Feature Integrations (CloudFormations)

The links in this menu are AWS CloudFormation scripts for specific optional Symbee Connect features that require functionality to run within your AWS account. For an overview of CloudFormations, and how Symbee Connect uses them - see the CloudFormations - Overview and Purpose section.

The scripts are dynamically generated based on your administration settings and are specific to the Symbee Connect Environment they are downloaded from.

If you have multiple Symbee Connect Environments configured, make sure to download the scripts from this page while within the appropriately selected Environment. (See the Environment Selector in the top navigation bar).

Symbee Connect Integration CloudFormation

This CloudFormation has to be the very FIRST CloudFormation run.

Use of any of the optional Symbee Connect features below requires an IAM Role in your account, and a trusted API Key to allow your account access back to the Symbee Connect API's.

This CloudFormation script provisions an IAM Role (SymbeeManagementRole) and configures an API Key in your AWS Secrets Manager, with an associated automatic rotation policy.

See here for more information about running this CloudFormation.

Hours of Operation CloudFormation

Creates the Lambda Function to allow use of the Hours of Operation tables in Amazon Connect contact flows.

Creates associated IAM Role for the Lambda and CloudWatch event to keep the Lambda warm.

See here for more information about running this CloudFormation.

FlowPoint CloudFormation

Creates the Lambda Function and associated IAM Role for use in Contact Flows, to support the Flow Points and Flow Control Tables functionality.

See here for more information about running this CloudFormation.

Amazon Connect Management and Real-time Statistics CloudFormation

Allows your Amazon Connect Users, Queues and Contact Flow names to be visible in this Administration Portal, and supports access to Real-time Statistics for your Amazon Connect queues.

Creates an IAM Policy to allow access to the Management and Metrics API's of your Amazon Connect instance.

See here for more information about running this CloudFormation.

Interaction Search CloudFormation

Creates a DynamoDB table and Lambda function for collecting Interaction history for Searching, and an S3 bucket used for temporary storage of search exports. Creates the associated IAM Role for the Lambda, and policies that allow access to DynamoDB and S3.

Amazon Chime CloudFormation

Creates an IAM Policy that allows access to the Chime API in your AWS account.

See here for more information about running this CloudFormation.

Optimize CloudFormation

Creates the S3 bucket and associated IAM Policy for Optimize screen recordings and Evaluations.

See here for more information about running this CloudFormation.

Amazon Connect Chat Integration CloudFormation

Creates an IAM Policy allowing access to the Connect StartChat and Chat Participant API's of your Amazon Connect instance.

See here for more information about running this CloudFormation.

Voicemail and Direct Dialing CloudFormation

Creates the S3 bucket and Lambda Function to support the Voicemail functionality. Also deploys an additional Lambda that can be used in Amazon Connect Contact Flows to resolve Phone Numbers and Extensions to Agents for Direct Dialing. Creates associated IAM Role for the Lambdas.

See here for more information about running this CloudFormation.

Preview Dial CloudFormation

Creates the Dynamo tables, S3 bucket, and Lambda Functions to support the Preview Dial channel functionality. Creates an associated IAM Role for the Lambdas.

See here for more information about running this CloudFormation.

Email Channel CloudFormation

Creates the S3 bucket, Lambda Function, SES Rule-Set and associated SES Rule to support the Email channel functionality. Creates associated IAM Role for the Lambda.

See here for more information about running this CloudFormation.

Amazon Pinpoint SMS CloudFormation

Creates an SNS Topic, Lambda Function and associated IAM Role for the Amazon Pinpoint SMS functionality.

See here for more information about running this CloudFormation.

Pause/Resume CloudFormation

Creates the Lambda Function and associated IAM Role to support the Pause/Resume functionality.

Do Not Call CloudFormation

Creates an S3 bucket and Lambda function for DNC List loads, and associated IAM Role Policies that allow access to Dynamo tables.

See here for more information about running this CloudFormation.

Data Feeds and Reporting CloudFormations

Two CloudFormations are available.

The first Data Feeds and Reporting CloudFormation creates the Kinesis Streams, Firehoses, S3 buckets, and supporting IAM policies to receive your reporting data and Interaction events via the Reporting framework. You can use this CloudFormation to receive all your data into your AWS Account and implement your own custom reporting solution, or use the Symbee Connect Business Intelligence solution. You can also use this CloudFormation if you have the need to build a custom integration into a backend system that relies on interaction completion events. See here for more information about running this CloudFormation.

The second Symbee Connect Business Intelligence with QuickSight CloudFormation is optional, and is the main installation CloudFormation template for the Symbee Connect Business Intelligence solution. It deploys additional Kinesis Firehoses, Glue and Athena resources, and Amazon QuickSight resources. This CloudFormation depends on resources created by the first Data Feeds and Reporting CloudFormation above. If running this CloudFormation, run the Data Feeds and Reporting CloudFormation first. See here for more information about running this CloudFormation.

Audit History CloudFormation

Creates a Kinesis stream to receive Change history activity events, and adds an IAM policy to allow write to the Kinesis stream.

See here for more information about running this CloudFormation.

Salesforce CloudFormation

Creates the Lambda Function and associated IAM Role for the Salesforce integration functionality.

See here for more information about running this CloudFormation.

Dynamics 365 CloudFormation

Dynamics 365 CloudFormation script.

NetSuite CloudFormation

Creates the Lambda Function and associated IAM Role for the NetSuite integration functionality.

See here for more information about running this CloudFormation.

Zendesk CloudFormation

Creates the Lambda Function and associated IAM Role for the Zendesk integration functionality.

See here for more information about running this CloudFormation.

Clio CloudFormation script

Creates the Lambda Function and associated IAM Role for the Clio CRM integration functionality.

Zoho CloudFormation script

Creates the Lambda Function and associated IAM Role for the Zoho CRM integration functionality.