End User Guide

This section describes the features and functions that are specific to the Amazon Connect app for Zendesk. The user should refer to the Amazon Connect User Guide (page 321 and onwards) for detailed information on use of the Amazon Connect softphone.

When you first log in to your Zendesk instance and click on the Amazon Connect app on the top bar you will be redirected to the Amazon Connect sign in screen. Once you type in your credentials and have successfully signed in the Amazon Connect tab will automatically close. The Connect softphone will load in Zendesk.

Inbound calls (auto assignment)

The following apply when the ticket_assignment attribute has been set to auto in your contact flow. If the ticket_assignment attribute has not been set within your contact flow, it will default to auto.

Recognised caller

If an agent answers a call from a recognised number, a new ticket is automatically created and attached to this user.

Unrecognised caller

If an agent answers a call from an unrecognised number, a new user is created with the unrecognised number attached to it and a new ticket is attached to this user.

Anonymous caller

If an agent answers a call from an anonymous/private number, a new ticket is automatically created with the agent as the requester. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Ticket number attribute

The zendesk_ticket attribute allows for callers to enter a ticket number within an IVR, and have that ticket pop for the agent when they answer the call.

The following apply if the zendesk_ticket attribute has been set in your contact flow.

Recognised caller

If an agent answers a call from a recognised number and the caller has entered a valid ticket number, the specified ticket will pop for the agent.

If an agent answers a call from a recognised number and the caller has entered either an invalid ticket number or the ticket number does not match back to the caller, a new ticket is automatically created for the recognised caller.

Unrecognised caller

If an agent answers a call from an unrecognised number and the caller has entered a ticket number, a new user is created and a new ticket is attached to this user regardless of whether the caller entered a valid ticket number or not as we can’t verify if the unrecognised caller is the actual requester of that ticket.

Anonymous caller

If an agent answers a call from an anonymous number and the caller has entered a ticket number, a new ticket is automatically created with the agent as the requester regardless of whether the caller entered a valid ticket number or not as we can’t verify that the anonymous caller is the actual requester of that ticket. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Recent ticket attribute

The recent_ticket_timeout attribute and create ticket after minutes app setting allows for a recent ticket of a recognised caller to pop for the agent instead of creating a new ticket. For example, if the recent_ticket_timeout attribute or create ticket after minutes app setting is set to 15, a new ticket will only be created if there hasn’t been a ticket created or updated within the last 15 minutes for that recognised caller.

The following apply if the recent_ticket_timeout attribute has been set in your contact flow, or if the create ticket after minutes app setting has been set within the app’s settings.

Recognised caller

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket within the specified timeframe, then that latest ticket will pop for the agent.

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket outside of the specified timeframe, then a new ticket is automatically created for the recognised caller.

Unrecognised caller

If an agent answers a call from an unrecognised number a new user is created with the unrecognised number attached to it and a new ticket is attached to this user.

Anonymous caller

If an agent answers a call from an anonymous number a new user is created with the agent as the requestor and a new ticket is attached to this user. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Inbound calls (manual assignment)

The following apply when the ticket_assignment attribute has been set to agent in your contact flow.

Recognised caller

If an agent answers a call from a recognised number, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Unrecognised caller

If an agent answers a call from an unrecognised number, the agent can click on the create ticket button to create a new user with the unrecognised number attached to it and a new ticket attached to this user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user. The contact number is automatically added to the user’s profile.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button. The contact number is automatically added to the user’s profile.

Anonymous caller

If an agent answers a call from an anonymous number, the agent can click on the create ticket button to create a new ticket with the agent as the requester. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button.

Ticket number attribute

The zendesk_ticket attribute allows for callers to enter a ticket number within an IVR, and have that ticket pop for the agent when they answer the call.

The following apply if the zendesk_ticket attribute has been set in your contact flow.

Recognised caller

If an agent answers a call from a recognised number and the caller has entered a valid ticket number, the specified ticket is popped and the agent can attach the call to it by clicking on the attach to current button.

If an agent answers a call from a recognised number and the caller has entered either an invalid ticket number or the ticket does not match back to the caller, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Unrecognised caller

If an agent answers a call from an unrecognised number and the caller has entered a valid ticket number, the specified ticket is popped and the agent can then identify the caller and confirm they are an existing user and the quoted ticket belongs to them before clicking on the attach to current button. The contact number is automatically added to the user’s profile.

If the caller cannot be matched against the ticket or the ticket is not the intended one the agent can look for the correct ticket and user or create a new user within the Zendesk UI and then create a new ticket for that user by clicking on the create ticket button.

If an agent answers a call from an unrecognised number and the caller has entered an invalid ticket number, no ticket or user profile is popped for the agent. The agent can click on the create ticket button to create a new user with the unrecognised number attached to it and a new ticket attached to this user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user. The contact number is automatically added to the user’s profile.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button. The contact number is automatically added to the user’s profile.

Anonymous caller

If an agent answers a call from an anonymous number and the caller has entered a valid ticket number, the specified ticket is popped and the agent can then identify the caller and confirm they are an existing user and the quoted ticket belongs to them before clicking on the attach to current button.

If the caller cannot be matched against the ticket or the ticket is not the intended one the agent can look for the correct ticket and user or create a new user within the Zendesk UI and then create a new ticket for that user by clicking on the create ticket button.

If an agent answers a call from an anonymous number and the caller has entered an invalid ticket number, no ticket or user profile is popped for the agent. The agent can click on the create ticket button to create a new user with the agent set to requestor and a new ticket attached to this user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button.

Recent ticket attribute

The recent_ticket_timeout attribute and create ticket after minutes app setting allows for a recent ticket of a recognised caller to pop for the agent instead of creating a new ticket. For example, if the recent_ticket_timeout attribute or create ticket after minutes app setting is set to 15, a new ticket will only be created if there hasn’t been a ticket created or updated within the last 15 minutes for that recognised caller.

