Salesforce Service Cloud Voice with Amazon Connect: Setup Guide 2026

Executive Quick Answer

Salesforce Voice with Amazon Connect integrates Amazon Connect telephony with Salesforce service workflows. It enables agents to work with supported voice interactions in Salesforce while using customer information and configured routing processes.

There are two important Amazon Connect deployment paths: a Salesforce-provisioned contact center and a bring-your-own Amazon Connect model. Choose the model based on AWS account ownership, existing infrastructure, setup responsibility, billing and feature requirements.

Current Salesforce terminology

Salesforce has reorganized its voice product naming. The former Service Cloud Voice with Amazon Connect model is now listed as Partner Contact Center with Amazon Connect. The existing-instance option is listed as Partner Contact Center with Amazon Connect (bring your own). Older names remain in help articles, developer documentation and search results. This guide uses both current and legacy terms where useful.

For the official terminology mapping, see Salesforce’s Voice Product Names Reference.

Which Amazon Connect Integration Model Should You Choose?

Before configuring the integration, decide which Amazon Connect model fits your organization. Salesforce documents different setup paths for a Salesforce-provisioned Amazon Connect contact center and an existing Amazon Connect environment that your organization manages.

Salesforce-provisioned Amazon Connect vs BYOA

Choose the Salesforce-provisioned model when you want a more guided setup and do not need to reuse an existing Amazon Connect environment. Consider BYOA when your organization already operates Amazon Connect or needs direct ownership of its AWS account and configuration.

Salesforce recommends reviewing whether a new Amazon Connect instance is appropriate for the best end-to-end Voice experience and access to the latest Voice features. An existing instance can be integrated through the bring-your-own model, subject to the documented requirements and limitations.

Read the official guides before choosing:

• Salesforce Voice with Amazon Connect setup
• Set up Voice with Partner Telephony from Amazon Connect
• Compare Salesforce Voice telephony models

How the Amazon Connect and Salesforce Voice Integration Works

The integration connects two main environments. Amazon Connect provides contact center and telephony capabilities, while Salesforce provides the CRM data, service workspace and agent workflow. The exact technical sequence depends on the selected telephony model and configuration.

Inbound Call Flow: From Phone Number to Salesforce Voice Call

1. Customer initiates a call: A customer calls a phone number configured in Amazon Connect.
2. Amazon Connect processes the contact: The configured contact flow handles the call and determines the next action, such as a greeting, IVR interaction or routing step.
3. Integration services exchange information: Depending on the architecture, configured AWS services and Salesforce integration APIs support the interaction and related data exchange.
4. Salesforce creates or updates voice data: The Salesforce Voice integration supports the Voice Call record and associated service workflow.
5. Agent receives the interaction: The configured routing and availability settings determine how the call reaches an agent.
6. Agent handles the call: The agent works in the Salesforce service workspace and accesses the customer information available to their role and configuration.
7. Post-call information is reviewed: Supported call details, recordings, transcripts and reporting data are handled according to the configured features and licenses.

Which Components Run in Salesforce and Which Run in AWS?

For implementation-level details, refer to the Salesforce Voice Developer Guide and the AWS architecture guide for integrating Amazon Connect with Salesforce.

Technical Architecture: APIs, AWS Lambda and Contact Flows

A production implementation may use multiple integration components. The exact services depend on the selected model, Salesforce setup path and any supported customizations. Avoid assuming that every deployment uses the same API calls or Lambda sequence.

Use the official Salesforce Voice Developer Guide for API and implementation details. Use the Amazon Connect Administrator Guide for AWS-side configuration.

Salesforce Contact Center with Amazon Connect vs Salesforce Voice

Salesforce Contact Center with Amazon Connect (SCC-AC) expands the integration beyond the earlier voice-only use case. It supports additional Amazon Connect digital-channel and routing capabilities in Salesforce, subject to its own prerequisites, architecture and feature limitations.

The distinction matters: Salesforce Voice with Amazon Connect and Salesforce Contact Center with Amazon Connect are not interchangeable names for every deployment. SCC-AC has specific requirements and is not available for every Amazon Connect telephony model.

For example, Salesforce’s current documentation states that SCC-AC is not available for the Salesforce Voice with Amazon Connect model. It also documents requirements and limitations for the bring-your-own Amazon Connect path. Review the specific model before designing an omnichannel rollout.

Read the AWS SCC-AC architecture overview and Salesforce’s SCC-AC limitations and considerations before planning additional channels.

