Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon
Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service
Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls,
outbound calls, callbacks, and call transfers.
Required Editions
This article applies to:
Salesforce Voice with Amazon Connect
Salesforce Voice with Partner Telephony from Amazon Connect
Before you customize them, test them by making inbound and outbound calls, transferring calls,
and requesting callbacks. After you verify that they work, customize them to implement your
business logic and improve your customers’ experience.
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