Amazon Connect Salesforce Integration: Complete Setup Guide 2026

Integrating Amazon Connect with Salesforce creates a powerful unified experience for your agents. When a call comes in, agents instantly see the caller's information, history, and context—eliminating the frustrating "Can you spell your name?" conversations that waste everyone's time.

Why Integrate Amazon Connect with Salesforce?

According to AWS's partner page, the Salesforce integration delivers:

• Screen pops - Customer records automatically display when calls arrive
• Click-to-dial - Initiate calls directly from Salesforce records
• Automatic call logging - Call details saved to Salesforce automatically
• Embedded softphone - Agents work entirely within Salesforce
• Contact attributes - Pass data between systems during calls

Integration Architecture Overview

The integration uses the Amazon Connect CTI Adapter from Salesforce AppExchange. This adapter:

1. Embeds the Amazon Connect Contact Control Panel (CCP) in Salesforce
2. Uses Salesforce Open CTI to handle telephony events
3. Leverages AWS Lambda functions for data lookups
4. Connects via Amazon Connect Streams API

┌─────────────────┐     ┌──────────────────┐
│   Salesforce    │     │  Amazon Connect  │
│                 │     │                  │
│  ┌───────────┐  │     │  ┌────────────┐  │
│  │CTI Adapter│◄─┼─────┼──│  Streams   │  │
│  └───────────┘  │     │  │    API     │  │
│       │         │     │  └────────────┘  │
│       ▼         │     │        │         │
│  ┌───────────┐  │     │        ▼         │
│  │  Open CTI │  │     │  ┌────────────┐  │
│  └───────────┘  │     │  │   Lambda   │  │
│                 │     │  │ (Lookups)  │  │
└─────────────────┘     │  └────────────┘  │
                        └──────────────────┘

Prerequisites

Before starting the integration, ensure you have:

• An active Amazon Connect instance (setup guide here)
• Salesforce Enterprise, Unlimited, or Performance edition (CTI requires these)
• Salesforce System Administrator access
• AWS account with appropriate IAM permissions
• At least one Amazon Connect user configured

Step 1: Install the CTI Adapter in Salesforce

The Amazon Connect CTI Adapter is available on the Salesforce AppExchange. As documented in the official installation guide:

1. Navigate to the Amazon Connect CTI Adapter on AppExchange
2. Click "Get It Now" and log in with your Salesforce credentials
3. Select "Install for Admins Only" (recommended for initial setup)
4. Wait for installation to complete (usually 5-10 minutes)
5. Verify installation under Setup → Installed Packages

Step 2: Configure Salesforce Call Center

After installing the adapter, configure the Salesforce Call Center:

2.1 Import the Call Center Definition

1. Go to Setup → Call Centers
2. Click "Import"
3. Upload the AC_CTI_Adapter.xml file (included with the package)
4. Click "Import" to create the call center

2.2 Configure Call Center Settings

Edit the imported call center with these required settings:

2.3 Add Users to Call Center

1. In Call Center setup, click "Manage Call Center Users"
2. Click "Add More Users"
3. Search and select agents who will use Amazon Connect
4. Click "Add to Call Center"

Step 3: Configure Amazon Connect for Salesforce

3.1 Whitelist Salesforce Domain

Amazon Connect requires approved origins for the embedded CCP. In the AWS documentation:

1. Go to Amazon Connect console → Your instance → Application integration
2. Under "Approved origins", click "Add origin"
3. Add your Salesforce domain: https://your-org.lightning.force.com
4. Also add: https://your-org.my.salesforce.com

3.2 Create an Amazon Connect User

Ensure each Salesforce user has a corresponding Amazon Connect user with matching email addresses for single sign-on to work properly.

Step 4: Set Up Screen Pops with Lambda

Screen pops require a Lambda function to look up callers in Salesforce. This is the most powerful part of the integration.

