# Integrate voice with Amazon Connect

> The Amazon Connect integration provides your organization with a way to support customers through a phone call, by providing a full view of that customer's h...

Source: https://help.kustomer.com/en_us/amazon-connect-SJwmKMS7

Last updated: 2025-06-09T20:30:15.914Z

The Amazon Connect integration allows your organization to support customers over the phone by providing a full view of that customer's history as soon as an agent picks up the phone. Once the integration is complete, you can take Amazon Connect calls from within the Kustomer platform.

Amazon Connect supports you in creating multiple instances based on your business needs. For example, you may want to have separate contact centers in multiple locations to provide more global support for your customers. You can add up to 5 Amazon Connect instances to your Kustomer organization.

**Note:** The ability to connect to more than one instance in Kustomer is currently in beta access.

**Who can access this feature?**

**User types**

*   Admins can access Voice Settings.
*   Any user can be configured to see voice call bar controls.
*   Teams and Users that have their permission set defined as _Read/View & Create_ on all customers and _Read/View & Create & Update_ on all conversations. For more information, see [Best practices for permission sets](https://help.kustomer.com/permission-sets-best-practices-B1Gdh27gL#AmazonConnect).

  

### In this article

*   [How does Amazon Connect work with Kustomer?](#how)
*   [Add your Kustomer URL to Amazon Connect](#add)
*   [Install the Amazon Connect app](#install)
*   [Configure voice settings](#configure)
*   [User statuses and Amazon Connect](#sync-statuses)
*   [Give users access to Amazon Connect in Kustomer](#give)
*   [Sign in to Connect as a user](#sign-in)
*   [Sound and connectivity configurations](#sound)
*   [Connect network configuration](#network)
*   [Call recordings](#call)
*   [Use Kustomer data in Amazon Connect contact flows (IVRs)](#use)

### How does Amazon Connect work with Kustomer?

The Amazon Connect app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. All calls made or received in Amazon Connect are recorded within Kustomer in the customer's timeline. Here, you will be able to see if a call is coming in, in progress, or completed, along with call details such as phone number and the length of the call. Kustomer can create new customers and conversations from the calls. If an existing customer calls you, Kustomer will create a new conversation on their timeline. 

**Note:** For conversations to be created in Kustomer during a call, the agent must be logged into both Amazon Connect and Kustomer. Additionally, outbound calls must be placed from the Kustomer widget. If the agent places a call directly from Amazon Connect, a conversation will not be created in Kustomer.

When an agent takes a call on Amazon Connect, a message is created in Kustomer that includes the following data:

*   Connection type (inbound, outbound)
*   External ID to the conversation
*   Phone number
*   Dialed number

Here is an example of the message object created in Kustomer for an Amazon Connect call:

{
  connectionType: 'agent' | 'inbound' | 'outbound' | 'monitoring';
      conversationExternalId: string,
      externalId: string,
      originalExternalId: string,
      phoneNumber: string,
      dialedNumber: string,
      isInbound: boolean,
      isCallback: boolean,
      Queue: string,
      service: 'amazon-connect',
      attributes {key: {name: string, value: string}},
  };

  
The `attributes` key contains a map of attributes that Amazon Connect populates with [Amazon Connect Contact Attributes](https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-attributes.html). You can add more data points to this key via [Amazon Connect flows](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-contact-flows.html). Once added, Kustomer will listen for these attributes and include them in the meta for each message sent from Amazon Connect to Kustomer. For more information on creating a new flow, see this [article](https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-flows.html).

### Add your Kustomer URL to Amazon Connect

You must add your Kustomer organization URL as a trusted URL in your AWS _console_ settings. This is not the same as your Amazon Connect account settings.

**To add your Kustomer organization:**

1.  As an Amazon Connect Admin with Property permissions, go to [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/).
2.  Select the Amazon Connect instance you want to set up. 
3.  Go to the **Approved Origins** section in the side panel and select **Add domain**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e4cf8bf1ff523468e0bfb6d2e7923ce6.png)
4.  Enter your organization’s base URL as an origin (for example, `https://acme.kustomerapp.com`) and select **Add domain**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9c16b0c9c7efb74cac11968bfab47a89.png)

Your Kustomer organization is now listed on the Approved domains page.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8a55e809d12a21001732b879f9af9aed.png)

### Install the Amazon Connect app

To integrate Amazon Connect with Kustomer, install the Amazon Connect app from within the Kustomer App Directory.

1.  Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6c5d166019e2f0a1368009429161c71e.png), search for Amazon Connect, and select **Install**.
2.  Review the terms and select **Install App**.

### Configure voice settings

Once the Amazon Connect app is installed, you must configure voice settings to start receiving voice calls. To proceed, you will need the instance alias of your Amazon Connect account. 

