How to Connect Salesforce to Amazon Connect

Updated on:

May 12, 2026

By:

Use this interactive demo to learn how to install the Amazon Connect CTI adapter into your Salesforce org.

Quick summary

The Amazon Connect Salesforce integration is installed directly through Salesforce AppExchange using the Amazon Connect CTI adapter. This step-by-step process walks you through finding, installing, and configuring the package in your Salesforce sandbox or production environment.

Steps

Go to Salesforce AppExchange and search for Amazon Connect CTI.
Click the Try It Free button on the listing page.
Select Try in your sandbox to begin the sandbox installation.
Verify your account information and click Continue to Installation.
Click Log In & Install to authenticate with your Salesforce account.
Click Use Custom Domain and enter your Salesforce domain name.
Add your custom domain and click Continue.
Choose who you are installing the app for and click Install.
Grant Third Party Access and click Continue to finalize the installation.
Access your newly installed package by navigating to Settings > Advanced Setup > Installed Packages.

📌 Why this matters

Integrating Amazon Connect with Salesforce enables contact center agents to handle calls, manage customer data, and log interactions directly within Salesforce CRM — eliminating the need to switch between platforms. The Amazon Connect CTI adapter, available on Salesforce AppExchange, brings real-time telephony controls into the Salesforce interface, improving agent efficiency and reducing handle time. This integration is essential for customer service teams that rely on Salesforce as their primary CRM and want to unify voice interactions with existing case management and reporting workflows. Setting it up via AppExchange takes only minutes and requires no custom development.

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