---
schema_version: "1"
id: 523f55be3af3f347188a1e48d5c418ecf9ccbc89864b16c75270ab8b909c162c
title: Salesforce Contact Center with Amazon Connect Limitations and Considerations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_scc_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fc80386778afdb6a5f46ed6cb5f986c540d1ed1bcf28748a04910740e5e98a54
description: Consider these limitations for Salesforce Contact Center with Amazon Connect.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Salesforce Contact Center with Amazon Connect Limitations and Considerations

Consider these limitations for Salesforce Contact Center with Amazon Connect.

### Required Editions

This article applies to:

- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a></td></tr></tbody></table>

## Setup and Feature Support

- Salesforce Contact Center with Amazon Connect isn’t currently available for Salesforce Voice with Amazon Connect.
- Salesforce Contact Center with Amazon Connect doesn’t support Agentforce Service Agent (ASA).
- Salesforce Contact Center with Amazon Connect conversations are not supported on the business-initiated message composer.

## Amazon Connect Chat and Messaging

- To use Amazon Connect Chat and Messaging in a contact center, you must first set up an Amazon Connect Contact Center in Salesforce Voice and then add Messaging capabilities through Salesforce Contact Center with Amazon Connect.
- To support the rep availability indicator for chat transfer, clone the Contact Center Bring Your Own Channel permission set and assign the cloned permission set to contact center reps. If you use the Contact Center Bring Your Own Channel permission set directly, rep availability indicators won’t function as expected. See [Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&language=en_US) for details.
- Salesforce Voice with Amazon Connect doesn’t support Amazon Connect Chat and Messaging.
- Amazon Connect Chat and Messaging in Salesforce has an attachment size limit of 5 MB.
- Flow-triggered outbound messages aren’t supported for Amazon Connect and Messaging due to their integration architecture.
- Amazon Connect Chat and Messaging in Salesforce doesn’t support Explicit Opt-In consent or Double Opt-In consent.
- Amazon Connect Chat and Messaging in Salesforce isn’t compatible with Omni-Channel Unified Routing.
- Don't use the Automatically log agents in to Omni-Channel in the new window or tab Omni-Channel Setting with Amazon Connect Chat and Messaging. If this setting is turned on, active chat sessions end when a rep duplicates a tab. To learn more, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005387372&type=1&language=en_US).

#### See Also

- [_Amazon Salesforce Contact Center with Amazon Connect Setup and Installation Guide_: Limitations](https://amazon-connect.github.io/amazon-connect-sccac-docs/docs/limitations/)