Getting started with Contact Center

Set up your account to use the Contact Center by configuring Amazon Connect, adjusting general settings, and setting up API configurations. Install the app and configure its settings, including entering your subdomain and API key. Finally, enable Contact Lens Writeback to complete the setup. These steps ensure a smooth integration and enhance your customer support capabilities.




In this article, you'll learn about the things you'll need to set up before you can use
Zendesk for Contact Center.
This article contains the following topics:

Setting up your Zendesk account
Configuring Amazon Connect
Configuring Contact Center general settings
Setting up the Contact Center API configuration
Installing the Contact Center app
Configuring Contact Center app settings
Enabling Contact Lens Writeback



Setting up your Zendesk account

Setting up your Zendesk environment to align with your business needs is an
important initial step. For detailed guidance on configuring your Zendesk account,
see Zendesk's getting started
documentation.



Configuring Amazon Connect

Before you start configuring Contact Center, you'll need to get Amazon Connect set
up.
To configure Amazon Connect

From your Amazon Console, navigate to your Connect instance and then,
the Approved origins page.
In the Domains section of the Approved domains page, click Add
domain and add the URL of your Zendesk subdomain.
Click Save.





Configuring Contact Center general settings

To configure general settings

In Contact Center, open settings.
Add the URL of your Zendesk instance as an approved origin for Contact
Center.
Save your changes.





Setting up the Contact Center API configuration

Once you have a Contact Center and Zendesk environment ready, the
connection between the two needs to be set up. For this, an API key must be
generated by a Zendesk admin, and this API key along with the Zendesk address must
be entered into the Zendesk Settings page in Contact Center.
In Zendesk Admin Center, go to Apps and integrations >
APIs > Zendesk API.
On the Zendesk API Settings page, click Add API Token.
Give the token a description like "Zendesk for Contact
Center".
Copy the API key and keep it secure. It cannot be retrieved after
saving the new key. If you lose the key, you will need to create a new one
and link it again.
Save the new key.






Installing the Contact Center app

Once all the steps on this page are completed, you're ready to install the Zendesk for Contact Center app.



Configuring Contact Center app settings



In the Contact Center app, open the Zendesk settings page.
In the Standard settings section, under Connection details, enter the
Zendesk subdomain, for example, exampleworkspace.zendesk.com).
Paste the API key generated by Zendesk into the API key field.
In the Zendesk user ID field add the Zendesk user ID for a user with
API access.
Save your changes



Note: Once you save the connection details in, the API key field will display as blank. This is a
security measure. The API key you entered will be saved.




Enabling Contact Lens Writeback

To complete your setup, see Configuring Contact Lens Writeback for Contact
Center.