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 Integrate Channel node is available only after saving a newly created AI Agent.

To connect AI Agent with Amazon Connect:

1. From the My AI Agents page, select an AI Agent you want to edit and navigate to the Integrate Channel section.
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.