Enable URL restriction for screen sharing - Amazon Connect
Step 1: Create an allowed URLs listStep 2: Add script to your website list

Enable URL restriction for screen sharing

You can manage the URLs that your customers and agents are allowed to share during the contact. This enables you to achieve enhanced security and privacy. When a customer or agent shares a URL that is not allowlisted, they receive an error message and the screen share video is automatically paused and blacked out.

Important

The following browsers are supported:

  • Chrome version 109 and later

  • Edge version 109 and later

Agents and customers can share only the browser tab. They cannot share the window or entire screen. If you enable this feature and your customers or agents use an unsupported browser, window, or the entire screen, they will receive an error.

Complete the following steps to enable URL restriction for screen sharing.

Step 1: Create an allowed URLs list

You configure the lists of allowed URLs by using predefined attributes. Complete the following steps.

  1. In the Amazon Connect admin website, choose Routing, Predefined attributes, Add predefined attribute.

  2. In the Add predefined attributes section, in the Predefined attribute box, add one of the following.

    • To create allowed list for customer screen sharing, enter screensharing:customer-allowed-urls.

    • To create allowed list for agent screen sharing, enter screensharing:agent-allowed-urls.

  3. In the Value box, enter the allowed URL. It can be a fully formatted URL or a string pattern for substring matching, such as https://mycompany or /mytransactions. The following table shows examples of valid formats.

    Allowed URL website URL

    https://mycompany.com

    https://mycompany.com

    /mytransactions

    https://mycompany.com/mytransactions

    https://othercompany.com/mytrasactions.com

    mycompany.com

    https://mycompany.com

    https://internal.mycompany.com

  4. Save the list. The URLs appear on the Predefined attributes page, as shown in the following example.

    The Predefined attributes page.

Step 2: Add script to your website list

You need to embed a script into your website so the URL of the page can be exposed to the capturing application. You get the capture handler from a file on the Amazon CloudFront endpoint that Amazon Connect hosts. Complete the following instructions.

  1. In the Amazon Connect admin website, choose Channels, Communicate widgets. On your Communication widget summary page, look for the widget script. Get the endpoint from the s.src attribute, as shown in the following example.

    The Widget script.

    The endpoint can be in a different AWS Region than your Amazon Connect instance. For best performance, we recommend using the same Region as your Amazon Connect instance.

  2. Replace the following placeholder ${endpoint} with the value from previous step. Copy the entire code snippet and paste it on the top level of your website.

    <script type="text/javascript" src='${endpoint}/amazon-connect-url-restriction.js'></script>