---
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title: How Amazon Connect and Salesforce Work Together with Real-Time Streaming
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locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_amazon_connect_realtime_overview.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_amazon_connect_realtime_overview.htm&release=264.0.0&type=5
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content_hash: 453bd5747e942b7cd753aa3d497ed55def91ef9aaa59b1b471e989b4f8841563
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# How Amazon Connect and Salesforce Work Together with Real-Time Streaming

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.

1. 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.
2. Salesforce routes the call to the Agentforce agent.
3. 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.
4. When the conversation ends, Agentforce Voice returns control of the call to the Amazon Connect AI agent.