Use Amazon Connect with Customer Service Management

The Amazon Connect integration lets you add voice as a support channel in Customer Service Management. Your team can receive and manage customer calls alongside other channels, and automatically create work items with call transcripts for follow-up.

Integrating Amazon Connect with Customer Service Management allows you to:

• route customer calls directly to your support team

• create work items in your spaces from calls that require follow-up

• attach call transcripts to work items as an internal note

• manage all customer interactions in one place

This integration is designed for admins with experience managing AWS resources.

How the integration works

When customers call your support number, their calls are routed to Amazon Connect where a support agent answers. If the agent can't resolve an issue during a call, they fill out a form in Amazon Connect. The form submission then creates a work item in your selected space in Customer Service Management. Your service account will attach the call transcript as a comment on the work item – usually within 5 to 30 minutes of the call.

Set up an Atlassian service account

To authenticate between AWS and Customer Service Management, you need an Atlassian service account and credentials. Find out how to create a service account.

Service account role and permissions

The service account must have the Customer Service Management User role and the Browse projects and Add comments permissions.

To grant your service account these permissions:

1. Next to your space in the sidebar, select More actions (•••), then Space settings.

2. Select Access, then Space permissions.

3. [アクション] > [権限を編集] の順に選択します。

4. Find the Browse projects and Add comments permissions and select Update.

5. Select Single user then enter and select your service account.

6. [アップデート] を選択します。

Setting up Amazon Connect

If you don’t have Amazon Connect

You can set up a new Amazon Connect instance using the provided AWS CloudFormation template. This template creates all required resources, including:

• an Amazon Connect instance

• AWS Lambda function

• Secrets Manager secret

• S3 bucket

You can modify the template to suit your needs before deploying it in your AWS account.

If you already have Amazon Connect

You can use the CloudFormation template to provision only the resources you need and integrate them into your existing Amazon Connect setup. You may need to copy or adapt flows and resources from the template into your current environment.

Setting up the integration

In Customer Service Management

1. In your customer experience, select Channels, then Voice.

2. Follow the instructions to complete the integration setup.

In Amazon Connect (AWS)

1. Download the AWS CloudFormation template provided in Customer Service Management.

2. In your AWS Console, go to CloudFormation, then select Create stack.

3. Select Choose an existing template and Upload a template file, and choose your Customer Service Management CloudFormation YAML file. If you want to use a different authentication provider, modify the template before deploying.

4. Fill in the details obtained from the last step. This configuration will be stored in an AWS Secrets Manager secret.

5. Optionally add tags, custom permissions and additional options.

6. Review the configuration, and select Submit. Wait for resource creation to complete. After several minutes, you should get a notification that the stack has completed successfully.

Set up your agents in Amazon Connect

To enable your support agents to answer customer calls and create work items in your Customer Service Management space from Amazon Connect, you need to ensure their profile has the right settings and permissions. If you haven’t already, you’ll first need to add your support team to Amazon Connect.

Once you’ve added your support team, configure their profiles with the following settings:

• Security profile: Agent

• Routing profile: Atlassian CSM Routing Profile

Read more about configuring agent profiles in Amazon Connect.

To be able to create work items, agents also need access to custom views:

1. In Amazon Connect, select Users, then Security profiles.

2. Select Agent.

3. Under Agent applications, find the Custom views row and select Access.

Managing the integration

You are responsible for managing and maintaining the AWS resources created by the template. Keep the following in mind:

• The authentication type for your Amazon Connect instance cannot be changed after creation.

• If you need to update or extend the integration, modify and redeploy the CloudFormation template as needed.