Configure Amazon Connect to hand off live voice calls to a voice-enabled Agentforce Service agent.
Configure the Amazon orchestration AI agent by using the Amazon Q in Connect API. Amazon Connect doesn't have a console page for this configuration.
- Create the orchestration AI agent.
- Turn on audio streaming.
- Configure the agent to hand off the call to Agentforce Voice on the first turn.
- Publish a version of the agent before you use it in a contact flow.
Sign each setup request with AWS Signature Version 4 (SigV4). Use the AWS Command Line
Interface (CLI) for most commands. The CLI doesn't support the request fields for the A2A
application or for the multi-agent AI agent configuration, so use awscurl for
those commands.
- Before You Begin
Complete these prerequisites before you configure Amazon Connect. - Configure AWS Access
Confirm that your Amazon account can create resources for Agentforce Voice with Real-Time Streaming. Configure settings using your root user account or grant the required permissions to an IAM user or role. - Create a Q in Connect Assistant
Create a Q in Connect assistant and associate it with the Amazon Connect instance. - Configure WebSocket Authentication for Agentforce Voice
When a call enters Amazon Connect, Amazon Connect opens a real-time connection to Salesforce and routes the call to the Agentforce agent. To secure the connection, Amazon Connect sends an API key (referred to by Salesforce as a JWT token) and stores it in AWS Secrets Manager. The token authenticates requests from your Amazon Connect instance. Authentication steps vary depending on whether you use Salesforce Voice with Telephony Providers. - Register the A2A Application
Create an Agent-to-Agent (A2A) server application that points Amazon Connect at your public Agentforce WebSocket URL and JWT secret. Save the application ID and ARN, and confirm the application type, URL, authentication type, and JWT secret ARN. - Associate the Application with the Amazon Connect Instance
Add the registered A2A application to this Amazon Connect instance so the instance can open the Agentforce WebSocket. Use the application ARN returned when you registered the application. - Create the Security Profile
Create a dedicated Amazon Connect security profile for the third-party A2A integration. This profile becomes the authorization boundary between the Amazon Q orchestration agent and the external Salesforce A2A application. - Allow the Application on the Security Profile
Allow the A2A application on the Connect AI agent’s security profile, and associate that profile with the agent. Connect can’t hand the voice contact to Agentforce until the profile allows the application. - Add Agentforce as the Voice Collaborator
Create an orchestration AI agent that hands the voice contact to Agentforce on the first turn, with Agentforce using its own voice. Save the agent configuration and create the agent. Connect streams PCM audio at 8 kHz, 16 kHz, or 24 kHz. - Create the Amazon Lex Bot
Create an Amazon Lex V2 bot that sends a voice contact to the Agentforce agent. Keep the bot and the Q in Connect assistant in the same region. - Publish the AI Agent Version
Publishing a version applies the new agent configuration to new contacts. Use that same version on the security profile and in the contact flow. A new voice contact that reaches the flow then opens one WebSocket to Agentforce for the session.