Amazon Account Requirements

Virtual Care uses Amazon EventBridge API Destinations to connect events from Amazon Chime SDK to Salesforce Platform Events. Use your own Amazon Account to set up Virtual Care.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

The Amazon Chime SDK and Amazon Chime APIs provide the backend support for the video call feature in the telehealth session between provider and patient. Virtual Care closed captioning employs real-time streaming of audio to Amazon Transcribe Medical for processing the transcript and to record the results.

To help you get up and running, AWS provides Guidance for Configuring Virtual Care on Salesforce Using Amazon Chime. This page includes detailed information about the architecture, security, and product used to create the virtual care video services. The AWS administrator can follow instructions for predeployment, deployment, and upgrading an existing deployment.

Ask the AWS administrator to follow these guidelines to set up the AWS account to implement Virtual Care:

Dedicate an AWS account to the Salesforce Virtual Care Console application workload
Run an AWS CloudFormation template to create the necessary resources
Provide access to the AWS Console
Install the AWS Command Line Interface
Create a Connected App with Salesforce Health Cloud

Note Connected apps creation is restricted as of Spring ‘26. You can continue to use existing connected apps during and after Spring ‘26. However, we recommend using external client apps instead. If you must continue creating connected apps, contact Salesforce Support.

See New connected apps can no longer be created in Spring ‘26 for more details.

When you enable Virtual Care, accept the disclaimer on the confirmation screen.

Important Review the disclaimer closely before accepting it. The integration with your BYOA AWS Services isn’t covered by your organization’s MSA with Salesforce.