---
schema_version: "1"
id: c84523b241b7ad681ee7e913d6a5c4e7ab0624156f03046fb2a829b0faba01e2
title: Add and Remove Contact Center Users
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_cc_add_users.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_add_users.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 38a7e67a70386e2a9cf684a76efac087b47135bc5c66f732fc758ad96ad3a915
description: After you create a contact center, you can add more users to it or remove users who no longer need access.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add and Remove Contact Center Users

After you create a contact center, you can add more users to it or remove users who no longer need access.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d147287e78">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">
              <p>Salesforce Voice Contact Center Admin</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147287e78 ">
              <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center
                Admin</p>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note

- Don’t use custom code to sync users.
- (For Salesforce Voice with Partner Telephony only) Salesforce and the partner telephony providers don’t automatically sync users. Manually create users and then add them to your telephony provider’s call center and the Voice contact center. To use single sign-on (SSO) to authenticate service reps, the username must be the same for both Salesforce and the telephony partner.

You can add reps who have the right permission set. If your org has multiple contact centers, each Salesforce user can be a member of only one contact center.

1. Verify that each contact center user has the required permission set.
2. From Setup, enter Contact Centers in the Quick Find box, then select **Partner Telephony Contact Centers** or **Amazon Contact Centers**, depending on your telephony model.
3. Click the contact center name for which you want to add users.
    
    ![The contact centers appear in the right pane of the Amazon Contact Centers screen.](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/omnichannel_contact_centers1.png)
4. In the Contact Center Users section, click **Add**.
5. Select the users that you want to add to this contact center. You can add up to 100 users at a time.
    
    ![The list of available users appear at the bottom of the screen.](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_add_users_to_contact_center1.png)
    
    The list shows only users who have the Salesforce Voice Contact Center Admin or Salesforce Voice Contact Center Rep permission sets and don’t belong to a call center. If you don’t see users that you want to add, make sure that they have the right permission sets and try adding them again. Sales Dialer permission sets don’t work.
6. To create quick connects automatically in Amazon Connect, select **Create a quick connect to each selected user**.
    
    Amazon quick connects let reps quickly dial other reps and view their availability statuses when they transfer calls.
7. Click **Done**.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)

Important To enable Omni-Channel flows to route calls to contact center users, Salesforce contact center users must be mapped to Amazon Connect users. As of Winter ’22, when you add a Salesforce user to a contact center, behind the scenes, the user is also mapped to the corresponding Amazon Connect user. If you created Salesforce users prior and want to use Omni-Channel flows to route work to them, manually [map the users](https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&language=en_US).

If a user no longer needs access to your contact center, remove them. Removing a user takes away their ability to access the contact center. It doesn’t delete the user or change their ability to access other parts of Salesforce.

1. In the Contact Center Users section, select the user that you want to remove.
2. Click **Remove** | **OK**.
3. For partner telephony users, work with your telephony provider to remove the user from their telephony system.

Updating the alias of the Salesforce user breaks AWS single sign-on. To change the alias, remove the Salesforce user in the Contact Center detail page, change the alias, and then add the user back to the contact center.

- **[Manage Contact Center Users with Setup with Agentforce](https://help.salesforce.com/s/articleView?id=service.voice_setup_manage_users_ai.htm&release=264.0.0&type=5)**  
    Chat with an AI agent to add or remove contact center users through Setup with Agentforce.