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Salesforce Voice - Couldn't Add User to Your Service Contact Center

Julkaisupäivä: Apr 3, 2026
Kuvaus

If you update a routing profile name - "Basic Routing Profile" in the AWS console and Amazon Connect instance name will not allow any "Basic Routing Profile", you will be unable to add users to contact centers on your end.

If you ever get the error while adding a user to Salesforce Voice (formerly Service Cloud Voice) contact center, please review the following:

1. It is because in Salesforce Voice, we can't relabel the "Basic Routing Profile' as Voice needs that routing profile to assign to any new users. Therefore, if you want a different routing profile, best is to clone the one that comes out of the box and rename that.

2. Salesforce Voice assumes "Basic Routing Profile" exists in the Amazon Connect instance. You might have changed the name of this profile and is no longer matching with this label.

Ratkaisu

When you encounter issues while adding users to the contact center in Salesforce Voice, you can rename an existing routing profile to "Basic Routing Profile" or create a new one with that name.

Please review the document on how to create a routing profile or rename an existing one: https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html

Knowledge-artikkelin numero

000388812

 
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Salesforce Help | Article