Heartbeat Virtual Agent

How to create the Heartbeat virtual Agent

Operata Virtual Agent is an Amazon Connect agent that runs in a container.
It can be deployed onto Fargate with ECS via CloudFormation, here's how to create one.
Operata will provide details of the CloudFormation template (vml) before you start.

First step.
Operata Virtual Agent uses a real agent user in your Amazon Connect instance. Therefore, we will need to have an agent login created beforehand.

  • Log in to the Amazon Connect control panel
  • Navigate to the User Management page
  • Click on Add new users
  • Proceed with Create and set up a new user
  • Fill in the Agent Details as seen in the screenshot below

Please ensure that the Login name is operata-virtual-agent
Add the password for the agent and remember this (we will need this later on)

Click Save and proceed with Create users after verifying the user details

Now lets create the Virtual Agent itself..

  • Go to CloudFormation
  • Click on Create stack > With new resources (standard)
  • Input the CloudFormation template URL for the Operata Virtual Agent:

Input the password for the operata-virtual-agent user created in the Setup steps in the AgentPassword field
Input your Amazon Connect CCP URL in the CCPUrl field.
All other fields can be left blank.

  • Proceed with the CloudFormation steps and Create stack