10263112119066" target="_blank">Understanding Contact Center
billing</a>.</div>
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<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="#connect">Setting up Amazon Connect</a></li>
<li class="li"><a class="xref" href="#aws">Turning on the AWS triggers</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="LM_contact_lens_writeback__ul_w4g_pjv_bkc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459045766170" target="_blank">Configuring call recording and
transcription</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="connect">
<h2 class="title topictitle2" id="ariaid-title2">Setting up Amazon Connect</h2>
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<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="connect__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 img-screenshot" id="connect__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 img-screenshot" id="connect__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 img-screenshot" id="connect__image_yzf_15w_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_38.png" width="350"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="aws">
<h2 class="title topictitle2" id="ariaid-title3">Turning on the AWS triggers</h2>
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<p class="p">Once you’ve configured Amazon Connect, you can configure the triggers for your Lambda
functions in the AWS console.</p>
<p class="p"><strong class="ph b">To configure your triggers</strong></p>
<ol class="ol" id="aws__ol_qpk_5cw_zfc">
<li class="li">In your AWS console, access <a class="xref" href="https://console.aws.amazon.com/lambda" target="_blank">the Lambda page</a>.</li>
<li class="li"> In the <strong class="ph b">Functions</strong> section, search for and select each Lambda
function.<p class="p">The following are the required functions:</p>
<ul class="ul" id="aws__ul_rkt_plv_bkc">
<li class="li">
<p class="p"><strong class="ph b">ZendeskVoicePostCall</strong></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">ContactLensEventsLambda</strong></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">CTRIngestLambda</strong></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">RecordingIngestLambda</strong></p>
</li>
<li class="li">
<p class="p"><strong class="ph b">TranscriptIngestLambda</strong></p>
</li>
</ul>
</li>
<li class="li">Open each 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 img-screenshot" id="aws__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">If the trigger is <strong class="ph b">Kinesis</strong>, select it and then click
<strong class="ph b">Edit</strong>.<p class="p"><img class="image img-screenshot" id="aws__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 img-screenshot" id="aws__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">If the trigger is <strong class="ph b">EventBridge</strong>, select it and then click its
link.<p class="p"><img class="image img-screenshot" id="aws__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">On the <strong class="ph b">EventBridge</strong> rule details page, click <strong class="ph b">Enable</strong>.<p class="p"><img class="image img-screenshot" id="aws__image_oxn_bpv_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_graphics_rs_43.png" width="550"></p>
</li>
<li class="li">
<p class="p">Repeat the steps for each function in the list above.</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 recordings and transcripts will be shown in Contact Center.</p>
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