You no longer need a dedicated static phone number or a SIP trunk configuration to route calls to your voice-enabled agent. With Real-Time Streaming, Amazon Connect can stream call audio directly to Agentforce over a WebSocket connection.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
When: This feature will be available on October 16, 2026.
How: Create a Messaging channel for Agentforce Voice and select the Real-Time Streaming communication protocol. Then configure AWS access and authentication to connect your Amazon Connect instance to Agentforce.