Browsers supported by Amazon Connect

Important

Trying to contact Amazon support? See Amazon Customer Service (Amazon orders and deliveries) or AWS Support (Amazon Web Services).

Before you work with Amazon Connect, verify that your browser is supported using the following table.

Browser	Version	How to check your version
Google Chrome	Latest three versions	Open Chrome and type chrome://version in your address bar. The version is in the Google Chrome field at the top of the results.
Microsoft Edge Chromium	Latest three versions	Open Edge. On the menu, choose Help and feedback and then choose About Microsoft Edge. The version number is listed in the About section.
Mozilla Firefox	Latest three versions	Open Firefox. On the menu, choose the Help icon and then choose About Firefox. The version number is listed under the Firefox name. Please see Issues with Firefox.
Mozilla Firefox ESR	Versions are supported until their Firefox end-of-life date. For details, see the Firefox ESR release calendar.	Open Firefox. On the menu, choose the Help icon and then choose About Firefox. The version number is listed under the Firefox name.

For more requirements, see Agent headset and workstation requirements for using the Contact Control Panel (CCP).

Browsers on mobile devices

The Amazon Connect console, Contact Control Panel (CCP), and agent workspace do not support mobile browsers. However, your agents can forward the audio portion of the call to their mobile device. For instructions, see Forward calls in the Amazon Connect CCP to a mobile device (iPhone, Android).

Supported browsers and mobile OS for in-app, web, and video calling capabilities

• Amazon Chime SDK for iOS and Android:

  • iOS version 13 and later

  • Android OS version 8.1 and later, ARM and ARM64 architecture

• Web browsers for out-of-the-box communications widget and JS SDK

  • Latest three versions of Google Chrome, Firefox, Safari, and Microsoft Edge Chromium on MacOS, Windows, iOS, and Android.

For more information, see Set up in-app, web, video calling, and screen sharing capabilities.

The communications widget supports browser notifications for desktop devices. For more information, see Send browser notifications to customers when chat messages arrive.

Issues with Firefox

Firefox browser guidance for Microphone Access

The Amazon Connect CCP conforms to Firefox microphone usage guidance, and only has access to connect to the user's microphone when the CCP tab is in focus. This may lead to missed call scenarios when the CCP tab is not in focus, for example, if the agent focused on a different tab or application.

• Agents must focus on the CCP or Agent Workspace Firefox browser tab when they accept and connect to a voice contact.

Issue with Firefox version 86

The following issue may occur if you embed the Amazon Connect Contact Control Panel (CCP) into your agent application and your users access the Amazon Connect CCP using the Firefox web browser with Enhanced Tracking Protection browser setting set to Strict.

An upgrade to Firefox, specifically Firefox non-ESR version 86 released on February 23, 2021, introduced Total Cookie Protection which modified cookie sharing behavior across sites for users with Enhanced Tracking Protection set to Strict (Firefox defaults to Standard). Users with this specific browser setting and version combination may be unable to access the Amazon Connect CCP when embedded in another application, preventing them from handling contacts.

To prevent impact to your users (agents), we recommend that your users do one of the following:

• Confirm (or set) Enhanced Tracking Protection as Standard in their browser settings. Users can do this by following these instructions provided by Mozilla: Adjust your global Enhanced Tracking Protection settings.

• Do not upgrade their Firefox browser version to v86 or higher.

• Use Google Chrome or Microsoft Edge to access the Amazon Connect CCP.