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Create an Amazon Connect Instance

Learning Objectives

In this project, you’ll: 

  • Set up your Amazon Connect instance.
  • Configure Salesforce as an identity provider with Salesforce Identity.
  • Configure AWS Identity and Access Management (IAM).
  • Configure a Salesforce connected app.
  • Update the Amazon Connect CTI Adapter for Salesforce to use Single Sign-On (SSO).
  • Test your integration.


This module was produced in collaboration with Amazon, which owns, supports, and maintains the Amazon products, services, and features described here. Use of Amazon products, services, and features is governed by privacy policies and service agreements maintained by Amazon.



This project requires use of a phone. Make sure you have access to one before starting.

Why Use Single Sign-On?

For many companies, SAML 2.0 is the preferred authentication method. This stands for Security Assertion Markup Language 2.0—an industry standard for secure systems to exchange authorization data. It provides many benefits, including help with scale and providing a seamless login experience for users.

When you have two systems that require login, traditionally you have to configure and manage user names, passwords, and all the logistics and standards for each user, and for each system.

That may be OK for a team of two to five members, but it’s already a complex process. What about multiple teams that need access to your systems? What about multiple teams across the world?

Single sign-on (SSO), which takes advantage of SAML 2.0, is a way to create a single login experience across systems. Just like the name suggests, single sign-on gives users a way to log in to one system, like Salesforce, and take advantage of the integrated services, like Amazon Connect, without having to log in again through a popup or swivel between systems.

Before You Start

Before you take the steps in this hands-on project, make sure you complete Build an Amazon Connect Integration. The work you do here builds on the concepts and work you do there.

  • The integration project walks you through the steps of creating an Amazon Web Services (AWS) account and familiarizes you with the basics of Amazon Connect. You use both in this project.
  • Just like the previous project, make sure you have a phone available so you can make calls to and from Amazon Connect.

Ready to start? 

Create a New Trailhead Playground

While you work in AWS in this step, now is a great time to prepare your playground so it's ready for you right when you need it.

Scroll to the bottom of this page, click the down arrow next to Launch, and select Create a Trailhead Playground. It typically takes 3–4 minutes for Salesforce to create your Trailhead Playground. Go ahead with the rest of this step while your playground is spinning up.



Yes, we really mean a brand-new Trailhead playground! If you use an existing org or playground, you can run into problems completing the challenges.

Set Up Your Amazon Connect SSO Instance

  1. Navigate to https://aws.amazon.com/, click My Account, then click AWS Management Console.
  2. Make sure Root user is selected, then log in with the email address you used to set up your AWS account.
  3. Check your region at the top of the console. Amazon Connect isn’t available in all regions. To make sure Amazon Connect is set up correctly, select US East (N. Virginia) from the region dropdown at the top of the AWS Management Console after getting started. US East (N. Virginia) selected in the region dropdown at the top of the AWS console highlighted by a red box
  4. Enter amazon connect in the Find Services search bar (1). Then click Amazon Connect (2). You can also find it by expanding the All Services section and scrolling to the Customer Engagement category. WS Console with Find Services search bar highlighted by a red box and 1, Amazon Connect highlighted by a red box and 2
  5. Click Add an instance.
    1. If you had removed the Amazon Connect instance you created from the previous project and are starting from scratch, click Get started.
  6. On the Identity management page, make sure SAML 2.0-based authentication is selected. Under Identity management, SAML 2.0-based authentication option is selected, highlighted by a red box and arrow
  7. In the Access URL field, enter a unique value. Make it something fun like your favorite food or your pet's name. This value becomes your instance alias.
  8. Store your instance alias in a safe place. You need it later in the project.
  9. Then, click Next step.
  10. On the Create an Administrator page, make sure Add a new admin is selected.
  11. Complete the form to create your admin account. Store the admin username in a safe place. Then click Next step.
    1. If you see the option to input a password, stop. Click Step 1: Identity management in the left pane and ensure you have SAML 2.0-based authentication selected and proceed with the setup.
  12. On the Telephony Options page, check the boxes for both Incoming calls and Outbound calls, then click Next step.
  13. On the Data Storage page, click Next step.
  14. Review the information on the Review and Create page. This is a good time to double-check that your Access URL and administrator name matches your notes. Then, click Create instance.

Setting up your Amazon Connect screen

In a minute or two, you’re able to start using your Amazon Connect instance. You're taken to a Success screen with a nice blue Get started button. Ready to click it?

