Integrate Amazon Connect with AI agentsso no sale gets lost in the queue
Vantegrate's AI agents work on your Salesforce org and connect to your Amazon Connect instance through its official API and contact events, with an IAM role in your AWS account: they follow up by SMS or WhatsApp on calls abandoned in queue, answer sales questions with Salesforce context and hand your team whatever needs a person. Contacts stay in Amazon Connect; records stay in your Salesforce.
How the data flows
What does it mean to integrate Amazon Connect with Vantegrate's AI agents?
Integrating Amazon Connect with Vantegrate's AI agents means your contact center and your sales team work the same conversation. Through Amazon Connect's official API, the agent learns about every call abandoned in queue and follows up by SMS or WhatsApp with the customer's Salesforce context: it answers, quotes from your price lists and logs the outcome in the CRM.
AWS renamed Amazon Connect to Amazon Connect Customer, and it already includes SMS, WhatsApp and its own AI agents for service. Vantegrate's agent covers a different stretch, the sale, using your Salesforce data, and when a person is needed it hands the conversation to your team in Amazon Connect, with a summary. Contacts stay in Amazon Connect; records stay in your Salesforce.
What do you want to connect to your Amazon Connect?
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What moves between Amazon Connect, the agent and your Salesforce
The agent listens to Amazon Connect events in near real time and queries the API only when it needs a data point.
Calls abandoned in queue
Amazon Connect publishes to Amazon EventBridge when a contact is queued, connected to an agent or disconnected; one that drops while in queue is what AWS calls an abandoned contact. Because those events are emitted on a best-effort basis, the agent checks them against the contact record, sees who called and follows up.
SMS and WhatsApp in the contact center
In Amazon Connect, SMS and WhatsApp messages are chat contacts. AWS documents how to add an external bot to a chat and how an Amazon Connect AI agent brings in another one over A2A; the path for your channels is confirmed during discovery.
Tasks for your team, with context
When a person is needed, the agent creates an Amazon Connect task with the summary and a link to the customer in Salesforce, which your team sees in its Contact Control Panel. Your flow routes it to the right queue.
How the integration works, step by step
Vantegrate sets up the connection and turns it on in phases; your team authorizes the permissions and validates.
Least-privilege IAM role
Your team creates a role in your AWS account with only the actions the integration uses and an external ID: it's the pattern AWS documents for giving a third party access without sharing credentials, and you can revoke it at any time.
Events, channels and records
We create the EventBridge rule for contact events, connect the contact records and decide where the agent texts from: your Amazon Connect SMS and WhatsApp numbers or a dedicated sales number.
Business rules and handoff
We decide which contacts the agent follows up on, during which hours, which Salesforce data it uses and when it creates a task so a person can take over in Amazon Connect.
Validation with real contacts
We test with a test queue and number, validate with your service and sales teams, and roll out in phases.
When a call is abandoned in queue, the sale continues by text
A customer who hangs up while waiting in queue usually ends up as one more number in the abandonment report. With the integration, the agent finds out in near real time, looks the number up in Salesforce and texts the customer knowing who they are and what is open. Speed matters: in a study of inquiries received online, published in Harvard Business Review, companies that tried to contact the customer within an hour were nearly seven times as likely to qualify the lead as those that tried even an hour later.
Amazon Connect can already move a call in progress to SMS or WhatsApp from a flow (AWS). What the agent adds is the sales conversation that follows: it answers with your prices and inventory, builds the quote and logs the outcome in Salesforce.
And the other way around: when the chat needs a person, the agent hands off with a summary. It creates an Amazon Connect task with a link to the customer in Salesforce or, if the agent takes part in the Amazon Connect chat (a path set during discovery), steps out and the flow sends it to the queue. See how that step is built in AI agent to human handoff.
| Dimension | Queue and texting apart | Amazon Connect with the agent |
|---|---|---|
| Abandoned call | A number in the abandonment report | Near real-time alert and a text with context |
| Context | The customer explains everything again | Salesforce and the contact history |
| Record | Call in one system, chat in another | Every conversation on the customer record in Salesforce |
| Handoff to a person | Forwarding details by email | An Amazon Connect task linked to the customer record |
The exact events, channels and rules are defined with your team.
Each channel keeps its rules: starting a WhatsApp conversation takes a Meta-approved template and the customer's opt-in; texting takes the customer's consent and, for US numbers, a registered 10DLC brand and campaign or a registered toll-free number before the first message. The details are below and on the SMS integration page.
How the agent works alongside Amazon Connect's AI and your Salesforce
Amazon Connect Customer has its own AI agents to serve your customers and assist your team; what used to be called Amazon Q in Connect is now one of them (AWS). Those agents use tools through the Model Context Protocol (MCP), including third-party MCP servers reached through Amazon Bedrock AgentCore Gateway (AWS).
