Salesforce Contact Center with Amazon Connect Limitations and Considerations

Consider these limitations for Salesforce Contact Center with Amazon Connect.

This article applies to:

Setup and Feature Support

Salesforce Contact Center with Amazon Connect isn’t currently available for Salesforce Voice with Amazon Connect.
Salesforce Contact Center with Amazon Connect doesn’t support Agentforce Service Agent (ASA).
Salesforce Contact Center with Amazon Connect conversations are not supported on the business-initiated message composer.

To use Amazon Connect Chat and Messaging in a contact center, you must first set up an Amazon Connect Contact Center in Salesforce Voice and then add Messaging capabilities through Salesforce Contact Center with Amazon Connect.
To support the rep availability indicator for chat transfer, clone the Contact Center Bring Your Own Channel permission set and assign the cloned permission set to contact center reps. If you use the Contact Center Bring Your Own Channel permission set directly, rep availability indicators won’t function as expected. See Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS for details.
Salesforce Voice with Amazon Connect doesn’t support Amazon Connect Chat and Messaging.
Amazon Connect Chat and Messaging in Salesforce has an attachment size limit of 5 MB.
Flow-triggered outbound messages aren’t supported for Amazon Connect and Messaging due to their integration architecture.
Amazon Connect Chat and Messaging in Salesforce doesn’t support Explicit Opt-In consent or Double Opt-In consent.
Amazon Connect Chat and Messaging in Salesforce isn’t compatible with Omni-Channel Unified Routing.