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Integrating AWS managed applications with Connect Customer Streams - Agent Workspace
Connect Customer StreamsAWS managed applicationsConnect Customer SDKAppManagerIntegration architecture

Integrating AWS managed applications with Connect Customer Streams

This guide demonstrates how to integrate AWS managed applications with your existing applications built using Connect Customer Streams. This integration extends your custom agent application with AWS managed applications from the Connect Customer agent workspace. By embedding AWS managed applications into your custom agent application, you can leverage their features without additional development effort, while maintaining control over application access through Security Profiles.

Connect Customer Streams

Connect Customer Streams is a JavaScript library that integrates the Contact Control Panel (CCP) and other agent functionality into existing web applications. This library enables you to embed the CCP user interface as well as handle agent and contact state events so that you can build a custom agent application. See the Connect Customer Streams documentation.

AWS managed applications

Connect Customer provides AWS managed applications, such as Worklist that are accessible in the Connect Customer agent workspace.

Connect Customer SDK

The Connect Customer SDK is a collection of packages that helps you build applications that interact with and extend Connect Customer's native functionality. See the Connect Customer SDK repository on GitHub. .

AppManager

AppManager provides APIs to discover, launch, and manage AWS managed applications. It's available within the Connect Customer SDK @amazon-connect/app-manager package.

Integration architecture

The following diagram illustrates the components and integration flow for AWS managed applications using Streams and AppManager.

Integration architecture diagram showing AWS managed applications with Streams and AppManager.

Application launch follows this sequence:

  1. Your web application initializes the CCP with the AppManager plugin.

  2. The launchApp method in AppManager is invoked with the application name or Amazon Resource Name (ARN).

  3. AppManager creates an AppHost object to manage the application instance.

  4. An iframe element is provided to the AppHost.

  5. AppManager configures the iframe with appropriate URL and security attributes.

  6. The application loads and establishes secure communication.