Use third-party applications in your Amazon Connect agent workspace

Open the Amazon Connect console (https://console.aws.amazon.com/connect/).

On the left navigation pane, choose Third-party applications. If you do not see this menu, it’s because it is not available in your region. To check the regions where this feature is available, see Availability of Amazon Connect features by Region.

On the Third-party applications page, choose Add application.

On the Add application page, enter:

1. Basic information

   1. Display name: A friendly name for the application. This name will display on security profiles and to your agents on the tab within the agent workspace. You may come back and change this name.

   2. Namespace: The official name that is unique for your application. If you have only one application per access URL, we recommend that you use the origin of the access URL. You may not change this name.

   3. Description (optional): You may optionally provide any description for this application. This description will not display to agents.

2. Access

   1. Access URL: This is the URL where your application is hosted. The URL must be secure, starting with https, unless it’s a local host.

      Note

      Not all URLs can be iframed. Here are two ways to check if the URL can be iframed:

      1. There is a third-party tool available to help check if a URL can be iframed that is called Iframe Tester.

         1. If a URL can be iframed, it will render in a preview on this page.

         2. If a URL cannot be iframed, it will display an error in the preview on this page.

            • It is possible that this website displays an error, and the app can still be iframed in the agent workspace. This is because the app developer can lock down their app to only be embeddable into the workspace and nowhere else. If you received this app from an app developer, we recommend that you still try integrating this app into the agent workspace.

      2. For technical users: Check the security policy content of the application you are trying to integrate.

         1. Firefox: Hamburger menu > More tools > Web developer tools > Network

         2. Chrome: 3 dots menu > More tools > Developer tools > Network

         3. Other browsers: Locate the network settings in the developer tools.

         4. The Content-Security-Policy frame-ancestors directive should be https://your-instance.my.connect.aws.

            1. If the directive is same origin or deny, then this URL cannot be iframed by AWS/Amazon Connect

      Here’s what you can do if the app cannot be iframed:

      • If you control the app/URL, you can update the app’s content security policy. Follow the best practices for app developers/ Ensuring that apps can only be embedded in the Connect agent workspace section here.

      • If you do not control the app/URL, you can try reaching out to the app developer and asking them to update the app’s content security policy.

   2. Approved origins (optional): Allowlist URLs that should be permitted, if different than the access URL. The URL must be secure, starting with https, unless it’s a local host.

3. Add permissions to events and requests.

   The following is an example of how you can onboard a new application and assign permissions to it by using the AWS Console. In this example, six different permissions are assigned to the application.

   Providing basic information and access details

4. Instance association

   1. You may give any instance(s) within this account-region access to this application.

   2. While associating the application to an instance is optional, you will not be able to use this application until you associate it with instance(s).

Granting permissions to the application for workspace data integration

Choose Save.

If the application was successfully created, you will be returned to the Third-party applications page, you will see a success banner, and you should see the application on the list.

You can edit certain attributes of an existing app, such as its Display Name, Access URL, and Permissions.

1. If there was an error in either creating the application or associating the application to an instance, then you will see an error message, and you can take the corresponding action to correct the issue.