Amazon Connect Agent Workspace links do not work

We didn't have an issue with having a URL in a customer profile. Can you share what you're setting?

The issue you're experiencing with links in the Amazon Connect Agent Workspace not working directly is likely related to how the Agent Workspace handles iframes and content security policies. To resolve this problem, you'll need to make some adjustments to how your application or content is configured.

Here are some steps you can take to address this issue:

1. Content Security Policy: Ensure that the application or website hosting your linked files has the correct Content Security Policy header set. The recommended policy should include:

   Content-Security-Policy: frame-ancestors https://.awsapps.com https://.my.connect.aws;

   This allows your content to be embedded within the Amazon Connect domain.

2. URL Compatibility: Verify that the URLs you're using for your files can be iframed. Not all URLs can be embedded in iframes, which could explain why opening in a new tab works but not within the Agent Workspace.

3. Application Configuration: If you're using a third-party application to serve these files, make sure it's properly configured in your Amazon Connect instance. You may need to add the domain of your file hosting service to the approved origins list in the application configuration.

4. Browser Settings: The error message in Chrome suggests that there might be a browser extension or setting blocking the content. Ensure that there are no browser extensions interfering with the content loading.

5. File Hosting: Consider hosting your files on a service that is compatible with being embedded in iframes and meets the security requirements of Amazon Connect.

If you've implemented these changes and are still experiencing issues, you may need to contact AWS Support or the developer of your file hosting solution for further assistance. They can help ensure that your setup is compatible with the Amazon Connect Agent Workspace's security and embedding requirements.

Remember, these changes are necessary to maintain the security and integrity of the Agent Workspace while allowing your agents to access the required information efficiently.

Sources
Use third-party applications in your Amazon Connect agent workspace - Amazon Connect
Recommendations and best practices for Amazon Connect Agent Workspace - Agent Workspace