AWS Contact Center

Automate case synchronization between Amazon Connect and Salesforce

by Joyson Neville Lewis, Alex Buckhurst, Rijeesh Chathoth, and Sanjeet Sanda on Permalink Share

Amazon Connect customers often integrate with Salesforce to simplify the agent experience with a unified customer view. While each service excels in its domain, when cases created in Amazon Connect aren’t synchronized back to Salesforce and vice versa, agents lose visibility into the complete customer journey. This leads to duplicated efforts and inconsistent service delivery.

This blog post demonstrates how to implement bidirectional, real-time case synchronization between Amazon Connect Cases and Salesforce using AWS serverless technologies. The solution uses Salesforce’s native integration with Amazon EventBridge as a partner event source, to build event-driven applications without complex custom integrations.
This post shows how to synchronize case data between Amazon Connect and Salesforce. The benefits include consistent customer experience using existing investments, and streamlined case management workflows across teams.

Overview of solution

This solution enables bidirectional case synchronization between Amazon Connect and Salesforce using AWS serverless technologies and Salesforce’s native EventBridge integration. Amazon Connect Cases provides built-in case management capabilities for customer service teams to track, collaborate on, and resolve customer issues without additional integration. When cases are created or updated in either system, they are automatically synchronized through event-driven workflows orchestrated by AWS Step Functions, ensuring reliability, scalability, and complete audit trails.

Walkthrough

This walkthrough guides you through implementing the complete bidirectional synchronization solution.
The process includes these five steps: –
1. Setting up Salesforce platform events and flows.
2. Establishing Salesforce Event Relay to Amazon EventBridge.
3. Configuring Amazon Connect Cases event streams.
4. Deploying the AWS serverless infrastructure.
5. Testing the bidirectional synchronization.

Implementation repository: Salesforce-Amazon-Connect-Cases-Integration

Prerequisites

For this walkthrough, you should have the following prerequisites:

Solution architecture

The solution implements two synchronized flows using Amazon Connect Cases event streams:

Salesforce to Amazon Connect Flow

1. Cases created/updated in Salesforce initiate platform events.
2. Salesforce Event Relays send events to Amazon EventBridge.
3. Events are queued in Amazon SQS for processing.
4. AWS Step Functions transform the data for Amazon Connect compatibility.
5. AWS Step Function invoke API operations to create or update Cases in Amazon Connect.

Amazon Connect to Salesforce Flow

1. Amazon Connect Cases generates near real-time event streams when cases are created or updated.
2. Amazon EventBridge receives these events on the default event bus.
3. Amazon SQS queues the events for processing.
4. AWS Step Functions transforms the data for Salesforce compatibility.
5. AWS Step Functions invoke the Salesforce API destination configured in Amazon EventBridge.
6. Salesforce receives the platform events and creates or updates the corresponding cases.

Step Functions orchestration

The following image depicts an AWS Step Functions workflow that synchronizes Salesforce cases to Amazon Connect by validating data and creating or updating cases based on Case ID presence.

The following image depicts an AWS Step Functions workflow that receives Amazon Connect case events via SQS, parses them with Lambda, validates the event status, and either ignores invalid events or forms and sends create/update events to Salesforce.

Implementation steps

For detailed step-by-step implementation instructions, including:
– Salesforce platform events and flows configuration.
– Event Relay setup and EventBridge integration.
– Amazon Connect Cases event streams configuration.
– AWS SAM template deployment and parameter configuration.
– Testing scenarios and validation procedures.

Refer to the comprehensive documentation in this GitHub repository

The repository includes:
– Complete AWS Serverless Application Model (AWS SAM) template for AWS resource deployment.
– Detailed installation and configuration guide.
– Testing scenarios and validation steps.

