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Custom Storage Configuration (Beta)


Note: This feature is only available to subscribers of an Enterprise plan.


Configuring Custom Storage for an AWS S3 Bucket 

The following instructions will assist the application administrator in configuring Talkdesk’s custom storage solution for Amazon Web Service (AWS). For additional help, please contact

Please note that existing recordings will be made inaccessible and legacy recording migrations are not yet possible. Also, voicemail transcripts are not available when using custom storage. All other workflows and logic tied to your recordings (access permissions, deletion policy) will remain the same.

Part 1: Set up your S3 bucket

1. Navigate and log in to

2. Search and select “S3” [1]:3. Click “Create Bucket” [2]

4. Name the bucket (no spaces) and select the appropriate region [3]

5. Click “Create” [4]:


Part 2: Set up a custom policy

1. Click your name on the top right of the screen and select “My Security Credentials” [5]:

2. Click “Policies” [6]

3. Click “Create Policy” [7]:

4. Click “Create Your Own Policy” [8]:

5. Use the following [9]:

  • “Policy Name” = Talkdesk-storage-policy
  • “Description” = Policy used by Talkdesk to save recording files to the bucket.
  • Policy Document (copy and paste the below):


  • Replace the above BUCKETNAME with the name of your custom bucket [10]
  • Click “Validate Policy” [11]
  • Click “Create Policy” [12]:


Part 3: Begin configuration within Talkdesk

  1. In a new tab or window, navigate and log in to the Talkdesk application (
  2. Click the Admin key icon at the top of the screen [13]
  3. Click “Preferences” [14]
  4. Scroll down until you see the setting “Data Storage Provider”
  5. Click “Change Provider” [15]:
  6. A warning will be displayed to let you know pre-existing recordings from Talkdesk will become unavailable once you change to a custom storage. Press ‘Continue’ [16]:
  7. Select “Amazon AWS” for Storage Provider [17]
  8. Select the applicable Region [18]
  9. Enter the applicable bucket name in “Bucket” [19]:
  10. Leave this page open for now


Part 4: Set up a role

  1. Navigate back to your AWS S3 bucket
  2. Click “Roles” [20]
  3. Click “Create New Role” [21]:
  4. “Role Name” = Talkdesk-storage-role [22]
  5. Click “Next Step” [23]:
  6. Click “Role for Cross-Account Access” [24]
  7. Select “Provide access between your AWS account and a 3rd party AWS account” [25]
  8. Click “Next Step” [26]:
  9. “Account ID” = numerical string found within the “Amazon Account Resource Name” field of the configuration dialog box in Talkdesk [27]
  10. “External ID” = character string found in the “Talkdesk Account Id” field of the configuration dialog box in Talkdesk [28]
  11. Click “Next Step” [29]:
  12. Search for and select the “Talkdesk-storage-policy” [30]
  13. Click “Next Step” [31]:
  14. Copy the “Role ARN” field [32]
  15. Click “Create Role” [33]:


Part 5: Complete configuration within Talkdesk

  1. Navigate back to the configuration dialog box within Talkdesk
  2. Paste the Role ARN into the “Amazon Resource Name” field of the dialog box [34]
  3. Click “Validate” [35]:
  4. Click “OK” on the successful installation prompt.

Note: Once you now press Save and effectively change your storage provider to AWS, it is no longer possible to edit the provider, bucket, or any of the associated settings. If you need to revert or change anything, please reach out to

      5. Once ready click “Save” at the bottom of the page.

You’re all set! The configuration is complete and effective immediately. All new recordings will be directed to your AWS S3 bucket. No additional steps or maintenance required.

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