Integrating Amazon Connect with Momentum AI

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How the Integration Works

• Momentum calls the Amazon Connect API (SearchContacts → DescribeContact) on a recurring schedule to discover new voice calls.
• Recording audio is downloaded from your Connect recording S3 bucket using the AWS credentials you provide.
• Transcripts are generated by Momentum from that audio.

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Prerequisites

• An active AWS account with an Amazon Connect instance.
• Call recording enabled on the instance, with an S3 bucket configured for recordings.
• Admin access to AWS IAM to create a programmatic user and policy.
• Momentum workspace permissions to install and manage integrations.

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Amazon Connect - AWS Configuration

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Step 1: Create an IAM User

1. Go to AWS Console → IAM → Users → Create user.
2. User name: momentum-connect-integration (or any descriptive name).
3. Do not enable console access — this user only needs programmatic access.
4. Click Next.

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Step 2: Attach a Read-Only Policy

1. Select Attach policies directly.
2. Click Create policy (opens in a new tab).
3. Switch to the JSON tab and paste this policy:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "connect:SearchContacts",
        "connect:DescribeContact",
        "connect:SearchUsers",
        "connect:GetContactAttributes",
        "connect:ListUsers",
        "connect:DescribeUser"
      ],
      "Resource": [
        "arn:aws:connect:*:*:instance/YOUR_INSTANCE_ID",
        "arn:aws:connect:*:*:instance/YOUR_INSTANCE_ID/*"
      ]
    }
  ]
}

4. Replace YOUR_INSTANCE_ID with your Amazon Connect instance ID (see Step 4).
5. Name the policy MomentumConnectReadOnly and click Create policy.
6. Return to the Create user tab, refresh the policy list, attach MomentumConnectReadOnly, then click Next → Create user.

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Step 3: Generate Access Keys

1. Open the newly created user and go to the Security credentials tab.
2. Under Access keys, click Create access key.
3. Select Third-party service as the use case and acknowledge the notice.
4. Click Create access key.
5. Save both values — the secret key is only shown once:
   • Access key ID (starts with AKIA...)
   • Secret access key

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Step 4: Find Your Instance ID and Region

1. Go to AWS Console → Amazon Connect and click your instance alias.
2. The Instance ID appears in the URL: https://console.aws.amazon.com/connect/home?region=us-east-1#/instance/INSTANCE_ID/overview
   • Example: 12345678-1234-1234-1234-123456789012
3. The Region is also in the URL (for example, us-east-1).

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Step 5: Confirm Call Recording Is Enabled

1. Open your Amazon Connect instance and go to Data storage settings.
2. Verify that Call recordings is enabled with an S3 bucket configured.
3. In your contact flows, ensure a “Set recording and analytics behavior” block is included with Agent and Customer recording enabled.

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Add Credentials to Momentum

1. Log in to Momentum as an org admin and go to the Integrations page (Admin → Integrations).
2. Open the Amazon Connect integration to open the instance manager, then click Add Instance.
3. In the Add Amazon Connect Instance dialog, enter:
   • Label — a friendly name to tell this instance apart from others (for example, EMEA Contact Center).
   • AWS Instance ID — from Step 4 (the instance ID or ARN).
   • AWS Access Key ID — from Step 3.
   • AWS Secret Access Key — from Step 3.
   • AWS Region — from Step 4 (for example, us-east-1).
4. Click Add to save the instance. Its status shows Connected once Momentum validates the credentials.

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Where to Find Calls

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Assign AI License Seats

1. Log in to the Momentum admin page.
2. In the Team section, invite or locate users to license.
3. Open the user’s action menu and click Assign AI License (for a user who already has a seat, this option reads Recording Settings instead).
4. In the AI License Settings dialog, enable Amazon Connect Calls to sync that user’s calls, then save.

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Using Amazon Connect with Salesforce Voice (Service Cloud Voice)

• Momentum matches VoiceCall.VendorCallKey (the Amazon Connect contact ID) to resolve the related Contact, Lead, Account, or Case.
• The matched VoiceCall record can also serve as the write-back target for Momentum’s insights.
• If no matching VoiceCall record is found, Momentum falls back to standard Salesforce Task and Contact matching.

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Troubleshooting

• Slack: Use your shared Momentum channel
• Email: support@momentum.io

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FAQs