Amazon Connect
Administrator Guide

Amazon Connect and Salesforce Integration

The core functionality of the Amazon Connect CTI Adapter provides a WebRTC browser-based Contact Control Panel (CCP) within Salesforce. The Amazon Connect CTI integration consists of two components:

  • A managed Salesforce package.

  • An AWS Serverless application deployed to your AWS environment.

For a detailed walk-through and setup of the full CTI Adapter capabilities, see the Amazon Connect CTI Adapter v4 for Salesforce installation guide. We also have a trailhead available at

We recommend that you initially install the package into your Salesforce sandbox. After the package is installed, you can configure your Salesforce Call Center configuration within Salesforce.