Application Architecture

3.0

Version 2.9, minified .js lib embedded in the app

Note: The below is applicable when Pause/Resume add-on is enabled, by the customer.

AWS SDK for JavaScript v3, using Connect service for suspendContactRecording, resumeContactRecording, and updateContactAttributes API methods. It uses temporary credentials obtained via STS assumeRole, generated in lambda triggered from Connect contact flow.

2.1

N/A

Note: The below is only applicable when Pause/Resume add-on is enabled, by the customer.

Lambda triggered from Connect contact flow. AWS SDK for JavaScript v3, calls STS service to issue temporary credentials. IAM role is created via CloudFormation deployment from SAR and includes policies AWSLambdaBasicExecutionRole and a custom one with permissions for STS

2.1

N/A

Note: The below is only applicable when Search add-on is enabled, by the customer.

Lambda triggered from Connect contact flow. No AWS services used (only 3rd party APIs).
IAM role is created via CloudFormation deployment from SAR and includes policy AWSLambdaBasicExecutionRole only.

2.1

N/A

Note: The below is only applicable when Contact Lens add-on is enabled, by the customer.

Lambda triggered from an S3 bucket with Contact Lens records on Put event. AWS SDK for JavaScript v3, optionally calls DynamoDB service to store failed Zendesk searches for later retries. IAM role is created via CloudFormation deployment from SAR and includes policies AWSLambdaBasicExecutionRole and policies to read from S3, decrypt with KMS and perform CRUD operations on DynamoDB table.

This represents the core installation of the Zendesk for Amazon Connect applications

This represents the add on for Pause and Resume.

Description and installation guide

This represents the add on for Zendesk Search

Description and installation guide

This represents the add on for Contact Lens.

Description and installation guide