1. Salesforce Voice with Amazon Connect: Prerequisites

Before starting the Salesforce Voice setup, confirm that your Salesforce environment, AWS account and user permissions are ready. The exact requirements depend on the telephony model you select.

• Salesforce edition and licensing: Confirm that your Salesforce org, edition and purchased Voice licenses support the intended deployment. Salesforce Voice with Telephony Providers has specific edition and add-on requirements.
• AWS account access: For the bring-your-own model, confirm that your team has access to the AWS account and Amazon Connect environment.
• Salesforce administrator access: Identify administrators who can access the required Setup pages and contact center configuration.
• Agent and supervisor permissions: Identify users who need Voice access, permission sets and presence-status access.
• Contact center requirements: Plan phone numbers, queues, routing profiles, operating hours and contact flows.
• Identity and domain readiness: Review My Domain and the identity configuration required by the selected integration path.
• Browser and device readiness: Validate supported browser behavior, microphone access and agent workstation requirements.

Start with Salesforce’s current Salesforce Voice setup and prerequisites guide rather than relying on a generic edition list. Licensing and supported editions can change.

2. Salesforce Voice with Amazon Connect: Identity Setup

Identity configuration establishes the authentication foundation for the integration. Complete the required domain and identity-provider steps according to the supported setup instructions for your selected model.

Step 1: Enable My Domain in Salesforce

1. Open Setup in Salesforce.
2. Search for My Domain.
3. Register your organization’s Salesforce domain if it has not already been configured.
4. Deploy the domain and verify that administrators and users can access Salesforce through the configured URL.

My Domain supports Salesforce authentication and application configuration. Completing this step early helps avoid domain-related issues later.

Step 2: Review Identity Provider and SSO Requirements

1. In Salesforce Setup, search for Identity Provider.
2. Review whether the selected integration architecture requires Salesforce Identity Provider configuration.
3. Complete the required authentication settings and save the configuration.
4. Follow the integration-specific instructions for establishing the authentication relationship with AWS.

Do not assume that enabling the Identity Provider alone completes single sign-on. The corresponding AWS and Salesforce configuration must also be completed according to the supported integration instructions.

3. Enable Salesforce Voice and Configure Amazon Connect

Once the prerequisites and identity settings are ready, enable the appropriate Voice functionality and configure the connection between Salesforce and Amazon Connect.

Step 3: Enable Salesforce Voice

1. Open Salesforce Setup.
2. Navigate to the Voice setup area available in your org.
3. Enable the relevant Salesforce Voice model and follow the configuration instructions.
4. Review the applicable terms, licensing details and permission assignments.

The exact setup page and available options may vary by product version and integration model. Follow the configuration flow presented for your Salesforce org.

Step 4: Create or Connect an Amazon Connect Contact Center

1. In Salesforce Setup, open the relevant Amazon Contact Centers or Voice setup area.
2. Select the contact center creation option for your selected deployment model.
3. Enter the requested configuration details and assign the appropriate administrator.
4. Complete the required AWS permissions and role configuration, following the instructions shown in the setup flow.
5. If using an existing Amazon Connect instance, verify that it meets the integration requirements before connecting it.

The Salesforce-provisioned model and bring-your-own model have different setup responsibilities. For BYOA, Salesforce documents the need for an appropriately configured AWS IAM role. Verify the AWS account, region and contact center before proceeding.

Step 5: Configure Telephony Provider Settings

Open the contact center record in Salesforce and review the telephony provider settings available for your model. Use the guided configuration to establish the connection between Salesforce and Amazon Connect.

Next, review the Amazon Connect configuration:

• Hours of operation and business availability.
• Queues and routing profiles.
• Inbound and outbound contact flows, where applicable.
• Phone numbers and their associated routing configuration.
• Permissions required by agents and supervisors.
• Any model-specific AWS services or integration components.

These settings determine how calls enter the contact center and reach agents. A successful connection alone does not guarantee that calls will route correctly.

4. Configure Salesforce Omni-Channel

Omni-Channel helps manage agent availability and work distribution across supported service channels. Configuring it correctly is important when voice interactions need to fit into existing service workflows.

For a deeper look at queues, routing configurations and skills-based routing, see our Salesforce Omni-Channel routing implementation guide.

Step 6: Create Presence Statuses

1. Navigate to Setup → Presence Statuses.
2. Create an appropriate status, such as Available for Calls.
3. Configure the supported channel availability options.
4. Save the status and confirm that it matches your routing requirements.

