You can integrate Live Chat with AWS Chime to enable video chat functionality. This involves setting up an AWS Chime account with the necessary permissions and linking it to Sprinklr. To support video recording and transcription, you can additionally configure service-linked roles in AWS and set up an S3 bucket for storage.

Prerequisites

Before you begin, ensure the following prerequisites are met:

Active AWS Account with Chime SDK

• Ensure you have an active AWS account.

• The Amazon Chime SDK must be enabled and correctly configured.

• The AWS Region used for the Amazon Chime SDK should support both meeting control and meeting media. For more information, see Available AWS Regions for the Amazon Chime SDK.

Raise Support Tickets for IAM Role

Reach out to Sprinklr Support at tickets@sprinklr.com to activate the Video Call IAM role and enable Video Calling dynamic properties.

Cloud Provider Identity and Authentication Details

The cloud provider identity and authentication details that you need in Step 1 are listed in the section below.

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Set Up AWS Chime Account

In this section, you will create a role in your AWS account with the required permissions. Once the role is set up, you can add an AWS Chime account in Sprinklr.

Step 1: Create a Role in Your AWS Account 

Depending on your Sprinklr-hosting environment, see the relevant section:

{
    "Version": "Statement": [{
            "2012-10-17",
            "Sid": "prod3",
            "Effect": "Allow",
            "Principal": {
                "Federated": "<ARN of Identity Provider added in previous step>"
                "Action": "sts:AssumeRoleWithWebIdentity",
                "Condition": {
                    "StringEquals": {
                        "sts.windows.net/<TENANT_ID>/:sub": "<0BJECT_ID>",
                        "sts.windows.net/<TENANT_ID>/:aud": "<CLIENT_ID>"
                    }
                }
            }
        ]
    }

Step 2: Create AWS Chime Account in Sprinklr

1. Log in to Sprinklr.

2. Navigate to the Sprinklr's Accounts page:

Click the New Page (+) icon. Under Platform Modules, select All Settings. Search for Accounts and select it to open the Accounts page.

Alternatively, you can go directly to the Accounts page using this link: https://space.sprinklr.com/social/governance/accounts.

4. On the Accounts page, click Add Account.

5. In the search bar, type AWS Chime, then select it from the search results.

6. On the Add AWS Chime Account screen, enter the following key AWS Chime account details.

Add Support for Video Chat Recording and Transcription

You can record and transcribe video calls using AWS Chime in Live Chat. To enable this functionality, follow these steps:

1. Create AWS service-linked roles.

2. Create an S3 bucket to store recordings and transcripts.

3. Add the service-linked role and S3 bucket details to the AWS Chime account in Sprinklr.

Create Service-Linked Roles for Recording and Transcription

Follow these steps:

1. Log in to your AWS account.

2. Go to IAM Console.

3. Click Role > Create role.

For recording, in Trusted entity type, select AWS service. In Use case section, select Chime - SDK Media Pipelines.

For transcription, in Use case section, select Chime - Live Transcription.

Create an S3 Bucket with Policy for Recording and Transcription

This step is to create an Amazon S3 buckect and configure it to store Chime recordings and transcripts.

Follow these steps:

1. Log in to your AWS account.

2. Navigate to the Amazon S3 service.

3. In the left-hand menu, click Buckets.

4. Click the Create bucket button.

5. For Bucket type, select General purpose. Enter the bucket name.

6. Edit the bucket. In the Permissions page, add bucket policy to allow Media Capture Pipelines to put objects.

Bucket policy:

{     "Version": "2012-10-17",     "Id": "AWSChimeMediaCaptureBucketPolicy",     "Statement": [         {             "Sid": "AWSChimeMediaCaptureBucketPolicy",             "Effect": "Allow",             "Principal": {                 "Service": "chime.amazonaws.com"             },             "Action": [                 "s3:PutObject",                 "s3:PutObjectAcl"             ],             "Resource": "arn:aws:s3:::[bucket_name]/*"         }     ] }

Add the Bucket Name and AWS Account ID to the Chime account in Sprinklr

Follow these steps:

1. Log in to Sprinklr.

2. Navigate to the Sprinklr Accounts page.

Click the New Page (+) icon. Under Platform Modules, select All Settings. Search for Accounts and select it to open the Accounts page.

Alternatively, you can go directly to the Accounts page using this link: https://space.sprinklr.com/social/governance/accounts.

4. On the Accounts page, find the AWS Chime account you added.

5. Click the three-dot icon alongside the AWS Chime account. On the options menu, click Edit.

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6. Add the AWS S3 Bucket name and AWS Chime Account ID.

The video chat recordings will be saved in the AWS S3 bucket.