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Custom Contact Attributes Used in the Connector App

Refer to the latest Attributes in the Administrator Guide

In its default configuration, the app behaves fairly straightforwardly, using default values for most of its configuration settings.

These settings can however be modified through the use of custom contact attributes whose values can be set in Connect contact flows. These values are then passed into the connector app, overriding the defaults.

An attribute can be set to the same desired value at the start of every contact flow, however, it can also be set dynamically, based on the business logic of the containing flow.

Below is a list of all the connector configuration settings, each with its default value and the name of the attribute that overrides that default, if set in the contact flow. Some attributes can also override values that were specified in the Zendesk application settings during the app installation.




Attribute name

Recent ticket timeout

This setting controls whether a recent ticket of a recognised user should be opened instead of creating a new one. E.g. 15 means that a new ticket will be created if there's no ticket updated within the last 15 minutes for that user. If the attribute is set, its value will override the corresponding “Create ticket after minutes“ application setting.



Ticket assignment behaviour

Determines how tickets are created or assigned to a call. When set to auto, a new ticket will be created or the most recent assigned automatically. When set to agent, the agent will determine whether to create a new ticket or select from existing ones to attach the call to. For a detailed discussion on this please see Ticket Creation and Assignment



Force ticket creation

When ticket assignment behaviour ( see above) is set to agentthis attribute determines whether to force create a ticket after the call finishes, in case the agent hasn't created or assigned one during the call.



Pop customer or ticket details before accepting the call

When set to true, the agent will see ticket or recognised user details displayed within Zendesk as soon as the call starts ringing. If this option is set to false then customer or ticket details will be displayed only after the agent accepts the call.



Insert call details with embedded call recording

When set to true, call details such as what number the call originated from, who answered it, time and length of the conversation and audio recording of the call with embedded player will be appended to the ticket in a separate voice comment after the call ends.



Provide a link to download the call recording file

When set to true, a link to download the audio file (.wav) of the call recording will be included in the call comments section.



Dialed number

The number reported in tickets as the number that the caller dialed in inbound calls. Usually set in contact flows from System.DialedNumber. If not set, the outbound CLI number specified in the “Default entry point phone number” application setting will be used.



Zendesk ticket number

If this attribute is set in a contact flow the ticket number specified will be opened, instead of creating a new one.
Note: the name of this attribute can be changed in the corresponding “Contact attribute name containing Zendesk Ticket Number” application setting.



Zendesk user ID

The ID of an existing Zendesk user. If this is set in a contact flow the app will disregard the caller’s CLI and search for a user by this ID.



Customer’s phone number

Customer's phone number can be entered in the contact flow (using a Store Customer Input block with phone number) and may be different from the number that the user has dialed from (CLI). When set, this number would then be used in search instead of CLI.



Customer’s name

Although Zendesk may treat a customer as an unrecognised caller, their name could be obtained from another source, eg. sales database within the contact flow. Using this attribute that name would then be applied to the newly created Zendesk user instead of the CLI.



Advanced speech analysis

Uses Amazon Transcribe & Amazon Comprehend to perform real-time transcription, text comprehension and sentiment analysis and appends the results to ticket comments. Can use any of the values transcript, comprehend, and/or sentiment, or a combination of them separated by comma.



Customer’s language

A 2-letter Code language code, required with speech analysis. Supported language codes are: en, es, fr, de, it, pt, ar, hi, ja, ko, zh, and zh-TW. Defaults to English.



Create a ticket on every outbound call

Normally, tickets will not be created for outbound calls to unknown numbers (see Ticket Creation and Assignment, scenario 15). When this attribute is set to true, a new user will be automatically created along with a new ticket.



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