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AWS Solutions Library

Guidance for Configuring Virtual Calls on Salesforce Using Amazon Chime

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Overview

This Guidance demonstrates how to deploy Salesforce with Amazon Chime to support Virtual Calls on Salesforce. It helps you improve the consumer experience, unlock team efficiency, and scale digital engagement by integrating Salesforce Virtual Calls with Amazon Chime for video conferencing using an AWS CloudFormation template. Virtual Calls support video and audio for business-to-consumer interactions and can use Amazon Transcribe to generate real-time captions from audio transcriptions, enhancing accessibility.

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

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Deploy with confidence

Ready to deploy? Review the sample code on GitHub for detailed deployment instructions to deploy as-is or customize to fit your needs. 

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Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

With CloudWatch, you can collect metrics, logs, and events, providing visibility into your system's performance and health. In this Guidance, a CloudWatch alarm monitors the Amazon SQS dead-letter queue depth, alerting when the configured threshold is exceeded. Alarms can trigger automated actions when thresholds are breached. These services support operational excellence by automating monitoring, issue detection, and change auditing, improving operational processes.

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AWS KMS allows you to create and manage cryptographic keys used for data encryption. In this architecture, AWS KMS encrypts all messages stored in the Amazon SQS queue. Secrets Manager securely stores sensitive information like Salesforce credentials and connection secrets, helping manage access to applications and resources.

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AWS KMS stores multiple encrypted copies of your keys in systems designed for 99.999999999% durability. AWS maintains multiple copies of the encrypted keys, providing high durability and ensuring keys are accessible when needed.

Read the Reliability whitepaper 

EventBridge is a serverless event bus service, eliminating the need to provision hardware or software for additional jobs. By using serverless services like EventBridge, your workloads can scale seamlessly without you having to managing instances, so you can instead focus on building applications instead of managing infrastructure.

Read the Performance Efficiency whitepaper 

For serverless services like EventBridge, you only pay for what you use. Serverless computing allows you to run compute resources only when needed, eliminating the need to pay for idle capacity.

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EventBridge minimizes the need for physical infrastructure, reducing overall resource consumption. Using serverless services helps lower carbon emissions compared to running on-premises with physical servers and hardware.

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Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.