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Import Messaging and Mixed Queues from Amazon Connect
Import Amazon Connect queues that handle messaging, voice, or both into your Salesforce contact center. The import creates contact center queues with the correct supported objects based on each routing profile’s channel configuration.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To import queues from Amazon Connect: | Salesforce Voice Contact Center Admin |
Before you import:
- Verify that queue management is enabled.
- Verify that your contact center is on version 22.0 or later to support messaging queues.
- Verify that your Amazon Connect routing profiles are configured with the correct channel settings (Voice, Chat, or both).
The import maps Amazon Connect users to Salesforce users based on the Salesforce user ID in each Amazon username. If an Amazon Connect user can’t be mapped, Salesforce skips that user and doesn’t sync the membership.
The import doesn’t delete existing Salesforce contact center queues. It synchronizes queue membership and updates supported objects based on the routing profile’s channel configuration.
During import, Salesforce processes routing profiles in batches of 10 to comply with Amazon Connect’s 10-request-per-second API limit. For contact centers with many routing profiles, the import can take several minutes. You receive an email notification when the import is complete.
The import maps these queue types:
- Voice Only: Queues associated with routing profiles that have only Voice enabled. Salesforce assigns the VoiceCall object as the supported object.
- Messaging Only: Queues associated with routing profiles that have only Chat enabled on the Amazon side. During import, Salesforce assigns both the VoiceCall and MessagingSession objects as supported objects.
- Mixed: Queues associated with routing profiles that have both Voice and Chat enabled. Salesforce assigns both the VoiceCall and MessagingSession objects as supported objects.
- From Setup, in the Quick Find box, enter Contact Centers, and then select Amazon Contact Centers.
- Click the contact center name to open it.
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On the contact center details page, click Import.
Salesforce begins importing routing profiles and queues from Amazon Connect. Salesforce processes routing profiles in batches of 10. The import creates contact center queues based on Amazon Connect queues, contact center groups based on routing profiles, and maps contact center users to Amazon Connect users.
Wait for the email notification confirming that the import is complete. Salesforce sends the email to the admin who started the import. For large contact centers with many routing profiles, the import can take several minutes.
After import:
- Verify that imported queues have the correct supported objects (VoiceCall, MessagingSession, or both) in the contact center’s queue details.
- Verify that contact center groups are associated with their Amazon Connect routing profiles.
- If needed, add more queues or groups manually. When you add queues to a contact center group, Salesforce automatically updates the routing profile with the correct channels.
- To continuously synchronize changes in your contact center queues and groups with Amazon Connect, keep queue management enabled.
- For contact center groups with messaging queues, configure the maximum concurrent chats value in the group details. This setting controls how many chat sessions each rep in the group can handle at the same time (1–10). The value syncs with the Amazon Connect routing profile.