To bring an external agent into a conversation, AWS documents two paths. With agent-to-agent collaboration over the A2A protocol, your Amazon Connect AI agent calls the external one with the conversation history and contact details, and takes control back when it finishes. It requires the Connect Customer tier, not Customer Basic, and an external agent that supports A2A with Amazon Connect's extensions and sends its trace data: if it doesn't, Amazon Connect disables that agent (AWS). The other is adding an external bot to a chat as a participant (AWS). Which one fits is decided during discovery, based on your tier and your channels.
For Salesforce, AWS publishes a CTI Adapter that puts the Amazon Connect Contact Control Panel inside Salesforce (AWS), and Customer Profiles can bring in Salesforce data through Amazon AppFlow with periodic updates (AWS). The agent replaces neither: it queries Salesforce live when it quotes, and during discovery we decide what each one logs, so no activity is duplicated.
And if you used Amazon Pinpoint for campaigns, AWS has announced its end of support and recommends moving segments and campaigns to Amazon Connect Customer outbound campaigns and Customer Profiles; the SMS and WhatsApp APIs continue in AWS End User Messaging (AWS).
| Amazon Connect piece | What it does | What the agent adds |
|---|---|---|
| Amazon Connect AI agents | Serve customers and assist your team, with MCP tools | The sale, with your prices, inventory and Salesforce data |
| A2A collaboration | Brings external agents into a live conversation | A path we evaluate during discovery |
| SMS and WhatsApp | Contact center channels, handled as chats | Follows up and quotes on those channels |
| CTI Adapter for Salesforce | The Contact Control Panel inside Salesforce | We agree on what each one logs |
Based on AWS documentation; availability depends on your Amazon Connect tier and Region.
Amazon Connect is an AWS product: Vantegrate integrates through its public API, and everything already working in your instance stays as it is.
Texting US customers from Amazon Connect: registration and opt-outs
Amazon Connect texts from numbers you get through AWS End User Messaging SMS, and one number can't handle both voice and SMS, so the number customers call isn't the one that texts them (AWS). To text US recipients, the number has to be registered first, whether it's a 10DLC, toll-free or short code number, and AWS treats it as registered only once its status reaches Complete (AWS).
Plan for the timeline: for a US-based company, AWS estimates 1 to 2 business days to register the brand, up to 4 weeks for the 10DLC campaign and up to 10 days for the number (AWS), and a toll-free registration can take up to 15 business days (AWS). Each 10DLC number is registered for a single sender and a single use case, so registration goes at the start of the project.
Once texts flow, if a customer replies STOP, AWS End User Messaging SMS adds them to its opt-out list and blocks later messages to that number. The general SMS rules, including TCPA consent, are on the SMS integration page.
The registration is in your company's name: the brand, campaigns and numbers are registered from your AWS account, and we map each use case (abandoned-call follow-up, quotes, reminders) to its campaign with your team before the first message goes out.
You've seen how it connects. Want to walk through your case?
Tell us how your Amazon Connect is set up and we'll tell you what data we need and where the agent connects.
An agent connected to your Amazon Connect vs. a standalone tool
| Standalone AI tool | Agent connected to your Amazon Connect | |
|---|---|---|
| Data source | A copy that drifts | Amazon Connect and Salesforce, queried live |
| Where your data lives | In a third-party system | Contacts in Amazon Connect, records in your Salesforce |
| Result of each conversation | Stuck in another app | Logged in your Salesforce and, on handoff, as an Amazon Connect task |
| Permissions and audit | Broad and hard to audit | Least-privilege IAM role and a log of every action |
| Reaching production | Often stalls as a pilot | Validated, phased rollout |
Why add an AI agent to your Amazon Connect
Third-party figures, each with its published source. None of them is a Vantegrate result.
10,000+
Amazon Connect Customer customers worldwide, according to AWS
20 million+
Interactions handled every day with Amazon Connect Customer, according to AWS
30%
Of service cases are already handled by AI, as estimated by service teams
Nearly 7x
As likely to qualify a lead when contacted within the first hour as an hour later
AWS reports its own customer and interaction counts on its Amazon Connect Customer page. The service figure comes from a Salesforce survey of 6,500 service professionals, and the HBR figure from 1.25 million leads at US companies.
Which agents run on your Amazon Connect
Two products in the suite use this integration, each with only the permissions it needs.
Sellium
Sales agent: follows up by SMS or WhatsApp on calls abandoned in your Amazon Connect queue and answers sales questions with Salesforce context; it qualifies, quotes from your price lists, collects payment through a link and hands off to your team with a summary.