Step 7: Assign Presence Status Access

Make sure the relevant agent and supervisor users can access the required presence statuses. Review profile and permission-set assignments based on your Salesforce security model. Agents must be able to select the appropriate availability status for voice work to be routed as intended.

Step 8: Enable Omni-Channel

1. Search for Omni-Channel Settings in Salesforce Setup.
2. Enable Omni-Channel if it is not already active.
3. Review the routing configuration and confirm that the required voice and digital-channel settings are in place.
4. Save your changes and test agent availability.

Menu names and routing capabilities can vary depending on the Salesforce Voice implementation. Check the current Salesforce configuration instructions for your org before making production changes.

5. Configure the Salesforce Service Console

The Service Console brings the agent’s core service tools together. Adding the relevant utility components gives agents a consistent place to manage supported voice interactions while viewing customer information.

Step 9: Update the Service Console App

1. Open Setup → App Manager.
2. Locate your Service Console application or the console app used by your organization.
3. Select Edit and open the utility-item configuration.
4. Add the Omni-Channel utility component where supported.
5. Save and activate the application changes as required.

After configuration, agents can use the available console tools to manage their work. Depending on the Salesforce Voice setup and enabled features, the interface may support embedded call controls, call information, transcription and customer context. Verify the features enabled in your org instead of assuming they are available by default.

Example: Trace an Inbound Customer Call Through Salesforce and Amazon Connect

Consider an illustrative example of a customer calling a company’s support line to ask about an existing service request. The following sequence shows how a configured integration may support the interaction. It is an example, not a description of a specific Kizzy client deployment.

This example illustrates why implementation planning should cover the full customer journey, not just the connection between Salesforce and Amazon Connect.

Salesforce Voice with Amazon Connect: Limitations and Pre-Launch Checks

A successful connection does not mean every feature is supported in every deployment. Salesforce maintains separate documentation for general Voice limitations, Amazon Connect-specific limitations and model-specific restrictions.

The following areas deserve particular attention during implementation planning. Confirm the current applicability of each limitation for your exact telephony model and release.

Use Salesforce’s official Salesforce Voice Limits and Limitations page as the source of truth. Also review the SCC-AC-specific limitations if you are extending the deployment beyond voice.

Limitations reviewed against Salesforce documentation on 13 November 2026. Check the linked documentation again before production deployment.

Amazon Connect CTI Adapter and Open CTI: What to Plan Before 2028

Organizations using the Amazon Connect Salesforce CTI Adapter should review the adapter’s release notes and Salesforce’s Open CTI deprecation guidance as part of their long-term integration planning.

The AWS-hosted Amazon Connect Salesforce CTI Adapter release notes state that Open CTI API support ends after February 2028 and identify supported alternatives to consider. This is a migration-planning issue for teams using the affected adapter. It does not mean every Amazon Connect customer has the same migration requirement or should automatically move to the same replacement.

Migration Paths: Salesforce Voice, SCC-AC or Amazon Connect Agent Workspace

Review the following options against your existing architecture and business requirements:

• Salesforce Voice with Amazon Connect: Consider the Salesforce Voice integration when you want supported Amazon Connect telephony capabilities within Salesforce’s service workspace.
• Salesforce Contact Center with Amazon Connect: Evaluate SCC-AC when your requirements extend into supported digital channels and unified contact center capabilities. Confirm model eligibility and limitations.
• Amazon Connect Agent Workspace: Review this option if your organization wants to assess an Amazon Connect-centered agent experience rather than the existing Salesforce CTI approach.

Read the Amazon Connect Salesforce CTI Adapter release notes and the current Salesforce deprecation guidance. The deprecation timeline and recommended alternatives should be rechecked before publication and during migration planning.

Migration note checked: 13 November 2026.

6. Salesforce Voice with Amazon Connect: Testing Checklist

Before deploying the integration to your entire service team, test it in a controlled environment. Validate the complete call journey rather than checking only whether the contact center connects successfully.

• Agent access: Confirm that each test user has the required licenses, permissions and presence-status access.
• Inbound calls: Verify that calls reach the correct queue and are routed to available agents.
• Outbound calls: Test outbound calling if it is part of your implementation.
• Customer context: Confirm that the expected customer or case information is accessible to agents.
• Audio and browser behavior: Test microphone permissions, supported browsers and behavior after reconnecting or refreshing the console.
• Routing and availability: Confirm that changes in agent presence and queue configuration produce the expected routing behavior.
• Supervisor access: Verify that supervisors can access the monitoring and management capabilities assigned to their roles.
• Transcription and recording: Validate the features enabled in your model and confirm that data is handled according to your organization’s policies.
• Failure handling: Test what happens when a contact flow, integration function or downstream service does not respond as expected.
• Usage and reporting: Confirm that the required call and usage reports are available to administrators.

