AWS Services Used
All Symbee Connect functionality is managed and maintained within the Symbee Connect cloud, and not within your AWS Account. We take the responsibility of regularly maintaining, upgrading, and enhancing the Symbee Connect solution.
That said, the primary purpose of Symbee Connect is to provide turn-key "no code required" features and core base functionality that enable easier and simpler usage of AWS Services in your account that relate to Customer Engagement and Customer Service management, delivered as a Software-as-a-Service (SaaS) cloud solution.
Additionally, security is our primary concern. As such, our mandate is to keep the functionality managed 100% within our SaaS cloud, but not your data, customer information, or end-user AWS service usage. Your data and customer information belongs and resides within your AWS account.
As a result, the following is a potential list of all AWS Services that may be used in your AWS account, depending on which optional Symbee Connect features you make use of and choose to deploy.
| AWS Service | Module (if applicable) | Nature of Usage |
|---|---|---|
| IAM | Roles | The main SymbeeManagementRole, plus other IAM Roles for Symbee Connect deployed Lambda's etc. |
| IAM | Policies | IAM Policies created that get added to the above Roles when necessary. |
| IAM | Identity providers | If you are using SSO, you need access to be able to maintain this. |
| CloudFormation | Symbee Connect feature and channel-related CloudFormations. | |
| Secrets Manager | The main SYMBEE_CONNECT_API_KEY is held/stored as a Secret in Secrets Manager. | |
| AWS Lambda | Various CloudFormations deploy Lambda functions for integration with various AWS services and interaction back to the Symbee Connect cloud. |
|
| Amazon S3 | General purpose buckets |
All Symbee Connect feature-related buckets start with names of "sc-…". These exist in your account to adhere to our security policy of all customer data always being held in the customers account, and not the Symbee Connect cloud. |
| DynamoDB | Tables | Some Symbee Connect features/channels make use of DynamoDB tables (Preview Channel, DNC Lists, Optimize Evaluations, and Interaction Search). These exist in your account to adhere to our security policy of all customer data always being held in the customers account, and not the Symbee Connect cloud. |
| Amazon Chime | Chime SDK | Symbee Connect user-to-user calling, user-direct outbound PSTN calling, and DID inbound calling features use the Chime SDK. |
| Amazon Comprehend | Symbee Connect Chat mixed-language translation features. | |
| Amazon Connect | (Obvious) | |
| Amazon Kinesis | Data streams | Amazon Connect and Symbee Connect stream event data for various purposes into Kinesis streams in your AWS account. |
| Amazon Kinesis | Data firehose | Streamed data is persisted to S3 via Firehoses. |
| Amazon Kinesis Video Streams | Used by Symbee Connect Voicemail features. | |
| Amazon Pinpoint | Symbee Connect legacy deployments still support the use of Pinpoint until Pinpoint service's end-of-life. |
|
| Amazon Transcribe | Used by Symbee Connect Voicemail features, and Chat mixed-language translation features. |
|
| AWS End User Messaging | SMS | Symbee Connect SMS integration with AWS EUM uses this. |
| Simple Email Service (SES) | Used by the Symbee Connect Email Channel, and Group-based Voicemail delivery. | |
| Simple Notification Service (SNS) | Symbee Connect Chat and SMS integration. | |
| Simple Queue Service (SQS) | Symbee Connect Chat and SMS integration. | |
| Amazon CloudWatch | Logs, Logs Insights |
Access for troubleshooting (Lambda logs, Connect logs, Lex logs, and others). |
| Amazon QuickSight | Symbee Connect Business Intelligence (SCBI) / reporting. | |
| Amazon Athena | Symbee Connect Business Intelligence (SCBI) / reporting. | |
| Amazon Glue | Symbee Connect Business Intelligence (SCBI) / reporting. |