Enabling Zoom Virtual Agent Amazon Connect integration

The Amazon Connect application can enhance Zoom Virtual Agent's functionality by adding a ticket creation integration channel or chat support channel. In this article, we will guide you through the process of enabling Zoom Virtual Agent integration with Amazon Connect, as well as how to delete the integration connection settings if necessary. Once enabled, you can add an Amazon Connect support channel and connect it to a bot.

Note: If you do not see the Integrations option in the Zoom web portal, submit a request to Zoom Support.

This article covers:

• How to enable Zoom Virtual Agent Amazon Connect integration
• How to delete the Amazon Connect integration connection settings

Prerequisites for enabling Zoom Virtual Agent Amazon Connect integration

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to enable Zoom Virtual Agent Amazon Connect integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then Amazon Connect.
4. Under Connection Settings, provide the following:
   • Display name for your connection
   • IAM Access Key
   • IAM Secret Key
5. Under Configuration Settings, provide the following:
   • Service Name
   • Region
6. Click Save.
7. In the navigation menu, click AI Management then Integrations.
   You will see the TicketByEmail application with a Connected status.

How to delete the Amazon Connect integration connection settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Applications tab, click the ellipsis icon  to the right of the Amazon Connect application then Delete.
4. Click Delete to confirm.