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Amazon Connect troubleshooting

Last Update: Nov 2024 • Est. Read Time: 2 MIN
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Kustomer’s Amazon Connect integration allows agents to interact with Amazon’s CCP all within Kustomer. This article outlines troubleshooting steps to follow when problems occur and what you can do to fix them.

In this article

Check your AWS console settings

To use Amazon Connect with Kustomer, your Kustomer organization URL needs to be added as a trusted URL in your AWS Console settings. If it isn’t, data won’t be ingested into Kustomer correctly. You can verify that your URL is allowed by following these steps.

Check your browser settings

The most common issues with Amazon Connect involve browser settings. You can run Amazon Connect’s Endpoint Test to check that your web browser is configured correctly.

You will need to address any red X marks appearing in your results individually. If a red X mark appears under Mic, Cam, or Speakers, then these items most likely haven’t been turned on in your browser settings. You can follow these instructions to turn on microphone and sound access on Chrome, our preferred web browser. 

If a red X mark appears under Browser, then the browser version you are using is not supported. Amazon Connect is only supported on the last three versions of Chrome and Firefox and is not supported on Edge. Follow your browser instructions to update it to the latest version.

Additionally, having multiple Kustomer tabs open at once along with a web browser’s cache and cookie settings can disrupt traffic between Kustomer and Amazon Connect. To continue troubleshooting, first ensure that you are only running Kustomer in one tab. Then, try clearing the cache and cookies on your web browser, and ensure that your cookie settings for both Kustomer and Amazon Connect are set to Allow.

You can follow these instructions to check your cookie settings and clear your cache on Chrome.

Check your network settings

If your internet network is blocking traffic between Kustomer or Amazon Connect, then the integration won’t work correctly. Please ensure that the Kustomer and Amazon Connect domains listed in the linked articles have been allowed in your network settings.

If you are using a VPN, try disconnecting from it, if possible. If the issue doesn’t occur when you aren’t connected to your VPN, then the problem is most likely coming from a VPN configuration issue and will require further support from your VPN provider.

Amazon Connect is also easily affected by network latency, so a slow internet connection can cause many issues. Amazon Connect’s minimum network requirement is 100 Kbps bandwidth per connected workstation. You can test your device’s connectivity here. If your results fall below the minimum requirement, then you will need to reach out to your internet service provider for next steps on how to increase this speed.

Contact Kustomer support

If the issue is still persisting after following the above troubleshooting steps, the next best step is to reach out to our Kustomer Support team. To assist our team with your request, please include the following information:

  1. Detailed description of the issue including screenshots of any error messages you see
  2. Troubleshooting steps that have already been tried
  3. Names of affected agents
  4. Screenshot of the Endpoint Connectivity test results
  5. Screenshot of the network connection test results
  6. Amazon Connect call logs
  7. Kustomer conversation URLs if applicable