Building Third Party Services in the Amazon Connect Agent Workspace

What is a Third Party (3P) Service?

Third party (3P) services are headless applications that customers can build and integrate into Amazon Connect agent workspace. Services begin running when the workspace loads and remain active throughout the workspace session. They can perform various background tasks and enhance the agent experience, such as:

• Listening to contact events: Services can monitor events like contact connection, disconnection, or entering After Contact Work (ACW) state.

• Launching applications: Services can automatically open specific applications based on certain triggers or conditions.

• Implementing custom authentication flows: Services can ensure users complete necessary authentication processes for third-party applications as soon as the workspace starts.

Why use a Third Party Service?

Third party services allow you to implement background processes and automate tasks throughout the agent workspace session. They provide powerful capabilities for establishing contact event listeners, enabling custom authentication flows, and managing other workspace-wide functionality.

Common Use Cases for 3P Services

These are common use cases for third party services:

• Automatically launch specific applications when an agent enters After Contact Work (ACW).

• Ensure critical applications are always running by automatically launching them during workspace startup.

• Control application visibility by automatically bringing specific apps into focus based on contact events or other triggers.

• Implement custom contact handling logic to determine what happens when agents accept or leave contacts.

• Manage authentication flows that need to run when the workspace loads.

Understanding when to use each option

When to use a third party application

Choose a third party application when you need:

• Features that can be opened and closed during the agent's workflow

• Functionality that needs to be visible and directly interactive for the agent

When to use a third party service

Choose a third party service when you need:

• To implement workspace-wide event listeners and handlers

• Automatic background processes that should run throughout the workspace session

• To automate tasks that don't require direct agent interaction

• To control the behavior and state of other applications in the workspace