Amazon Connect Integration - Zoho Desk Knowledgebase

Amazon Connect Integration With Zoho Desk

Amazon Connect integration with Zoho Desk helps you answer all your customer support calls right inside your help desk. You can view the caller information while receiving calls from your Amazon Connect number to deliver context-aware customer service.

  • See the details of the Zoho Desk contact when you receive an incoming call via Amazon Connect.
  • Add a new contact for calls received from Unknown Callers.
  • Calls made or received via Amazon Connect are automatically logged when you associate them with tickets.
  • All unanswered or missed calls are automatically created as tickets.

Permission Required
Users with the Support Administrator profile permission can access this feature.
Check Feature Availability and Limits

Notes:
  • For this integration to work, you must have an Amazon Web Services (AWS) account.
  • You must also have the Amazon Connect Instance configured in your AWS account.
  • Only an administrator of a Zoho Desk account can enable the Amazon Connect integration.
  • Once enabled, the integration is activated for all agents. Agents are required to log in to Amazon Connect with their unique credentials.

Setting up Amazon Connect Integration
To set up Amazon Connect integration, you must:
  1. Whitelist the Zoho Desk Domain
  2. Enable Amazon Connect integration
  3. Log in to your Amazon Connect account in Zoho Desk
Step 1: Whitelisting the Zoho Desk Domain
Before you enable this integration, please ensure that you have whitelisted the Zoho Desk domain to access the Amazon Connect instance.
To whitelist the domain:
  1. Sign in to your Amazon Web Services (AWS) account or sign up to create a new account.
  2. Now the Zoho Desk domain should be allowed to access the instance. Follow the steps below to achieve this.
    1. Go to the Amazon Connect console.
    2. Click the required Instance Alias from the list of available instances.
      You can also create a new one, if necessary.



    3. Click the Approved origins link from the left panel.
    4. In the Application Integration page, click Add origin.
    5. The default Origin URL is 'https://phonebridge.zoho.com/'.
      Enter the appropriate Origin URL in the       Add origin pop-up and click Add.
      Note: The domain of Origin URL differs based on your data center location. For instance, if the location is Europe, the Origin URL will be 'https://phonebridge.zoho.eu/'.
    6. Along with this, also whitelist the domain of Zoho Desk.
      Enter Origin URL as '      https://desk.zoho.com/'.
      If you have a host-mapped domain, please enter the subdomain address. (E.g.,       https://support.bayandco.com/)
    7. The added domains will now be listed under the Approved Origins section.



    8. Please note down the required Instance Alias name from your Amazon Console page.
      This data will be used to login with Amazon Connect from your Zoho Desk account.

Step 2: Enabling Amazon Connect Integration
To next step is to enable the Amazon Connect integration in Zoho Desk.

To enable Amazon Connect integration:
  1. Click the Setup icon (  ) > Channels > Phone. 
  2. Click Enable Phonebridge.
  3. In the Telephony Marketplace page, click Amazon Connect.



  4. Click Enable on the Amazon Connect page.
    You will land on the     Preferences tab of Amazon Connect.



  5. Under the Preferences tab, click Edit and do the following:
    1. Set your preference to be able to create tickets from missed calls.
      You can create tickets for       all missed calls, inbound missed calls, or outbound missed calls.
    2. Select the department in which you want to create call activities for missed calls.
      This is in addition to the tickets created from missed calls in the above setting.
  6. Click Save.

Step 3: Log in to Amazon Connect
Once you have enabled the Amazon Connect integration, you will be prompted to log in to your AWS account from Zoho Desk.

To log in to your Amazon Connect account:
  1. Enter the Instance Alias that you created for Zoho Desk in your Amazon console.



  2. Click Login to Amazon Connect.
    Please make sure that you have logged into the Amazon Connect instance before logging in from here.
    Note:     If you log in later, you can use the Phone icon at the bottom right of the page to access the Amazon Connect Login screen.
Setting your Amazon Connect Status
The Amazon Connect status controls your availability to answer calls inside Zoho Desk. There are two statuses:
  • Available: Available to make/receive calls
  • Offline: Not available to answer calls



To set your Amazon Connect status:
  1. Click the Phone icon at the bottom right of the page.
  2. Select Available or Offline as your phone status.
    Custom statuses added on Amazon Connect will also be listed here.
Your settings will be saved instantaneously.
Browser Calling for Amazon Connect
Browser calling allows you to make calls directly from Zoho Desk without using your Amazon Connect softphone. By default, your call preferences will be selected as Browser in the call preferences pop-up so that you can make calls via your browser. This also allows you to attend to the incoming calls within your help desk directly.

Note:
  • Hold and Unhold functionalities will be included in the pop-up if you choose the Browser option.
  • Browser calling will be supported only in Chrome 29 and above and Firefox 47 and above versions.
Apart from browser calling, you can also make calls through a custom phone number, depending on your requirements.

To use a custom phone number:
  1. Click the Phone icon at the bottom right of the page.
  2. Select Preferences from the menu options.



  3. Set the "Connect my calls through" option as Custom Phone.
  4. Enter your Custom Phone Number.
  5. Click Save.
Disable Amazon Connect Integration
The Amazon Connect integration can be disabled at any time. Only the administrator of a Zoho Desk account can disable the integration.
To disable Amazon Connect integration:
  1. Click the Setup icon (  ) > Channels > Phone. 
  2. Click the Setup icon (  ) in the top bar.
  3. Click Phone under the Channels menu.
  4. On the Amazon Connect page, click Disable.

Note:
  • On disabling the Amazon Connect integration, you will no longer be able to make calls in Zoho Desk via Amazon Connect.
  • Once disabled by the administrator, the integration is disabled for all agents in the help desk account.
  • Call details entered before the integration is disabled will remain intact.