Enhanced Domains and Salesforce Voice - Spring ‘23

Prepare for the Winter ‘24 release when enhanced domains must be enabled in all orgs.

• Salesforce Voice with Amazon Connect. If Salesforce created a new AWS Account and provisioned a new Amazon Connect instance for you, you don’t have to do anything. When enhanced domains are enabled, we’ll automatically take care of everything behind the scenes.
• Salesforce Voice with Partner Telephony from Amazon Connect (Provisioned)
  • If Salesforce used an existing AWS Account to provision a new Amazon Connect instance, you don’t have to do anything. When enhanced domains are enabled, we’ll automatically take care of everything behind the scenes.
• Salesforce Voice with Partner Telephony from Amazon Connect (Import XML)
  • If you used an existing AWS Account to manually provision an Amazon Connect instance using XML import files, perform one-time steps to ensure users can log in and use Salesforce Voice.
• Salesforce Voice with Partner Telephony. If your telephony provider is not Amazon Connect, perform the one-time steps in the Salesforce Voice with Partner Telephony section.

Salesforce Voice with Amazon Connect

If Salesforce created a new AWS Account and provisioned a new Amazon Connect instance for you, you don’t have to do anything. When enhanced domains are enabled, we’ll automatically take care of everything behind the scenes.

If you want to keep your customized AWS Lambda functions, you can roll back the Lambda function updates. Refer to the Roll Back an AWS Lambda Function Update After Enhanced Domains is Enabled section for steps.

Salesforce Voice with Partner Telephony from Amazon Connect (Provisioned)

If you originally set up Salesforce Voice by provisioning the Amazon Connect instance through Salesforce, you don’t have to do anything. When enhanced domains are enabled, we’ll automatically take care of everything behind the scenes.

If you want to keep your customized AWS Lambda functions, you can roll back the Lambda function updates. Refer to the Roll Back an AWS Lambda Function Update After Enhanced Domains is Enabled section for steps.

Salesforce Voice with Partner Telephony from Amazon Connect (Import XML)

If you used an existing AWS Account to manually provision an Amazon Connect instance using XML import files, perform the following one-time steps to ensure users can log in and use Salesforce Voice.

After you’ve performed the steps, if you want to keep your customized AWS Lambda functions, you can roll back the Lambda function updates. Refer to the Roll Back an AWS Lambda Function Update After Enhanced Domains is Enabled section for steps.

1. If single sign-on isn’t working, update the Salesforce Identity Provider metadata.
   1. From Setup, in the Quick Find box, enter My Domain, and then select Identity Provider.
   2. Click Download Metadata, and then save the metadata XML file to your computer.
   3. From the AWS Management Console, go to the IAM dashboard.
   4. Go to Access management > Identity providers.

5. Click the AmazonConnectSFDC identity provider or your previously configured identity provider, click Replace metadata, and replace the metadata XML file with the copy you saved to your computer.
6. Save your changes.

2. If the Lambda functions aren’t working, update the SCRT Endpoint URL (ScrtEndpointUrl) in all of the impacted Lambda functions with the new URL. The following SCRT Endpoint URL will change after enhanced domains are enabled.

ScrtEndpointUrl:

Type: String

Default: salesforce-scrt-endpoint-url

Description: Salesforce realtime server endpoint URL

You can update the SCRT Endpoint URLs through CloudFormation or by manually updating the URL in each of the impacted Lambda functions.

To update the SCRT Endpoint URLs through CloudFormation:

1. From Setup, in the Quick Find box, enter My Domain, and then select My Domain.
2. Copy the Current My Domain URL. The URL should be “with enhanced domains,” indicating that enhanced domains are enabled.
3. From the AWS Management Console, go to CloudFormation > Stacks > ServerlessApplicationStack.
4. Click the name of the stack you want to change.
5. Click the Parameters tab.
6. Change the value of the ScrtEndpointUrl key to the My Domain URL you copied. For example, if your My Domain URL is MyDomainName.my.salesforce.com, then the ScrtEndpointUrl value is https://MyDomainName.my.salesforce-scrt.com.

