Amazon Account Requirements

Virtual Calls uses Amazon EventBridge API Destinations to connect events from Amazon Chime SDK to Salesforce Platform Events. Use your own Amazon Account to set up Virtual Calls.

The Amazon Chime SDK and Amazon Chime APIs provide the backend support for the Virtual Calls feature in the video session between customer and operator. Virtual Calls closed captioning employs real-time streaming of audio to Amazon Transcribe Medical for processing the transcript and to record the results.

Ask the AWS administrator to follow these guidelines to set up the AWS account to implement Virtual Calls:

• Dedicate an AWS account to the Salesforce Virtual Calls Console application workload
• Run an AWS CloudFormation template to create the necessary resources
• Provide access to the AWS Console
• Install the AWS Command Line Interface
• Create a Connected App with Salesforce

When you enable Virtual Calls, accept the disclaimer on the confirmation screen.

Important Review the disclaimer closely before accepting it. The integration with your BYOA AWS Services isn’t covered by your organization’s MSA with Salesforce.