Initial Amazon Connect configuration

Before your Ada team can enable the Amazon Connect integration, complete the following prerequisite steps in your AWS account and Amazon Connect instance. Once finished, share the collected information with your Ada representative.

Collect your Amazon Connect identifiers

You’ll need the following information from your Amazon Connect setup before proceeding.

To collect your Amazon Connect identifiers:

1. AWS Region — the region where your Amazon Connect instance is hosted (e.g. us-east-1).
2. Amazon Connect Instance ID — visible in the AWS Console under Amazon Connect → Instances. The instance ID is the UUID after /instance/ in the instance ARN.

Create an SNS topic for chat streaming

The integration receives agent messages and chat-ended events from Amazon Connect through an Amazon SNS topic. Create a Standard SNS topic in the same region as your Amazon Connect instance.

To create the SNS topic:

1. In the AWS Console, navigate to Amazon SNS → Topics and create a new Standard topic in the same AWS region as your Amazon Connect instance. Name it something recognizable (e.g. ada-amazon-connect-chat-events).
2. Note the topic’s ARN (Amazon Resource Name) — it has the format arn:aws:sns:<region>:<account-id>:<topic-name>.
3. Add an access policy to the topic that allows Amazon Connect to publish to it. Use the following statement, replacing <topic-arn>, <region>, <account-id>, and <instance-id> with your values:

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{
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  "Version": "2012-10-17",
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  "Statement": [
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    {
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      "Effect": "Allow",
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      "Principal": { "Service": "connect.amazonaws.com" },
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      "Action": "sns:Publish",
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      "Resource": "<topic-arn>",
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      "Condition": {
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        "ArnLike": {
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          "aws:SourceArn": "arn:aws:connect:<region>:<account-id>:instance/<instance-id>/*"
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        }
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      }
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    }
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  ]
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}

Add an HTTPS subscription to the SNS topic

Amazon SNS needs to know where to deliver chat events. Add an HTTPS subscription to the SNS topic pointing at Ada’s webhook URL for your AI Agent’s cluster.

To add the HTTPS subscription:

1. In the AWS Console, navigate to Amazon SNS → Topics and select the topic you just created.
2. Click Create subscription.
3. Set the following values:
   • Protocol: HTTPS
   • Endpoint: Ada’s webhook URL, based on your AI Agent’s cluster:
     • US & CA: https://solutions.ada.support/messaging-connectors/amazon-connect/webhooks/sns
     • EU: https://solutions.eu.ada.support/messaging-connectors/amazon-connect/webhooks/sns
   • Leave all other settings as their defaults.
4. Click Create subscription.

Create an IAM user for the integration

Create a dedicated IAM user that the integration uses to call the Amazon Connect APIs.

To create the IAM user:

1. In the AWS IAM console, create a new user (e.g. ada-amazon-connect-integration).
2. Attach an inline policy with the following permissions, replacing <region>, <account-id>, <instance-id>, and <topic-name> with your values:

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{
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  "Version": "2012-10-17",
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  "Statement": [
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    {
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      "Effect": "Allow",
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      "Action": [
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        "connect:StartChatContact",
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        "connect:StartContactStreaming",
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        "connect:DescribeQueue",
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        "connect:GetEffectiveHoursOfOperations",
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        "connect:GetAttachedFile",
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        "connect:StartAttachedFileUpload"
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      ],
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      "Resource": "arn:aws:connect:<region>:<account-id>:instance/<instance-id>/*"
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    },
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    {
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      "Effect": "Allow",
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      "Action": [
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        "sns:ConfirmSubscription",
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        "sns:Unsubscribe"
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      ],
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      "Resource": "arn:aws:sns:<region>:<account-id>:<topic-name>"
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    }
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  ]
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}

3. Generate an Access Key ID and Secret Access Key pair for the user via Security credentials → Create access key.

Share with your Ada team

Once the prerequisites above are complete, share the following with your Ada representative. Your Ada team will complete the remaining backend configuration.

1. AWS Region (e.g. us-east-1)
2. Amazon Connect Instance ID
3. SNS Topic ARN
4. AWS Access Key ID
5. AWS Secret Access Key — share this securely, not in a shared channel
6. (Optional) Chat Duration in minutes — sets the maximum lifetime of each chat session, between 60 and 10,080 minutes. If unset, Amazon Connect uses its default of 25 hours (1,500 minutes).