To update the SCRT Endpoint URL in each of the impacted Lambda functions:

1. From Setup, in the Quick Find box, enter My Domain, and then select My Domain.
2. Copy the Current My Domain URL. The URL should be “with enhanced domains,” indicating that enhanced domains are enabled.
3. From the AWS Management Console, go to the AWS Lambda service and select Functions.
4. In the Function name list, click the name of the function.
5. Click the Configuration tab, select Environment variables, and then click Edit.
6. Change the value of the ScrtEndpointUrl key to the My Domain URL you copied. For example, if your My Domain URL is MyDomainName.my.salesforce.com, then the ScrtEndpointUrl value is https://MyDomainName.my.salesforce-scrt.com.
7. Click Save.

3. If you use any Lambda functions that invoke Salesforce REST API endpoint, update the environment variables for those Lambda functions.
   1. From the AWS Management Console, go to the AWS Lambda service and select Functions.
   2. In the Function name list, click the name of the function.
   3. Click the Configuration tab, select Environment variables, and then click Edit.
   4. Change the value of the SALESFORCE_AUTH_ENDPOINT My Domain to the URL you copied. For example, https://MyDomainName.my.salesforce.com/services/oauth2/token.

To verify your My Domain name, from Salesforce, go to Salesforce > Setup > MyDomain.

5. Change the value of the SALESFORCE_REST_API_ENDPOINT_BASE My Domain to the URL you copied. For example, https://MyDomainName.my.salesforce.com/services/data/v<##.#>.
6. Click Save.

Salesforce Voice with Partner Telephony

If you originally set up Salesforce Voice with a partner telephony that’s not Amazon Connect, perform the following one-time steps after Enhanced Domains is enabled. 

1. Enable enhanced domains if it’s disabled.
2. Provision and deploy the new My Domain.
3. Update all hard-coded connect API URLs, Telephony REST API endpoints, and references to the SCRT2 URL with the new URLs. Make sure to update the My Domain login URL for the sandbox because it changes with enhanced domains. If you don’t update the URL, users won’t be able to log in.
4. Optionally implement the Apex interface service_cloud_voice.UpdateOrgDomainProvider to get notified of future My Domain changes in your org. The interface contains an API that’s called whenever the MyDomain URL changes and sends the updated domain information to the implementation partner who can then update the affected URLs.

Disable Enhanced Domains

This configuration applies to the following telephony model:

• Salesforce Voice with Amazon Connect
• Salesforce Voice with Partner Telephony from Amazon Connect
• Salesforce Voice with Partner Telephony

You can temporarily disable enhanced domains. However, we highly recommend that you enable enhanced domains well in advance of the Winter ‘24 release to give yourself enough time to test your environments with the new settings. 

1. From Setup, in the Quick Find box, enter My Domain, and then select My Domain.
2. In the Routing section, click Edit.
3. Deselect Enhanced Domains.
4. Deselect Stabilize Visualforce, Experience Builder, Site.com Studio, and content file URLs if it was deselected before Spring '23.
5. Click Save.
6. Click Deploy New Domain.

Roll Back an AWS Lambda Function Update After Enhanced Domains is Enabled

This configuration applies to the following telephony model:

• Salesforce Voice with Amazon Connect
• Salesforce Voice with Partner Telephony from Amazon Connect

If you have customized AWS Lambda functions and don’t want them to be replaced with the latest, upgraded versions when enhanced domains is enabled, you can roll back the Lambda update. To do this, after you perform the rollback, manually update certain environment variable URLs in your Lambda functions to point to the new, enhanced domains URL version.

To roll back a Lambda function update that’s triggered when enhanced domains is enabled:

1. Follow the steps in the Roll Back a Lambda Update to roll back the Lambda functions.
2. From Setup, in the Quick Find box, enter My Domain, and then select My Domain.
3. Write down the Current My Domain URL. The URL should be “with enhanced domains,” indicating that enhanced domains are enabled.
4. From the AWS Lambda console, selection Functions.
5. Update the Lambda function environment variables with the new enhanced domains URL. Repeat this for each Lambda function.
   1. Click the name of the function to open its details page.
   2. Click the Configuration tab, then select Environment variables, and then click Edit.
   3. Find any environment variables that include the Salesforce domain or SCRT2 URL, and change those URLs to the enhanced domains version you wrote down.
   4. Save your changes.

See also:

• Salesforce Help: Enhanced Domains 
• Knowledge Article: Enhanced Domains and their Impact on Salesforce Voice
• Developer Guide: Salesforce Voice for Partner Telephony Apex Reference