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Create Your Amazon Connect Contact Center
Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.
Required Editions
For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you set up the contact center in Voice.
This article applies to:
- Salesforce Voice with Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view the Amazon Contact Centers page: | Customize Application AND Manage Call Centers |
| To create and manage a contact center: | Salesforce Voice Contact Center Admin |
- Before starting this task, assign the Salesforce Voice Contact Center Admin permission set to at least one user and find out where your contact center is physically located.
- From Setup, in the Quick Find box, enter Amazon Setup, then select Amazon Setup.
-
In the Set Up Your Contact Center section, click Create Contact
Center. The Create Contact Center wizard opens.
Note You can also create a contact center by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting Amazon Contact Centers. In the Contact Center list view, click New to start the wizard. - Enter a display name for your contact center.
- Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters.
-
Select the region that’s closest to where your contact center is located
geographically. The list is populated with the AWS regions that support Amazon
Connect.
Note For information about AWS regions that support Amazon Connect, see Region Table in the AWS documentation. However, due to a contractual obligation specifically for Salesforce Voice with Amazon Connect, US East (N. Virginia) isn’t available.
- Click Next.
- Select at least one administrator for the contact center. The list is populated with users who already have the Salesforce Voice Contact Center Admin and Salesforce Voice Contact Center Rep permission sets. To assign more users to the contact center, you must first assign them the correct permission sets.
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Click Done. The window closes. It can take a few minutes to
create the contact center.
After the contact center is created, you can manage it by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting Amazon Contact Centers.
If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. The email contains details about why the failure occurred. For example, the contact center fails to be created if Amazon doesn’t have the required resources.
When you create the contact center, Salesforce creates these objects:
- Default for Voice routing configuration. You can use this routing configuration to route calls.
- SCV Basic Queue queue. If needed, you can assign calls to this default queue.
- External client app and assigns a permission set to your contact center admins.Note For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you created the contact center in Voice. The Single Sign-On Connected App and REST API OAuth Connected App were created and a connected app permission set assigned to your contact center admins.
