--- schema_version: "1" id: 59c5204f93f5e166f8df590354d13edd0fde9eeccc2925061269208768ae5ce4 title: Set Up Voice ID collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_id_setup.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 322b41b91076a3417c94af196f8ab5567e7c30331106016554becb751dcf7e8c description: Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof. products: - Service Cloud - Digital Engagement release: "264" --- # Set Up Voice ID Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
To use Voice ID with Salesforce Voice with Amazon Connect, you must have the Service Cloud Voice Additional AWS Services add-on license. This license isn’t required for Salesforce Voice with Partner Telephony from Amazon Connect. 1. **[Enable Voice ID in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** To use Amazon Connect’s Voice ID feature, you must first enable it. 2. **[Enable Reps to Use Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** By default, only Amazon Connect admins can use Voice ID. To grant reps permission to use it, enable Voice ID in the Agent security profile in Amazon Connect. 3. **[Add the Voice ID Component to the Rep’s Work Area](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** To enable reps to enroll customers in Voice ID, add the Voice ID component to the Omni-Channel widget, Voice Call record page, or both–wherever the reps work. 4. **[Create an Amazon Connect Contact Flow with Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** To ask callers if they would like to use voice authentication, create a contact flow. Create a contact flow for all call types for which you want to use Voice ID. You can use Voice ID with inbound, outbound, and transfer calls. ## Enable Voice ID in Amazon Connect To use Amazon Connect’s Voice ID feature, you must first enable it. 1. Log in to Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 2. On the instances page, choose the instance alias. 3. In the navigation pane, select **Voice ID**. 4. Read the BIPA Consent Acknowledgment, and accept if you agree. 5. In the Domain Setup section, enter the domain. You can create a one or use an existing domain. 6. Under Encryption, create or enter your AWS KMS key for encrypting your Voice ID domain. 7. Choose **Enable Voice ID**. ## Enable Reps to Use Voice ID By default, only Amazon Connect admins can use Voice ID. To grant reps permission to use it, enable Voice ID in the Agent security profile in Amazon Connect. 1. Log in to Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 2. Go to **Users** | **Security Profiles**. 3. Edit the Agent security profile. 4. Under the Contact Control Panel (CCP) section, select **Voice ID**. 5. Save your changes. ## Add the Voice ID Component to the Rep’s Work Area To enable reps to enroll customers in Voice ID, add the Voice ID component to the Omni-Channel widget, Voice Call record page, or both–wherever the reps work. ### Add to the Omni-Channel Widget Let reps enroll customers in Voice ID directly from the Omni-Channel widget. 1. From Setup in the Quick Find box, enter Amazon Contact Center, and then select **Amazon Contact Center**. 2. To view your contact center details, click your contact center link. 3. To show Voice ID in the Omni-Channel widget drawer even when the call is disconnected, select **Let the Voice extension always show in the call control extension for this telephony provider**. 4. To enable Voice ID, select **Enable** for the Voice ID field. ![Contact center details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_id_component_location2.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you don’t see the Voice ID field, add the Salesforce Voice Additional AWS Services add-on license to your org. Also, we provide the default voice extension for Amazon, named Amazon Voice Extension. To create or edit a voice extension, go **Setup** | **Lightning** | **Lightning App Builder**. Select **Voice Extension** | **Next**, and then follow the prompts. 5. Click **Save**. The voice extension items show in the Omni-Channel widget drawer when a rep is on a call. ### Add to the Voice Call Record Page Let reps enroll customers in Voice ID directly from the Voice Call record page. 1. Using the Lightning App Builder, drag the Voice ID component onto the Voice Call Record page. ![The Voice Call Record page shows all possible components in the left pane and the layout of added components in the right pane.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_id_component_on_voice_record.png) 2. If you don’t see the Voice ID component, add the Salesforce Voice Additional AWS Services add-on license to your org. ## Create an Amazon Connect Contact Flow with Voice ID To ask callers if they would like to use voice authentication, create a contact flow. Create a contact flow for all call types for which you want to use Voice ID. You can use Voice ID with inbound, outbound, and transfer calls. To help you design a contact flow with Voice ID, check out sample contact flow [Sample SCV Inbound Flow with Voice ID](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows). This contact flow contains the required Voice ID blocks. After setting up your contact flow, when the caller calls, they’re prompted to specify whether they'd like to enroll in Voice ID. If they agree, the rep can enroll them. #### See Also - [_Amazon Connect Documentation_: Enable Voice ID](https://docs.aws.amazon.com/connect/latest/adminguide/enable-voiceid.html) - [Enroll Caller in Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_enroll_caller.htm&release=264.0.0&type=5 "If your admin enabled Voice ID for your org, you can enroll callers in Voice ID who agree to use their voice to authenticate themselves. Voice ID appears only when you're on a call.")