Testing and Validation

The solution has been tested across various scenarios:

Test scenario 1: Case creation synchronization

When a case is created in Amazon Connect Agent Workspace, a corresponding case is created in Salesforce. Their details are synced. This process also works for a case created in Salesforce.
Here is the screenshot of a Connect Case:

This is the resulting Salesforce Case:

Test scenario 2: Bidirectional updates

Adding a comment to a case in Salesforce automatically adds the comment in the corresponding case in Amazon Connect and vice versa.

The image shows a comment added in the Salesforce case:

The following image shows that the comment is added to the Amazon Connect case:

Updates made in either system are reflected in near real-time, maintaining data consistency across platforms.

Test scenario 3: Step function monitoring

AWS Step Functions provide complete visibility into the synchronization process, enabling monitoring and troubleshooting.

The image shows the control flow of the step function, with the execution path highlighted

Cleaning up

To avoid incurring future charges, delete the resources created:

  1. Delete the AWS CloudFormation stack created by the AWS SAM deployment.
  2. Remove manually created resources in Salesforce (platform events, flows, event relays).
  3. Stop Amazon Connect Cases event streaming if no longer needed.

Business use cases and outcomes

Use case 1: Product defect management

Scenario: A customer calls about a defective product. The support agent creates a case in Amazon Connect Cases during the call.

Outcome: The case automatically syncs to Salesforce, enabling the product team to track defect patterns and trends while the support team handles customer communication.

Business impact:

  • Faster defect identification and resolution
  • Improved cross-team collaboration
  • Better product quality insights

Use case 2: Omnichannel support continuity

Scenario: A customer reports a software issue via email, creating a Salesforce case. Later, they call for a follow-up.

Outcome: When the customer calls, agents have continuity to the conversation with complete visibility into the email-initiated case history through Amazon Connect Cases.

Business impact:

  • Enhanced customer experience through context continuity
  • Reduced call handling time
  • Improved first-call resolution rates

Use Case 3: Financial dispute resolution

Scenario: During a billing dispute call, the agent creates a case in Amazon Connect Cases to document the issue.

Outcome: The case instantly syncs to Salesforce, and powers the finance team to begin processing the dispute resolution while maintaining consistent information across all customer touchpoints.

Business impact:

  • Faster dispute resolution
  • Reduced customer effort
  • Improved interdepartmental coordination

Conclusion

The automated case synchronization solution between Amazon Connect and Salesforce demonstrates how modern serverless architectures can solve complex integration challenges while delivering significant business value. By using Amazon EventBridge, Step Functions, and native Salesforce capabilities, organizations can:

  • Maintain their existing tool preferences and data consistency.
  • Improve customer experience through omnichannel support.
  • Increase operational efficiency through automated workflows.
  • Scale their integration capabilities without infrastructure overhead.

This architecture pattern can be extended to other CRM systems and use cases, making it a valuable template for enterprise integration scenarios. The event-driven, serverless approach makes the solution cost-effective, scalable, and maintainable as business requirements evolve.

Author bios

Rijeesh is a Professional Services Consultant at AWS with deep software engineering expertise and Contact Center domain knowledge. He helps customers achieve business outcomes using Amazon Connect, Amazon Lex, and generative AI features. Rijeesh specializes in designing innovative contact center solutions with a focus on best practices and architectural excellence to drive customer success.

 

 

Joyson is a Sr. Conversational AI Architect with AWS Professional Services. Joyson worked as a Software/Data engineer before diving into the Conversational AI and Industrial IoT space. He assists AWS customers to materialize AI outcomes using Voice Assistant/Chatbot and IoT solutions.

 

 

Sanjeet Sanjeet, an AWS Professional Services consultant, specializes in Amazon Connect with 20+ years of contact center expertise. He helps enterprises transition to Amazon Connect platforms, focusing on integration and automation. In his free time, he enjoys family activities, barbecues, and beach outings.

 

 

Alex Buckhurst is a Senior Amazon Connect consultant at Amazon Web Services with a focus on innovation and building customer-centric designs. In his downtime, Alex enjoys playing squash, perfecting his BBQ skills, and cherishing moments with his family.