---
schema_version: "1"
id: 4cf5597d6d582158c43c7231fb7e4d1460453604d9e1e02635253853a4c788bc
title: Customize Call Journeys with Amazon Connect Flows
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_amazon_connect_contact_flows.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_contact_flows.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 42da806f3d1beb48be557b13d39cea9d623f45a8c7f5e546a20b892e770603fe
description: Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls, outbound calls, callbacks, and call transfers.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Customize Call Journeys with Amazon Connect Flows

Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls, outbound calls, callbacks, and call transfers.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- 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></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>

Before you customize them, test them by making inbound and outbound calls, transferring calls, and requesting callbacks. After you verify that they work, customize them to implement your business logic and improve your customers’ experience.

#### See Also

- [Amazon Connect Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm)