Deploy the Connect Customer browser extension

The Connect Customer browser extension reports the URL of each browser window to the Connect Customer Client Application so that URL rules configured in your flow block can be evaluated. Without the extension, URLs are not reported and URL rules cannot match, so browser pages that should be redacted by URL may appear in the recording. Window title rules do not depend on the extension; they match on native window titles and work without the extension installed.

If any of your flow blocks use URL rules, install the extension on every browser that agents use during recorded contacts. The extension is distributed by AWS and installed on agent workstations through your browser's enterprise extension policy. It is not published to the Chrome Web Store or Firefox Add-ons.

For an overview of rule-based redaction, see Rule-based redaction for screen recordings.

Supported browsers

Rule-based redaction supports the following browsers. Use any combination of these browsers on agent workstations.

Browsers other than Chrome, Edge, and Firefox do not report URLs to the Connect Customer Client Application, so URL rules cannot match pages in those browsers. You can still cover windows in those browsers by adding window title rules to your flow block.

Prerequisites

Extension identifiers and update URLs

Use the following values when you configure your enterprise browser extension policy.

Deploy the extension through enterprise policy

The Connect Customer browser extension is deployed at user scope. This lets you target the extension to the specific users or groups who handle recorded contacts, without modifying per-machine settings on agent workstations.

Use any enterprise policy tool that can push per-user browser extension settings. Common options include:

For general information about browser policies, see:

Policy payload

Configure the ExtensionSettings policy for each browser with the following properties.

Google Chrome and Microsoft Edge

{
  "cjmichfmnimgeoadokmeaiclklkdccod": {
    "installation_mode": "force_installed",
    "update_url": "https://screenrecording.connect.aws/chromeos/amazon-connect-extension/releases/updates.xml"
  }
}

Mozilla Firefox

{
  "amazon_connect_extension@amazon.com": {
    "installation_mode": "force_installed",
    "install_url": "https://screenrecording.connect.aws/firefox/amazon-connect-extension/releases/amazon-connect-extension.xpi"
  }
}

Windows user-scope registry example

If you deploy policies through the Windows registry under User Configuration, create string values under the per-user policy path for each browser. The same pattern applies to Chrome, Edge, and Firefox.

Create the following string values under each key.

All values use the REG_SZ type.

Example: Deploying extensions to a list of users by using GPO

Step 1: Create the dedicated policy

Step 2: Configure the registry injection

This step creates the specific registry key that the browser reads to install the extension.

The following values are common to all three browsers.

For each browser, use the following key path and the two values it needs.

Google Chrome – key path SOFTWARE\Policies\Google\Chrome\ExtensionSettings\cjmichfmnimgeoadokmeaiclklkdccod

Microsoft Edge – key path SOFTWARE\Policies\Microsoft\Edge\ExtensionSettings\cjmichfmnimgeoadokmeaiclklkdccod

Mozilla Firefox – key path SOFTWARE\Policies\Mozilla\Firefox\ExtensionSettings\amazon_connect_extension@amazon.com

Verify the extension is installed

After you deploy the extension, verify on a test workstation that the extension is installed, enabled, and running the expected version before you roll it out broadly.

Chrome or Microsoft Edge

Firefox

If any of these checks fail, see Download log files for the screen recording app.

Remove the extension

To stop using the Connect Customer browser extension on agent workstations, for example at the end of a pilot or when users change roles, remove the extension by reversing the deployment policy. You have two options.

Option 1: Remove users from the target group

Remove agent users from the security group or Entra ID group that your extension policy targets. When the next policy refresh runs, the extension is uninstalled from those users' browsers. Users who remain in the group continue to receive the extension.

This is the recommended approach for routine lifecycle changes such as role reassignments.

Option 2: Block the extension

To actively prevent the extension from being installed or used, change the policy payload's installation_mode from force_installed to blocked. The browser uninstalls the extension at the next policy refresh and prevents future installations.

Google Chrome and Microsoft Edge

{
  "cjmichfmnimgeoadokmeaiclklkdccod": {
    "installation_mode": "blocked"
  }
}

Mozilla Firefox

{
  "amazon_connect_extension@amazon.com": {
    "installation_mode": "blocked"
  }
}

If you deploy through the Windows registry, change the installation_mode value from force_installed to blocked under the user-scope registry paths listed in Windows user-scope registry example. You can leave the other values in place; blocked takes precedence.

Effect on recordings after removal

After the extension is removed or blocked, contacts handled by those agents are recorded without redaction applied. The contact records flag these recordings as unredacted. If rule-based redaction is required for compliance, route contacts only to agents whose security profile and browser still have the extension deployed.

What happens if the extension is disabled during a contact

If the extension is uninstalled or disabled while a recorded contact is active, browser URLs stop being reported to the Connect Customer Client Application for the remainder of the contact. URL rules can no longer match, and browser pages that should be redacted by URL may appear in the recording. Window title rules continue to match as normal.

To restore redaction for new contacts, reinstall or re-enable the extension before the next contact begins.