4.1 Create the Lambda Function

AWS provides a sample function in their GitHub repository:

import json
import boto3
from simple_salesforce import Salesforce

def lambda_handler(event, context):
    # Get caller phone number from Amazon Connect
    phone = event['Details']['ContactData']['CustomerEndpoint']['Address']

    # Connect to Salesforce
    sf = Salesforce(
        username=os.environ['SF_USERNAME'],
        password=os.environ['SF_PASSWORD'],
        security_token=os.environ['SF_TOKEN']
    )

    # Query for contact by phone
    query = f"""
        SELECT Id, Name, Email, AccountId, Account.Name
        FROM Contact
        WHERE Phone = '{phone}' OR MobilePhone = '{phone}'
        LIMIT 1
    """

    result = sf.query(query)

    if result['totalSize'] > 0:
        contact = result['records'][0]
        return {
            'ContactId': contact['Id'],
            'ContactName': contact['Name'],
            'AccountName': contact.get('Account', {}).get('Name', ''),
            'CustomerFound': 'true'
        }

    return {'CustomerFound': 'false'}

4.2 Add Lambda to Contact Flow

In your Amazon Connect contact flow:

1. Add an "Invoke AWS Lambda function" block
2. Select your Salesforce lookup function
3. Use "Set contact attributes" to store the returned values
4. Pass these attributes to the CTI adapter for screen pops

Step 5: Configure Click-to-Dial

Click-to-dial allows agents to initiate calls directly from Salesforce records:

5.1 Enable Phone Fields as Dialable

1. Go to Setup → Object Manager → Contact (or relevant object)
2. Select "Page Layouts"
3. Edit your layout
4. For phone fields, enable "Call" action in field properties

5.2 Configure Softphone Layout

1. Go to Setup → Softphone Layouts
2. Create a new layout or edit default
3. Configure which objects display for inbound/outbound calls
4. Set screen pop behavior (new tab, existing tab, etc.)

Step 6: Enable Automatic Call Logging

The CTI adapter can automatically create Activity records for each call:

Testing Your Integration

Test Checklist

• Softphone loads - CCP appears in Salesforce utility bar
• Agent can log in - Status changes to Available
• Inbound screen pop works - Known caller triggers record display
• Click-to-dial works - Clicking phone number initiates call
• Call logging works - Activity created after call ends

Common Issues and Solutions

Softphone Not Loading

• Verify Salesforce domain is whitelisted in Amazon Connect
• Check browser console for CORS errors
• Ensure user is added to the Call Center
• Clear browser cache and cookies

Screen Pops Not Working

• Verify Lambda function is returning correct attributes
• Check contact flow is invoking Lambda before queue
• Confirm Salesforce user has access to the records
• Test Lambda function independently in AWS console

Click-to-Dial Not Initiating Calls

• Verify agent is logged into the softphone
• Check that phone fields are configured as dialable
• Ensure Softphone Layout is assigned to user profile

Advanced Configuration Options

Case Creation on Call

Automatically create a Case when calls come in for high-priority customers or specific queues. Configure this in the CTI Adapter settings or via custom Lambda logic.

Custom Screen Pop Logic

Use contact attributes to control screen pop behavior:

• Pop to Account for billing inquiries
• Pop to most recent Case for support calls
• Pop to Lead for sales queue calls

Omni-Channel Integration

Combine Amazon Connect with Salesforce Omni-Channel for unified routing of calls, chats, emails, and cases to the same agent pool.

Integration ROI

Organizations typically see significant returns from this integration:

• Reduced handle time: Agents don't spend time searching for records
• Improved customer experience: Personalized service from first hello
• Better data quality: Automatic logging ensures complete records
• Higher agent satisfaction: Single interface reduces tool switching

Sources

• Amazon Connect Salesforce Partnership - AWS Official
• Amazon Connect CTI Adapter Installation Guide - GitHub
• Amazon Connect CTI Adapter - Salesforce AppExchange
• Application Integration - Amazon Connect Admin Guide
• Amazon Connect Salesforce Lambda - GitHub Repository