Amazon Connect

Easily start a Cobrowse session from Amazon Connect

Overview

Cobrowse.io provides an integration with Amazon Connect, enabling real-time visual collaboration between agents and customers.

Cobrowse for Amazon Connect

Installation guide

To install and configure the Cobrowse.io integration with Amazon Connect:

1. Sign up for a Cobrowse.io account and configure a SAML 2.0 integration on your Cobrowse account. The integration uses SAML authentication to verify agent identities, so this must be set up before proceeding.

2. As an AWS privileged user, create an Amazon Connect third-party application using the following information:

   • Display name: Cobrowse

   • Application type: Standard application

   • Contact scope: Per contact

   • Access URL: https://cobrowse.io/api/1/amazonconnect/launch?license=<your cobrowse license key>

3. Under instance association, associate the application with your Amazon Connect instance.

4. Ensure your Amazon Connect roles have access to the Cobrowse application. See Controlling user access

Enabling Cobrowse.io for the chat widget

The Cobrowse device ID must be passed to the chat widget. Add the following to your snippet:

amazon_connect("contactAttributes", {
  cobrowse_device_id: deviceId,
});
amazon_connect("registerCallback", {
  PARTICIPANT_JOINED: (_, { chatDetails }) => {
    CobrowseIO.customData = {
      amazon_connect_contact_id: chatDetails?.contactId,
    };
  },
});

Ensure the Cobrowse.io SDK is included on the webpage where the chat widget is running. No further changes are required on the Amazon Connect side to enable cobrowsing.

Controlling user access

As an Amazon Connect administrator, grant your Amazon Connect roles access to the Cobrowse.io application by navigating to Connect Workspace > Users > Security Profiles. Edit each role that requires access to the Cobrowse.io application. Under the Agent Applications section, grant Access to the Cobrowse application.