---
schema_version: "1"
id: 47c0ac760e9438c1fd1346359f99a7747cec3677beeab6c03695755ef7051246
title: Create Your Amazon Connect Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_cc_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 288ddac051bddefb8f64511bb7e98048ad6890e56c25f3a46370ee47c62d0449
description: Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create Your Amazon Connect Contact Center

Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.

### Required Editions

For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you set up the contact center in Voice.

This article applies to:

- Salesforce Voice with 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="d12529e70">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12529e70 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12529e70 ">Customize Application AND Manage Call Centers</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12529e70 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12529e70 ">Salesforce Voice Contact Center Admin</td>

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

1. Before starting this task, assign the Salesforce Voice Contact Center Admin permission set to at least one user and find out where your contact center is physically located.
2. From Setup, in the Quick Find box, enter Amazon Setup, then select **Amazon Setup**.
3. In the Set Up Your Contact Center section, click **Create Contact Center**. The Create Contact Center wizard opens.
    
    ![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 You can also create a contact center by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting **Amazon Contact Centers**. In the Contact Center list view, click **New** to start the wizard.
4. Enter a display name for your contact center.
5. Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters.
6. Select the region that’s closest to where your contact center is located geographically. The list is populated with the AWS regions that support Amazon Connect.
    
    ![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 For information about AWS regions that support Amazon Connect, see [Region Table](https://aws.amazon.com/about-aws/global-infrastructure/regional-product-services/) in the AWS documentation. However, due to a contractual obligation specifically for Salesforce Voice with Amazon Connect, US East (N. Virginia) isn’t available.
7. Click **Next**.
8. Select at least one administrator for the contact center. The list is populated with users who already have the Salesforce Voice Contact Center Admin and Salesforce Voice Contact Center Rep permission sets. To assign more users to the contact center, you must first assign them the correct permission sets.
9. Click **Done**. The window closes. It can take a few minutes to create the contact center.
    
    After the contact center is created, you can manage it by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting **Amazon Contact Centers**.

![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 If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. For example, the message states that there was an error executing the Cloudformation template. Or, the message can contain details, such as a missing permission on the AWS side.

If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. The email contains details about why the failure occurred. For example, the contact center fails to be created if Amazon doesn’t have the required resources.

When you create the contact center, Salesforce creates these objects:

- Default for Voice routing configuration. You can use this routing configuration to route calls.
- SCV Basic Queue queue. If needed, you can assign calls to this default queue.
- External client app and assigns a permission set to your contact center admins.
    
    ![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 For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you created the contact center in Voice. The Single Sign-On Connected App and REST API OAuth Connected App were created and a connected app permission set assigned to your contact center admins.

## Next Steps for Salesforce Voice Setup

Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces.

#### See Also

- [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.")