Document errors and test again after configuration changes. For production readiness, also review your support process, escalation path and monitoring requirements. See our Salesforce Service Cloud implementation checklist for the wider rollout.

7. Transcription, Contact Lens and AI-Assisted Service Workflows

Salesforce Voice implementations can support real-time transcription and other call-related capabilities through the applicable Amazon Connect services or telephony-provider configuration. The available features depend on the selected model, service setup, licensing and current product limitations.

Real-Time Transcription and Contact Lens

Amazon Transcribe and Contact Lens for Amazon Connect are relevant AWS services to evaluate when planning voice transcription and conversation analytics. Review the specific transcription method supported by your Salesforce Voice configuration, including applicable duration and service limits.

Do not assume that every transcription capability, analytics feature or recording control is included automatically. Confirm the required AWS services, Salesforce licenses, data retention settings and regional availability.

AI Agents and Voice Workflows

AI-assisted service workflows can extend the contact center experience through supported Salesforce and AWS capabilities. However, the availability of an AI voice agent is not the same as enabling Salesforce Voice or Contact Lens. It requires a separate solution design, feature and license validation, and appropriate governance.

If you are evaluating AI voice agents, review the use case separately from the telephony integration. Consider customer authentication, escalation to human agents, conversation context, consent, data access and monitoring.

For Salesforce AI and Agentforce implementation requirements, explore Agentforce consulting services.

How Salesforce Voice with Amazon Connect Is Billed

Salesforce Voice licensing and Amazon Connect usage costs depend on the deployment model. The bundled and bring-your-own options have different billing arrangements. We do not quote fixed prices here because pricing can vary by region, edition, contract and usage.

• Per-user licensing: Salesforce pricing is based on the selected Voice model and applicable user licenses.
• Bundled Amazon Connect usage: Salesforce documentation describes platform-minute tiers and usage reporting for the bundled model. Check the current pricing page and your order form for the applicable terms.
• Bring-your-own telephony: Salesforce and AWS billing are separate. Your organization is responsible for reviewing AWS usage in its own account.
• Additional AWS services: Review the terms for any required add-ons or restrictions before using additional AWS services in a Salesforce-provisioned environment.

For current pricing, consult Salesforce’s Voice pricing page, your Salesforce order form and the applicable AWS pricing information.

For additional AWS service restrictions in the bundled model, review the Additional AWS Services add-on license documentation.

Practical tip: Review Salesforce licensing and telephony usage together each month. A cost forecast based on user seats alone may not account for AWS usage, call volume or other applicable services.

Common Salesforce Voice and Amazon Connect Setup Errors

Many implementation issues can be traced to configuration gaps across Salesforce permissions, AWS roles, contact flows, routing or browser settings. Use this table as a troubleshooting starting point.

8. Benefits of Salesforce Voice with Amazon Connect

When implemented correctly, the integration can support several operational improvements:

• A unified agent workspace: Agents can handle supported voice interactions within Salesforce instead of continually switching between separate systems.
• Better customer context: Access to relevant CRM records can help agents understand a customer’s history during service interactions.
• Structured call routing: Queues, routing profiles and agent availability help direct calls according to configured rules.
• AI-assisted service workflows: Supported transcription and conversation-analysis features can help agents capture information and work with call insights.
• Operational visibility: Configured reporting and monitoring capabilities can help service leaders review performance and identify opportunities for improvement.
• Integration flexibility: The available deployment models allow organizations to evaluate Salesforce-provisioned infrastructure or an existing Amazon Connect environment.

Actual results depend on licensing, configuration, call volume, data quality, agent training and the features enabled in your environment. Define measurable service goals before rollout so you can evaluate whether the integration is meeting business needs.

Related Salesforce Implementation Guides

If you are planning a wider Salesforce service or integration project, these resources can help with related implementation decisions:

• What Is Salesforce Voice? – Understand Salesforce’s voice capabilities and terminology.
• Salesforce Omni-Channel Routing Implementation Guide – Review routing, queues and agent availability.
• Salesforce Integration Services – Explore Salesforce integration planning and implementation.
• Salesforce Service Cloud Implementation Checklist – Prepare for a broader service platform rollout.
• Agentforce Consulting Services – Explore AI and Agentforce implementation options.

Frequently Asked Questions About Salesforce Voice with Amazon Connect