*** Important Update to Amazon AI Features on your Salesforce Voice Account | Action may be required ***This is an important update regarding your Salesforce Voice environment and the proactive step we are taking to protect your account from unexpected billing charges.
What’s changed
As previously shared, Amazon, the underlying infrastructure provider for Salesforce Voice with Amazon Connect, recently introduced a new AI feature set: Amazon Connect Customer. This capability was deployed and enabled by default across all Salesforce Voice with Amazon Connect customer instances by Amazon.
What we're doing
Our priority remains transparency and ensuring that you only pay for services you actively choose to consume. Because this feature set was not included in your existing order form and is not part of the underlying product sold by Salesforce, we are proactively disabling additional AI features for Amazon Connect Customer across your account effective in the Winter ’27 release, which began on September 2, 2026. This change is rolling out across environments for Winter ’27, beginning with sandbox and moving through production.
Following the release, your account will have Amazon Connect Customer Basic functionality. We are taking this action to ensure you don’t incur unintended or unauthorized charges on your next billing cycle.
Your choice to opt in
Some organizations may want to leverage Amazon’s advanced AI capabilities to enhance their Salesforce Voice experience. You have full control to opt into AI features for Amazon Connect Customer if these fit your business needs.
Please note that AI features for Amazon Connect Customer require a paid, usage-based add-on. If you choose to enable this add-on feature, usage for that add-on will be billed at 2.1× from the standard base rate. These charges originate from the underlying telephony provider's pricing and will be applied to your account in accordance with your agreement and the applicable rate card. By enabling the capability, you acknowledge and accept these charges.
To enable AI features for Amazon Connect Customer in Salesforce Voice with Amazon Connect, see a help article in an upcoming email communication prior to Winter ’27.
Billing acknowledgement: By choosing to manually enable this feature set, you are explicitly opting in to the service and agreeing to the associated 2.1x increase in usage costs.
SummaryWe apologize for any confusion caused by this upstream change from Amazon. We remain committed to ensuring that you have full control over your environment and your budget.
If you have any questions, require assistance assessing Amazon Connect Customer features, or want to discuss how this impacts your current configuration, please reach out to your Salesforce Account Executive or contact Salesforce Support. For additional information, review this Help Article.
Thank you for your continued partnership.
