As of March 1, 2025, AWS charges emergency calling fees for Amazon Connect based on the subaccount billing address. By default, Salesforce uses its own address for Service Cloud Voice with Amazon Connect customers with companies in the United States. To ensure correct charges and compliance with local regulations, update your AWS account to reflect your company’s address instead.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Amazon Connect
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.
How: To update your company address, see the instructions in this Salesforce Knowledge Article: Update Your AWS Account Billing Address for Service Cloud Voice with Amazon Connect.