The following apply if the recent_ticket_timeout attribute has been set in your contact flow, or if the create ticket after minutes app setting has been set within the app’s settings.

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket within the specified timeframe, then that latest ticket is popped and the agent can attach the call to it by clicking on the attach to current button.

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket outside of the specified timeframe, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Outbound calls (auto assignment)

The following apply when the ticket_assignment attribute has been set to auto in your contact flow. If the ticket_assignment attribute has not been set within your contact flow, it will default to auto.

Zendesk user profile

To make an outbound call from a user profile, click on the user’s phone number and select call this number. A new ticket will automatically be created for that user.

Zendesk ticket

To make an outbound call from a ticket, click on call and then select direct line. The call will be attached to the selected ticket.

Connect softphone

To make an outbound call from the Connect softphone, initiate the call via the dial pad or Quick Connects.

Recognised number

If it is a recognised number a new ticket will automatically be created for that user.

Unrecognised number

If it is an unrecognised number, nothing happens. The call is not attached to any new or existing ticket.

Outbound calls (manual assignment)

The following apply when the ticket_assignment attribute has been set to agent in your Amazon Connect contact flow.

Zendesk user profile

To make an outbound call from a user profile, click on the user’s phone number and select call this number. The agent then has the option of either clicking on the create ticket button to create a ticket for that user, or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Zendesk ticket

To make an outbound call from a ticket, click on call and then select direct line. The call will be attached to the selected ticket.

Connect softphone

To make an outbound call from the Connect softphone, initiate the call via the dial pad or Quick Connects.

Recognised number

If it is a recognised number that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Unrecognised number

If it is an unrecognised number, nothing happens. The call is not attached to any new or existing ticket.

Agent to agent call transfers

If the ticket_assignment attribute has been set to auto, when agent #1 transfers a call to agent #2 the call details for the transferred part of the call will get attached to the existing ticket that was created when agent #1 accepted the call.

If the ticket_assignment attribute has been set to agent, when agent #1 transfers a call to agent #2, one of the following will occur based on the action taken by agent #1:

1. If agent #1 has created a new ticket for the caller, the call details for the transferred part of the call will get attached to the ticket created by agent #1.

2. If agent #1 has attached the call to an existing ticket, the call details for the transferred part of the call will get attached to the existing ticket selected by agent #1.

3. If agent #1 has not created a new ticket or selected an existing ticket, agent #2 has the option to either create a new ticket or select an existing ticket for that caller. In this scenario only agent #2's call details will get attached to the ticket. The attribute force_ticket_creation will also need to be set to false for this to apply.

In the event of an error (e.g. indexing delay in Zendesk) where the ticket number was not successfully passed through to agent #2 and therefore no ticket is popped for agent #2, agent #2 will need to ask agent #1 for the appropriate ticket number and then attach the call to that ticket.

Inbound chats (auto assignment)

The following apply when the ticket_assignment attribute has been set to auto in your contact flow. If the ticket_assignment attribute has not been set within your contact flow, it will default to auto.

Recognised customer

If an agent accepts a chat from a recognised customer, a new ticket is automatically created and attached to this user.

Unrecognised customer

If an agent accepts a chat from an unrecognised customer, the app will change the ticket assignment behaviour from auto to agent and the agent can create a new user and then click on the create ticket button to create a new ticket attached to this user.

Alternatively, the agent can first identify the customer and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the chat relates to one of the user’s existing tickets and attach the chat to it by opening the ticket and then clicking on the attach to current button.

Inbound chats (manual assignment)

The following apply when the ticket_assignment attribute has been set to agent in your contact flow.

Recognised customer

If an agent answers a chat from a recognised customer, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the chat relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the chat to it.

Unrecognised customer

If an agent accepts a chat from an unrecognised customer, the agent can create a new user and then click on the create ticket button to create a new ticket attached to this user.

Alternatively, the agent can first identify the customer and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the chat relates to one of the user’s existing tickets and attach the chat to it by opening the ticket and then clicking on the attach to current button.

Auto attaching chat continuation to an existing ticket

Amazon Connect chat has ability to continue a previous chat conversation if one was ended by an agent but the customer wants it to continue and sends another message (within a certain time frame). This is reflected in the app behaviour in two ways: firstly, the continued chat is automatically attached to the ticket that contained the original conversation and secondly, the attached transcript always contains the whole conversation.

Agent to agent chat transfers

Chats can be transferred in the same way as calls, except that the process is asynchronous. When a chat is successfully transferred to an agent or a queue (note that the agent doesn’t need to be available), the chat will be attached to the same ticket and the transcript will contain the whole conversation.

In the event of an error (e.g. indexing delay in Zendesk) the ticket assignment mode will change from auto to agent so that the transferred-to agent can search for the customer and/or ticket. As good practice it is recommended to have the first agent mention the ticket number in the chat, before transferring.

Using the app in media-less mode

If media-less mode has been enabled in your app’s settings, follow the below instructions to correctly sign in to your Zendesk instance.

1. Open a tab in your browser and sign in to your Contact Control Panel (CCP).
   
   

   

2. If the CCP does not automatically load for you and you are instead presented with the Connect console, click on the phone icon.
   
   

   

3. Make sure you allow the use of your microphone.
   
   

   

4. Open a new tab in your browser and sign in to your Zendesk instance.
   

   

5. Click on the Connect app icon in the top right corner and you should see that you are already logged in. You are now set to receive inbound calls and make outbound calls. You do not need to use the CCP that is open in another tab, however you will need to keep this tab open whilst you are using the Connect app in Zendesk.