Configuring Contact Center to send call recordings to Zendesk

Learn how to configure Contact Lens writeback to capture call transcripts within associated tickets. Set up speech analysis in your Contact Flow and configure trigger Lambdas in your Amazon Console. This process ensures call transcripts are recorded and accessible, enhancing your ability to manage and review customer interactions effectively.


To allow Contact Center to send call recordings back to Zendesk after a call
(known as writeback), configure speech analysis in Contact Flow, and turn on the
voice post call Lambda in AWS.


Tip: A Lambda is a small piece of code, stored on Amazon servers,
that can be run on-demand.

This article contains the following topics:

Configuring speech analysis in Contact Flow
Turning on writeback



Configuring speech analysis in Contact Flow

The first part of setting up writeback is to configure speech analysis in your
Contact Flow.
To configure speech analysis

In your Amazon Connect Contact Flow, ensure the Set recording and analytics
behavior block is included in the flow. ‍

In the Set recording and analytics behavior block, enable Contact Lens speech
analytics and set it to Real-time and post-call analytics.

Under Redaction, select Redact sensitive data and customize the redaction
settings as needed.




Note: The data redaction is strict and could potentially redact non-sensitive data. Best practice is
to only select critical sensitive data to be redacted.




Turning on writeback

Next, configure your Lambdas, the triggers that will let you write the call
transcript to a Zendesk ticket.
To turn on writeback

In your Amazon Console, navigate to the Lambdas page.
In the Functions section, search for "post". This returns a function with a name
containing "VoicePostCa".
Click this function, and on the Function overview page, select
Configuration > Triggers from the navigation menus.
Select the ‍Contact Center Zendesk Voice Post Call Lambda function.
For Kinesis, select its checkbox, then click Edit.

On the Edit trigger page, select Activate trigger.
Click Save.

Click the blue hyperlink next to EventBridge.

On the EventBridge rule details page, click Enable.

Repeat the above steps for the following Lambda functions:
ContactLensEventsLambda
CTRIngestLambda



After these steps have been completed, your call transcripts from Contact
Center voice calls will be shown in your Zendesk tickets.
Note: If a dual stack upgrade is performed, these triggers must be
turned off on the old Lambda, and only then turned on for the new Lambda. See Understanding Contact Center components.