Explore Sellium
Metrix
Data agent: answers from Slack, Microsoft Teams, WhatsApp or the web how many contacts are in queue and what the abandonment rate or service level is by queue or channel, using Amazon Connect's real-time and historical metrics.
Explore MetrixThe integration doesn't move your contacts anywhere
AI comes to your data, not your data to the AI: the agent reads only what it needs from Amazon Connect and logs the outcome in Salesforce. According to AWS, Amazon Connect Customer encrypts data at rest and in transit, keeps it in the AWS Region you choose and is HIPAA eligible, with support for PCI DSS, SOC and ISO 27001 (AWS).
- Access through Amazon Connect's official API with an IAM role in your AWS account: least privilege, an external ID and the option to revoke it at any time.
- Contact events arrive through an EventBridge rule in your AWS account: the agent receives only what that rule lets through.
- Contacts stay in your Amazon Connect instance and chat transcripts in the S3 bucket you set for that instance; every action the agent takes is logged in Salesforce.
- The agents run on Salesforce or Oracle Cloud Infrastructure, whose SOC 2 and ISO 27001 certifications belong to those platforms, not to Vantegrate; Amazon Connect Customer's belong to AWS.
Frequently asked questions about the Amazon Connect integration
What sales, service and IT teams ask before connecting an AI agent to Amazon Connect.
How do I integrate Amazon Connect with an AI agent?
How do I integrate Amazon Connect with an AI agent?
Through a least-privilege IAM role in your AWS account, which the integration uses to call Amazon Connect's official API. An Amazon EventBridge rule tells the agent about each contact's events, and the agent follows up by SMS or WhatsApp with the customer's Salesforce context or creates a task for your team. For an external agent to join the conversation from inside Amazon Connect, AWS also documents agent-to-agent collaboration over A2A; whether that path fits is decided during discovery. Vantegrate sets up the connection; your team authorizes and validates. Meet the sales agent at Sellium.
Does the agent replace Amazon Connect's AI agents?
Does the agent replace Amazon Connect's AI agents?
No. Amazon Connect Customer's AI agents serve customers and assist your team, and they can use tools through MCP. Vantegrate's agent works the sale with your Salesforce data: it answers, qualifies, quotes and logs the outcome. AWS also documents agent-to-agent collaboration over A2A, which requires the external agent to support A2A with Amazon Connect's extensions; whether that path fits is decided during discovery, where we also define who handles each case, so no customer gets two replies.
Can the agent text from our Amazon Connect numbers?
Can the agent text from our Amazon Connect numbers?
Yes. Amazon Connect connects two-way SMS and WhatsApp Business through AWS End User Messaging, and its API starts an outbound SMS or WhatsApp contact from a number in your instance. For US recipients, the SMS number needs its 10DLC or toll-free registration completed first, and the same number can't handle voice and SMS. If a customer replies STOP, AWS adds them to the opt-out list and blocks later texts. For WhatsApp, business verification can take up to two weeks, so AWS recommends starting it early (AWS). More on the SMS integration page.
What can Metrix answer about our contact center?
What can Metrix answer about our contact center?
Using Amazon Connect's metrics API, Metrix answers in plain English how many contacts are in queue, how long the oldest one has been waiting and how many agents are available, in real time, plus the abandonment rate, service level or average handle time by queue, channel or agent, up to three months back. Each user sees only what their role allows. Meet the data agent at Metrix.
Can the agent follow up with US customers on WhatsApp?
Can the agent follow up with US customers on WhatsApp?
Yes, when the customer is on WhatsApp, which 32% of US adults use (Pew Research Center, 2025). Meta doesn't deliver WhatsApp marketing templates to US phone numbers (Meta); the rule covers marketing templates, not the replies in a conversation the customer starts. So for US numbers the abandoned-call follow-up goes by SMS by default, and WhatsApp takes over when the customer writes to you there or has a number outside the US. More in the WhatsApp integration.
AI agent to human handoff
How the agent passes the conversation to a person, with full context.
Learn moreWhatsApp and Salesforce integration
How each WhatsApp chat lands in your Salesforce with its context and source.
Learn moreSMS integration
The channel rules: 10DLC registration, consent and opt-outs.
Learn moreLet's connect AI agents to your Amazon Connect
Tell us which queues, channels and flows you use in Amazon Connect, and we'll show you which events the agent listens to, which permissions it requests and how each conversation lands in your Salesforce. A 30-minute conversation, no commitment.
Francisco Morales, co-founder, takes your call. We reply on WhatsApp within 4 business hours, no strings attached.
