Set up Amazon Connect

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Connect Amazon Connect as an agent desktop, so a conversation that your agent escalates reaches a live agent in Amazon Connect. When the agent escalates, Artemis starts an Amazon Connect chat contact through your contact flow. The live agent works in the Amazon Connect Contact Control Panel (CCP), and the customer stays in the same chat window.

The setup requires:

1. Prepare Amazon Connect: an instance with chat, a contact flow, and an IAM access key.
2. Artemis connection configuration: create the Amazon Connect connection.
3. Route escalations to Amazon Connect in the Agent Transfer settings.
4. Verify the connection with a test transfer.

After setup, Artemis sends each escalated conversation to your contact flow, and the flow queues it for a live agent.

Important considerations

• Chat transfers only: The connection starts chat contacts. It doesn’t transfer voice calls.
• The contact flow decides where the chat goes: Artemis starts the contact with the contact flow you enter. The flow sets the queue and any routing logic, so build it in Amazon Connect before you test.
• AWS credentials stay server-side: Artemis uses the AWS access key only on the server to start the chat contact. The customer’s browser never receives it.
• No actions or triggers: Amazon Connect is an agent desktop connection only. It adds no tool actions or workflow triggers to the project.

Prerequisites

Confirm these before you start.

• An Amazon Connect instance with chat enabled, and at least one queue with agents who can sign in to the CCP.
• Permission in AWS to create or edit contact flows and IAM users or policies.
• Artemis project access with permission to open Integrations and Settings -> Agent Transfer.

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How Artemis routes a transfer to Amazon Connect

Piece	Owner	What it does
AWS Region and Connect Instance ID or ARN	Amazon Connect	Identify the instance that receives the chat contact.
Contact Flow ID	Amazon Connect	Selects the inbound flow that queues the chat for a live agent.
AWS access key	AWS IAM	Authorizes Artemis to start the chat contact on the instance.
Agent Transfer connection	Artemis	Sends escalated conversations to this Amazon Connect connection.

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Prepare Amazon Connect

Collect these values in AWS before you open Artemis.

1. Find the instance

   In the Amazon Connect console, open your instance. Copy the instance ARN from the instance overview, and note the AWS Region it runs in. Artemis accepts the full ARN or only the instance ID, the last part of the ARN.

2. Prepare the contact flow

   Use an inbound contact flow that sets a working queue and transfers the contact to that queue. Publish the flow, then copy its contact flow ID: the last part of the flow’s ARN, which the flow designer shows under the flow’s details.

3. Create the access key

   Create an IAM user for Artemis, or use an existing one, with a policy that allows connect:StartChatContact on the instance. Then create an access key for the user, and copy the access key ID and secret access key.

   {
     "Version": "2012-10-17",
     "Statement": [
       {
         "Effect": "Allow",
         "Action": "connect:StartChatContact",
         "Resource": "arn:aws:connect:<region>:<account-id>:instance/<instance-id>/*"
       }
     ]
   }
   

The secret access key shows only once in AWS. Store it in Artemis and your secret manager, and grant the IAM user no permissions beyond what the transfer needs.

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Artemis connection configuration

1. Go to Integrations -> Agent Desktop -> Amazon Connect.

2. Select Connect in the Amazon Connect panel.

3. In the Connect Amazon Connect dialog, configure the fields:

   Artemis field	Source / Notes	What it controls
   Connection Name	You choose it	A friendly name to identify this connection, such as My Amazon Connect.
   AWS Region	The Region your instance runs in	Where Artemis sends the request to start the chat.
   Connect Instance ID or ARN	Instance overview in the Amazon Connect console	The instance that receives the chat contact. Enter the full ARN or only the instance ID.
   Contact Flow ID	The flow you prepared	The inbound flow that queues the chat for a live agent.
   Default Customer Name (optional)	You choose it	The name the live agent sees for the customer. Defaults to Customer when left empty.
   Chat Duration (minutes) (optional)	You choose it	How long the chat contact can stay open. Defaults to 1500 minutes (25 hours). The allowed range is 60 to 10080.
   AWS Access Key ID	The IAM access key	Identifies the IAM user that starts the chat.
   AWS Secret Access Key	The IAM access key	Authenticates the IAM user.

4. Select Create Connection.

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Route escalations to Amazon Connect

Go to Settings -> Agent Transfer -> Default Routing -> Connection, and select the Amazon Connect connection.

When an agent escalates a conversation, Artemis starts an Amazon Connect chat contact with the conversation’s context. To route only some escalations to Amazon Connect, set the connection in the agent’s ESCALATE routing instead. See Escalate to a human agent.

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Verify the connection

1. Sign in to the Amazon Connect CCP as an agent who works the contact flow’s queue, and set the status to Available.
2. In a test conversation in your Artemis project, trigger an agent transfer.
3. Accept the incoming chat in the CCP. The test conversation shows a message when the agent joins.
4. Send a message from each side, and confirm it appears on the other side.
5. End the chat in the CCP, and confirm the test conversation shows that the agent left.

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Security and lifecycle

• Access key: Store it only in Artemis. Rotate it in AWS IAM on your normal schedule, then update the connection with the new key.
• Least privilege: Limit the IAM policy to connect:StartChatContact on the instance you use.
• Environments: Use separate instances, or at least separate contact flows and access keys, for development and production.

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Troubleshoot connection issues

Symptom	Likely cause	Recommended action
The transfer fails as soon as the agent escalates	The IAM policy doesn’t allow connect:StartChatContact on the instance, or the access key is wrong	Check the policy’s action and resource, and enter the access key ID and secret access key again.
The transfer fails with an instance or flow error	Wrong Region, instance ID, or contact flow ID	Confirm the Region matches the instance, and copy the instance ID and contact flow ID again from the console.
The chat starts, but no agent receives it	The contact flow doesn’t queue the chat, or no agent is available on the queue	Confirm the flow is published, sets a working queue, and transfers to it, and that an agent on that queue is Available in the CCP.
The chat closes before the agent finishes	The chat duration is too short	Increase Chat Duration (minutes), up to 10080.
Escalations don’t reach Amazon Connect	Agent Transfer routes to another connection	Select the Amazon Connect connection in Settings -> Agent Transfer -> Default Routing, or in the agent’s ESCALATE routing.

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Amazon Connect reference

Resource	Use it for
Enable chat in Amazon Connect	Chat setup and the CCP experience.
Create a contact flow	Building and publishing the inbound flow.
StartChatContact	The API action the IAM policy must allow.

Related articles:

• Transfer sessions
• Escalate to a human agent