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Access third-party applications in the agent workspace - Amazon Connect Customer
Launch 3P appsRequired security profile permissionsPin apps in the agent workspaceImportant things to know

Access third-party applications in the agent workspace

Launch third-party applications

Agents access third-party applications in the agent workspace with the Apps launcher, shown in the following image. The launcher appears in the agent workspace after you onboard your third-party app.

The Apps launcher in the agent workspace.

The Apps launcher lists the applications that the agent can access.

Agents can open applications when they don't have any contacts or while handling a contact, such as a call, chat, or task. After an agent opens an app for a contact, the app stays open until the contact closes.

Required security profile permissions to access third-party applications

Agents need the following security profile permissions to access third-party apps:

  • Contact Control Panel (CCP) - Access the CCP

  • Access to at least one third-party application: the application appears on the Security profiles page after you onboard it.

Pin apps in the agent workspace

Agents can pin an app so that it stays open. On the app's tab, choose the more options icon, and then choose Pin tab, as shown in the following image.

The Pin tab option on an app's tab in the agent workspace.

After an agent pins an app, the app stays open while the agent is idle and opens automatically for incoming contacts. The app stays pinned for that user and browser until the user clears the browser cookies.

An agent can unpin the tab at any time and then open and close the app as needed.

The following image shows a third-party app named NoteTest pinned in the agent workspace.

A third-party note test app that is pinned to the agent workspace.

The following image shows a third-party app named Maps pinned in the agent workspace.

A third-party maps app that is pinned to the agent workspace.

Important things to know

  • On July 22, 2024, Google announced that it no longer plans to deprecate third-party cookies. Instead, Google provides an opt-in mechanism for deprecating third-party cookies. Opting in might affect how third-party applications work. If you use third-party apps in the Connect Customer agent workspace on the Chrome browser, we recommend that you do one of the following:

    • Temporary solution: Update Enterprise Chrome policies. Set the BlockThirdPartyCookies policy to false so that third-party cookie deprecation doesn't affect your agents.

    • Permanent solution: We recommend that app developers follow best practices that will continue to pass third-party cookies.

  • You must have integrated the application, and the agent must have access to the application through a security profile. The agent must also have access to the CCP for the Apps launcher to appear.