Set up Amazon Connect

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.

• 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.

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Prerequisites

• 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

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Prepare Amazon Connect

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

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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

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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

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Amazon Connect reference

• Transfer sessions
• Escalate to a human agent