Create Your Amazon Connect Instance

Learning Objectives

In this project, you’ll:

  • Create an Amazon Connect instance.
  • Install the Amazon Connect CTI package into your Trailhead Playground.
  • Create a Salesforce connected app that integrates with AWS.
  • Use Secrets Manager and Key Management Service (KMS) to secure your data.
  • Install the Salesforce Lambda data dip serverless package.
  • Configure Amazon Connect to use the Lambda package to query your Salesforce org.
  • Create an Amazon Connect Contact flow and test it.
  • Release your Amazon Connect phone number, key, and secret.

This project 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.

Connecting with a customer takes more than just a telephony integration and saving the customer’s information in a database. You need to eliminate as many repetitive tasks for your service agents as possible, so they can focus on delivering great service. In this project, you expand on the Amazon Connect integration so that AWS handles the repetitive tasks of creating cases, tying them to the right contact, and updating them. You also personalize the interactive voice response (IVR) experience.

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 in that foundational project.

  • That 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 in the previous project, make sure you have a phone available so you can make calls to and from Amazon Connect.
  • Note, you use the free tiers of Amazon Connect, Secrets Manager, and KMS in this project. At the end, we walk you through how to release these services. The free tiers for these services are time-based.

Gather Your Data

Along the way, we ask you to take note of your settings, from the alias of your Amazon Connect instance to the IDs of contact and test case records. To help you keep things organized, you can download and use this text file which includes placeholders for your information. We also include a link to in-depth documentation which provides more detail about the integrations featured in this project.

Ready to start? In this step, you work mainly in AWS. But go ahead and create a new Trailhead Playground so it’s ready right when you need it.

Create a New Trailhead Playground

For this project, you need to create a new Trailhead Playground. 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 to create a new Trailhead Playground.


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.

While you wait for your playground to spin up, create a new Amazon Connect instance.

Set Up Your Amazon Connect Instance

  1. Navigate to and log in with the email address you used to set up your AWS account.
  2. Enter amazon connect in the Find Services search bar (1).
  3. Then click Amazon Connect (2). You can also find it by expanding the All Services section and scrolling to the Customer Engagement category.AWS Console with Find Services search bar highlighted by a red box and 1, Amazon Connect highlighted by a red box and 2
  4. Add your instance. Depending on whether you have an existing instance, you will see a different screen.
    1. If you don’t have an existing Amazon Connect instance, click Get started.
    2. If you have an instance already created, click Add an instance.
  5. 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.
  6. On the Identity management page, make sure Store users within Amazon Connect is selected.
  7. In the Access URL field, enter a unique value. Make it something fun like your favorite game or food. This value becomes your instance alias. Your instance alias along with the rest of the URL string is your Access URL.
  8. Store these values in a safe place. You need it later in the project.Amazon Connect resource configuration page with Store users within Amazon Connect option and Access URL highlighted by a red box
  9. 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. Select a name that’s fun—like your favorite food or a pet name. Store the admin username and password in a safe place. Then click Next Step.
  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 your Access URL, instance alias, and administrator name matches your notes. Then, click Create instance.

Spinning wheel with a message: Setting up your Amazon Connect | This may take a minute or two.

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 message: Success! Your Amazon Connect has been created. Now you can begin to choose phone numbers, accept calls, and engage with your customers. And a button: Get started


Do these steps seem familiar? They are! You’re creating a brand-new Amazon Connect instance to ensure it works with your new Trailhead Playground and the serveless Lambda package you set up later in this project.

Configure Your Amazon Connect Instance

Time to configure a few options and then test the instance to make sure everything works. If your browser asks to use your computer’s microphone at this stage, go ahead and allow access.

  1. Click Get started. You’re directed to your Amazon Connect instance in a new browser tab or window. Notice, it’s your access URL in your browser URL field. Don’t close your AWS Console. You go back to it at the end of this step.
  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.Amazon Connect Claim phone number screen
  3. From the Country dropdown, select United States +1.
  4. In the Type dropdown, make sure DID (Direct Inward Dialing) is selected.
  5. Select a number from the Phone number dropdown. Add the number to your notes. You need it later in the project.
  6. Click Next.

Time to test your new instance.

Test Your New Instance

You can now make inbound and outbound calls. On the Claim phone number screen, you see the Contact Control Panel (CCP).

CCP Welcome screen with the status set to Available

Test your calling capabilities. Use another phone to call the number you claimed.

  1. Dial the number you set up above. If you just set up your phone number, it may take a while for it to be established. If you get a busy tone, hang up and wait a minute or two before trying again.
  2. When the voice prompts, press 1 for an agent.
  3. Press 1 to move to the front of the queue.
  4. Press 1 once more to be connected.
  5. Your Contact Control Panel indicates that your call center is receiving an incoming call. Click the Check Mark button check mark to accept the call.
    CCP with Incoming call banner, check mark and x buttons
  6. Then, click End call and hang up your phone. The Contact Control Panel switches to the After call work mode, which gives the agent time to finish up tasks.
  7. Click Close 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 Call. Notice that as you dial the number, you get a message that the number is not in E. 164 format. This is the standard format for numbers in the US. In a real-world scenario, you’d configure the CCP to manage numbers from the regions you service. This is not covered in the scope of this project.Number pad in CC
  3. When your phone rings, answer it. You can then hang up your phone or click End call in the Contact Control Panel.
  4. Click Close contact.

Great, testing is complete!

One more thing before you move to the next step.

Gather Your Instance ID

  1. Tab back over to your AWS Console.
    1. If it’s closed, Navigate to and log in with the email address you used to set up your AWS account.
  2. Enter amazon connect in Find Services, then click Amazon Connect.
  3. Click the instance alias of the Amazon Connect instance you just created.
  4. In Overview, go to Instance ARN.
  5. Find and copy the instance ID—this is the string after “instance/”. Add your instance ID in your notes.

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


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