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Salesforce Voice AWS Resource-Related Error Occurs When Reconnecting to Existing Amazon Connect Instance

Fecha de publicación: Aug 27, 2025
Descripción
When reusing an existing Amazon Connect instance in Salesforce Voice (formerly Service Cloud Voice) with the "Use an existing Amazon Connect instance by entering the instance details" option, an AWS resource-related error may occur.
 
This is caused by AWS resources from an old contact center remaining on the AWS account.
Solución
As a prerequisite, each contact center must be linked to its own dedicated Amazon Connect instance. Reusing an existing contact center is not recommended.

Additionally, the specific errors and resolution methods vary depending on your AWS account configuration. Resolving these issues requires actions that cannot be rolled back.
Therefore, instead of using the "Use an existing Amazon Connect instance by entering the instance details" option, we strongly recommend using one of the following methods depending on your goal.

1. After refreshing a Sandbox
If you need to reconfigure Salesforce Voice after a Sandbox refresh, please follow the procedure described in the Salesforce Voice Implementation Guide below.


2. For all other cases
Please consider creating a contact center with a new Amazon Connect instance using the "(Recommended) Create an Amazon Connect instance" option.
Número del artículo de conocimiento

005132590

 
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Salesforce Help | Article