Success! screen



Do these steps seem familiar? They are! In the Build an Amazon Connect Integration project, you create an instance similar to this. A key difference is that here, you opt for SAML 2.0-based authentication for your users, the foundation for single sign-on integration.

Configure Your Amazon Connect Instance

Time to configure a few options and then test the instance to make sure everything works.

  1. Click Get started. A new tab opens and you're directed to your Amazon Connect instance. Notice, it’s your access URL. Keep the previous tab open. You'll be heading back later.
  2. Since it’s your first time in this instance, you’re greeted by a welcome message. Click Let’s go. You need a phone number to make use of Amazon Connect’s features, so you’re presented with a couple of options to select from.
  3. If your browser asks to use your computer’s microphone, go ahead and allow access. Claim phone number screen with Country, Type, and Phone number options
  4. For the purposes of this project, select United States +1 from the Country dropdown.
  5. In the Type dropdown, make sure that Direct Dial is selected.
  6. Select a number from the Phone number dropdown. Write this number down. You need it later in the project. Know that your phone number is free for a specific period of time. At the end of this project, you release this number back to AWS to avoid charges after the free period is finished.
  7. Click Next.

Time to test your new instance.

Test Your New Instance

You can now make inbound and outbound calls. If your browser asks to use your computer’s microphone, allow access. 

On the Claim phone number screen, you see the Contact Control Panel (CCP).

CCP Welcome screen with Available status and Quick connects and Number pad buttons

Test your calling capabilities. Note, it may take some time for the number you claimed to be ready for testing. If you're unable to test following the instructions below, wait a few minutes and try again.

  1. Make sure your agent state is set to Available.
    1. Click the disclosure arrow at the top of the CCP.
    2. Select AvailableCCP status set to Available
  2. Use another phone to call the number you claimed.
  3. Listen to the options, then press 1 for an agent. The voice prompt explains the features of the softphone.
  4. Press 1 again to move to the front of the queue.
  5. Press 1 once more to be connected.
  6. Your CCP indicates that your call center is receiving an incoming call. Click check mark button to accept the call. CCP with incoming call
  7. Then, click End call. The CCP switches to the AfterCallWork mode, which gives the agent time to finish up tasks.
  8. Click Clear contact.

Congratulations! You’ve completed your first call. Now, let’s try an outgoing call.

  1. Click Number pad.
  2. Enter a phone number where you receive calls, then click CallCCP with Number pad
  3. When your phone rings, answer it. You can then hang up your phone or click End call in the CCP.
  4. Click Clear contact.

Great, testing is complete!

Create an Additional Agent Profile

You have just a few more steps to fully configure your Amazon Connect instance. You're going to integrate with Service Cloud soon, so it helps to create additional agents in Amazon Connect so they're ready to be used in Salesforce.

  1. In Amazon Connect, click User icon in the left navigation, then click User management.
  2. Click Add new usersUser management main screen with Add new users button circled and highlighted with a red arrow
  3. Make sure Create and set up a new user is selected, then click Next.
  4. Add user details. Choose a login name that's different from your Amazon Connect admin account. Store the login name in a safe place.
  5. For Routing Profile, select Basic Routing Profile.
  6. For Security Profiles, select Agent.
  7. For Phone Type, make sure that Soft phone is selected. user profile with Basic Routing Profile, Agent, and Soft phone selected
  8. Click Save.
  9. Verify the details then click Create users.

You just created an agent in Amazon Connect. Now the agent can log in from the Salesforce Service Console once the integration is complete!

Collect Your Amazon Connect Instance ARN

Before your head over to the next step, collect your instance ARN.

  1. Tab back over to AWS and click on the Amazon Connect AWS Console link at the bottom of the screen. Amazon Connect instance creation success screen, with the link back to the Amazon Connect AWS console highlighted at the bottom with a red box and arrow
    1. If you don't have the tab open, log back in https://aws.amazon.com/ with the email address you used to set up your AWS account, enter amazon connect in the Find Services search bar, then click Amazon Connect.
  2. Click on your new instance aliasAmazon Connect console with instance alias highlighted by a red box and arrow
  3. From the Overview page, copy your Instance ARN and save it for later.
  4. Wherever you're saving your Instance ARN, make a separate line item for your Instance ID. This is everything after "instance/", and should be in this format, aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee

Amazon Connect instance overview with Instance ARN highlighted by a red box

We won’t check any of your setup. Click Verify Step to proceed to the next step in the project.


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