Enable attachments in your CCP so customers and agents can share and upload files

1. Open the Connect Customer console at https://console.aws.amazon.com/connect/.

2. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Connect Customer URL. The following image shows the Connect Customer virtual contact center instances page, with a box around the instance alias.

   

3. On the Data storage page, under the Attachments, choose Edit, select Enable Attachments sharing, and then choose Save.

   Storage options appear, similar to the following image.

   

4. You can change the Amazon S3 bucket location where attachments are stored. By default, your existing Connect Customer bucket is used, with a new prefix for attachments.

   Note

   Currently, Connect Customer doesn’t support S3 buckets with Object Lock enabled.

   The attachments feature uses two Amazon S3 locations: a staging location and a final location.

   Note the following about the staging location:

   • The staging location is used as part of a business validation flow. Connect Customer uses it to validate the file size and type before it is available for download by using the GetAttachedFile or GetAttachment APIs.

   • The staging prefix is created by Connect Customer based on the bucket path you have selected. Specifically, it includes the S3 prefix for where you are saving files, with staging appended to it.

   • We recommend that you change the data retention policy for the staging prefix to one day. This way you won't be charged for storing the staging files. For instructions, see How do I create a lifecycle rule for an S3 bucket? in the Amazon S3 User Guide.

     Warning

     • Only change the lifecycle for the file staging location. If you accidentally change the lifecycle for the entire Amazon S3 bucket, all transcripts and attachments will be deleted.

     • S3 objects are permanently deleted if S3 bucket versioning is not enabled.

1. In the Connect Customer console, choose Users, Security profiles.

2. Select the security profile that you want to modify.

3. Expand the Settings section.

4. Under File attachments, choose the permissions to assign:

   • View — Allows users to view file attachment settings.

   • Edit — Allows users to view and modify file attachment settings, including attachment sizes and types.

   • All — Grants both View and Edit permissions for file attachment settings.

5. Choose Save.

To configure attachment file types and size limits

1. In the Connect Customer admin website, choose the Settings icon (gear icon) in the left navigation pane.

2. On the Attachments page, choose Edit.

   The following image shows the Attachments page in read-only mode.

   

3. Under Channels, choose Configure each channel and service individually to set different file types and size limits per channel. Alternatively, choose Apply one configuration to all channels and services to use the same settings across your entire instance.

4. Select the channel tab that you want to configure: Email, Chat, Tasks, or Cases.

5. To add a custom file extension, enter the extension in the Add file extensions field and choose Add extension. To remove an allowed file type, choose the X next to the extension.

6. Under Maximum file size, use the slider or enter a value to set the maximum attachment size for the selected channel.

   • For Chat, Tasks, and Cases, you can configure the maximum file size from 1 MB to 100 MB.

   • For Email, the maximum file size is 20 MB. You can reduce this limit but cannot exceed 20 MB.

   The following image shows the attachment configuration in edit mode.

   

7. Choose Save.

To configure CORS on the attachments bucket

1. Find the name of the Amazon S3 bucket for storing attachments:

   1. Open the Connect Customer console at https://console.aws.amazon.com/connect/.

   2. In the Connect Customer console, choose Data storage, and locate the Amazon S3 bucket name.

2. Open the Amazon S3 console at https://console.aws.amazon.com/s3/.

3. In the Amazon S3 console, select your Amazon S3 bucket.

4. Choose the Permissions tab, and then scroll down to the Cross-origin resource sharing (CORS) section.

5. Add a CORS policy that has one of the following rules on your attachments bucket. For example CORS policies, see Cross-origin resource sharing: Use-case scenarios in the Amazon S3 Developer Guide.

   • Option 1: List the endpoints from where attachments will be sent and received, such as the name of your business web site. This rule allows cross-origin PUT and GET requests from your website (for example, http://www.example1.com).

     Your CORS policy may look similar to the following example:

     [
         {                               
             "AllowedMethods": [
                 "PUT",
                 "GET"            
             ],
             "AllowedOrigins": [
                 "http://www.example1.com", 
                 "http://www.example2.com" 
                 ],
            "AllowedHeaders": [
                 "*"
                 ]
         }    
     ]

   • Option 2: Add the * wildcard to AllowedOrigin. This rule allows cross-origin PUT and GET requests from all origins, so you don't have to list your endpoints.

     Your CORS policy may look similar to the following example:

     [
         {                               
             "AllowedMethods": [
                 "PUT",
                 "GET"            
             ],
             "AllowedOrigins": [
                 "*" 
                 ],
            "AllowedHeaders": [
                 "*"
                 ]
         }    
     ]