**To configure your voice settings:**

1.  Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6c5d166019e2f0a1368009429161c71e.png)and select **Amazon Connect** in the sidebar.
2.  Select ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/74c725a57715b7f2265cb4adb5b41c7c.png)for the instance you are configuring.
3.  Enter a title for the instance you are setting up. This name is internal and helps you identify the instance.
4.  Select the domain your Amazon Connect instance is hosted on from the **Amazon Connect access URL** drop-down menu.
5.  Enter the instance alias for your Amazon Connect account in the **Amazon Connect instance alias** box. For example, if your Amazon Connect URL is `acme.awsapps.com/connect`, your instance alias is `acme`.
    
    **Note:** If your Amazon Connect login page differs from the standard login screen—for example, a SSO login page—you can override the default Amazon Connect login page using the **Custom login URL** setting.
    
6.  Select **Save Changes**. Your new instance is shown on the Amazon Connect page. If you have beta access to the feature, you can add up to 5 instances by selecting **Add Instance** and entering those details. 

### User statuses and Amazon Connect

You can sync user statuses so that users only need to make one update in Kustomer. This will require you to create statuses in Amazon Connect and Kustomer before they can be linked on the Settings page.

For example, once statuses are linked, users who take a phone call will be placed in a Busy state, which means they are available but on a call. While in a Busy state they will not be routed any work from a Kustomer queue. For more information, see [Sync Amazon Connect statuses to Kustomer](https://help.kustomer.com/sync-amazon-connect-statuses-to-kustomer-ryZWyq5dF).

### Give users access to Amazon Connect in Kustomer

Users can use the Amazon Connect controls inside of Kustomer only after being added to a team with the Amazon Connect setting turned on. 

**To give a team access to Amazon Connect:**

1.  Go to **Settings**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/054d3de98751026a28f2ecaf16982acc.png)**\> Users >** **Teams**.
2.  Create a new team, or select **Edit**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/74c725a57715b7f2265cb4adb5b41c7c.png)for an existing team.
3.  Go to the **Routing profile** tab.
4.  Turn on the **Route conversations and tasks to this team** toggle if not already done.
5.  Select the Amazon Connect instance you are giving this team access to from the Third-party voice queues drop-down menu.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a8458887d1e67e7ccaaf53541be2fc58.png)
6.  Select **Save Changes**. All users who are members of this team will instantly have the Amazon Connect control bar enabled at the bottom of their Kustomer window.

### Sign in to Connect as a user

If a user is already signed into their Amazon Connect account, that account will be matched to the user they're signed in as inside Kustomer. If a user is not signed into Amazon Connect, they must sign in before they can set their status as available within Kustomer.

**To log in to Connect:**

1.  Select **Log into Voice Service** in the user toolbar.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b9e25cec7ba166e63a296be00fab7db4.png)
2.  Once signed into Connect, change your [user status](https://help.kustomer.com/en_us/user-statuses-H1qvvNnD7) to **Available** to start receiving calls immediately.

### Sound and connectivity configurations

To use Amazon Connect, you must be connected to the internet and allow your browser (Chrome or Firefox only) to have access to your sound and microphone. If either of these configurations is not set up correctly, you will not be able to receive calls. For more information, see [Amazon Connect sound and connectivity configurations](https://help.kustomer.com/en_us/amazon-connect-sound-and-connectivity-HJH3coekp).

### Call recordings

Amazon Connect lets you set up contact flows and record calls between users and customers. You'll need to ensure this is configured properly in Connect so it can be accessed within Kustomer.

Users cannot listen to calls within a voice conversation on a customer timeline unless they can access Call Recordings in their Amazon Connect Security Permissions. These permissions are not granted by default to users within Amazon Connect.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d71d255992d38800d50772e75c7e81c1.png)

### Use Kustomer Data in Amazon Connect contact flows (IVRs)

With the Amazon Connect integration, you can dynamically insert customer data, conversation data, and custom object data (for example,  order data) inside of your contact flows. There are many ways this could be valuable for automation, but here are a few examples:

*   When a customer calls in, use their phone number to automatically look up a custom attribute (for example, "medallion status") in Kustomer and branch them to a special queue based on the value.
*   Automatically tell a customer the current status of their most recent custom object (for example, shipping status of an order, or flight status).
*   Check to see if they have an existing open conversation (case) in Kustomer, and if so, append the call to an existing omnichannel conversation (rather than create a completely new conversation).

For more details on configuring this feature, see [Amazon Connect: Integrate Kustomer data into your IVR using Lambdas](https://kustomer.kustomer.help/en_us/amazon-connect-integrate-kustomer-data-into-your-ivr-using-lambdas-By7qHQyum).