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Try Salesforce Voice in Your Sandbox
You can test out Salesforce Voice (formerly Service Cloud Voice) with your telephony provider in your sandbox. Before you set up Voice in a sandbox, follow these best practices to prepare the environment and to migrate data.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
Instructions and guidelines for using Salesforce Voice in a sandbox vary based on your telephony provider. Work with your telephony provider to request this content. This information applies to the Amazon Connect telephony provider only.
To learn how to refresh your Salesforce Voice with Amazon Connect sandbox, go to the Salesforce Voice with Telephony Providers Implementation Guide.
When you set up Voice in a sandbox, Salesforce creates an Amazon Web Services (AWS) subaccount and an Amazon Connect instance for you. When you create a contact center in Service Cloud Voice in your sandbox, Salesforce creates an Amazon Connect instance for you. Charges for your Amazon usage in the sandbox are charged to the production org.
To access Amazon Web Services documentation, go to https://docs.aws.amazon.com.
If Voice is set up in a sandbox, only do a Partial Copy sandbox refresh. If you do a full refresh, you have to set up Voice again.
When you’re finished using Voice in your sandbox, delete your Amazon Connect instance, so your org doesn’t incur more charges for Amazon Connect usage.
Delete Existing Contact Centers
If you already have a contact center set up in your Salesforce production org, follow these steps before setting up Voice in your sandbox:
- Copy the data from your production org to the sandbox.
- Delete the call center information from the sandbox.
- Disable the identity provider.
- Delete the contact center. When you delete the contact center, the external client app and external client app data are also deleted.
For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, when you delete the contact center, the connected app and connected app data are also deleted.
Migrate Data from Amazon Web Services
Migrate this data from AWS from your production org to your sandbox. Alternatively, if you’re ready to use Voice in production, you can migrate the data from your sandbox to your production org.
- Import Voice sample contact flows into Amazon Connect.
- Salesforce creates an Amazon Connect instance when you create a contact center in Voice. If you have other Connect instance configurations, you must manually reconfigure them.
- By default, Salesforce makes the Voice Lambda functions available in your Connect instance when you create your contact center. If you have other Lambda functions, migrate them to the new Connect instance.
Migrate Data from Salesforce
Migrate this data from your Salesforce production org to the sandbox. Alternatively, if you’re ready to use Voice in production, you can migrate the data from your sandbox to your production org.
- Migrate the contact center information.
- Migrate users associated with the contact center. Use the Data Loader to migrate users.
- Export and deploy the configuration files from the external client app.
For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, export and deploy the configuration files from the connected app.
Delete Instance and Close AWS Account
Refer to Amazon documentation to delete your Amazon Connect instance and close your AWS account.
