Integrating the AI Agent with Amazon Connect

Use the eGain AI Agent with Amazon Connect to deliver intelligent, in-the-moment guidance that boosts agent performance and enhances customer interactions.

The Amazon Connect integration is available on the Settings > Channels (Legacy) tab, which replaces the Integrate Channel section. The Settings page is available only after you save a newly created AI Agent.

To connect AI Agent with Amazon Connect:

1. From the My AI Agents page, select the AI Agent you want to edit, select Settings, and then select the Channels (Legacy) tab.
2. Under Apps & Integrations options, locate Aamzon Connect and click Connect to start the setup.

3. Review all on-screen instructions to ensure Amazon Connect, Kinesis Video, and required browser settings are enabled. Complete the AWS cross-account setup shown on the page and copy the Cross-Account Role ARN for use in the integration form.

4. In the Instance Configuration step, under Integration Setup section, enter the required Amazon Connect details:

   • Amazon Connect Instance ARN

   • Amazon Connect Instance Name

   • Target Platform

   • SSO Status

   • AWS Cross-Account Role ARN

   • Salesforce Instance URL (if Salesforce is the selected platform)

5. Configure media streaming and approved domains using either the manual instructions or the automated tool displayed on the screen. This includes enabling live media streaming and confirming the approved domain entries for your Salesforce and eGain environments.

6. Continue to the Platform Configuration section and follow the on-screen steps to set up Amazon Connect inside Salesforce. Create the Visualforce page, place the provided code snippet, make the page available in Lightning Experience, and add it to a Lightning App Builder layout.

7. Complete the setup by clicking Save and Connect.