Agentforce Voice allows a Salesforce AI agent to join live calls in Amazon Connect. Agentforce Voice runs in Salesforce, separate from your Amazon Connect instance. The two services communicate over a secure WebSocket connection using Amazon’s Agent-to-Agent (A2A) protocol.
Here's how a call flows.
- Amazon Connect opens a real-time connection to Salesforce. To secure the connection, Amazon Connect sends a signed token that proves the request comes from your Amazon Connect instance.
- Salesforce routes the call to the Agentforce agent.
- Amazon Connect streams the caller's audio to Agentforce Voice and plays the agent's responses back to the caller. The Agentforce agent speaks to the caller in its own voice.
- When the conversation ends, Agentforce Voice returns control of the call to the Amazon Connect AI agent.