Get started with Contact Center AI Platform

This guide walks you through the process of enabling Contact Center AI Platform and setting up a sandbox instance. Please contact your account team to sign the offline order form that allows you to access CCAI Platform.

Set up your Google Cloud project for CCAI Platform

  1. Sign in to Google Cloud console

  2. Go to the project selector page

    You can either choose an existing project or create a new one. For more information about creating a project, see Create and manage projects.

  3. If you create a new project, you will be prompted to link a billing account to this project. If you are using a pre-existing project, make sure that you have billing enabled.

    Learn how to confirm that billing is enabled for your project

  4. Confirm with Support that your project has been granted quota. If it hasn't, you will not be able to create an instance. Your Google account team can reach out to Support to get CCAI Platform instance quota granted to your Google Cloud Platform project. If you do not know your Google account team, submit a support ticket that includes your Cloud project ID and its associated billing ID. After the ticket is submitted, quota is typically granted in 24-48 hours.

  5. Make sure that the following IAM permissions are assigned to the identity of the person creating the instance. See IAM roles for more information. In the main Google Cloud Platform menu, navigate to IAM & Admin > IAM. Click on the edit button (pencil icon) next to the identity you want to use. Navigate to the Select a role menu and select one of the following required roles. Click +ADD ANOTHER ROLE, then select the second required role and click SAVE:

    • Contact Center AI Platform Admin
    • Service Usage Admin

Create a CCAI Platform instance

  1. Navigate to the CCAI Console.

  2. Select your project in the drop-down menu at the top of the screen.

  3. Under Solutions, click on CCAI Platform.

  4. Enable the Contact Center AI Platform API.

  5. To create a new instance, click Create New.

  6. Enter the following information:

    1. Display name: A name to help you identify which contact center instance this is, such as dev-business unit 1, prod, or testing. You can change the name after the instance is created.

    2. Location: A Google Cloud Platform data center location where the CCAI Platform instance will be created. This cannot be changed after the instance is created.

    3. Domain prefix: The prefix for a URL to access your contact center instance. For example, if you enter my-contact-center, your contact center URL will be This cannot be changed after the instance is created.

    4. Instance size:

      • X-Small (up to 20 agents, free)
      • Small (up to 250 agents)
      • Medium (up to 1600 agents)
      • Large (up to 3800 agents)
      • X-Large (up to 14000 agents)
      • 2X-Large (up to 38000 agents)
      • 3X-Large ( up to 100000 agents)
    5. Login configuration: CCAI Platform login can be configured to either leverage a username and password that is managed by the CCAI Platform instance, or to use Single Sign On (SSO).

      • Email and password
        • Provide the initial administrator email address and password. These credentials will be used when the instance is initially created.
        • Admin details: Given name, family name and email address.
      • SSO
        • SAML
        • SSO URL (optional): Only required to enable SSO.
        • Entity Id (optional): A URL where the SAML identity provider exposes the configuration.
        • Certificate (optional): SAML certificate.

What's next

Create a sample contact center that can route live calls to billing and support agents.