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.

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Architecture Diagram

[Architecture diagram description]

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Well-Architected Pillars

The AWS Well-Architected Framework helps you understand the pros and cons of the decisions you make when building systems in the cloud. The six pillars of the Framework allow you to learn architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable systems. Using the AWS Well-Architected Tool, available at no charge in the AWS Management Console, you can review your workloads against these best practices by answering a set of questions for each pillar.

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.

    Read the Operational Excellence whitepaper 
  • 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.

    Read the Security whitepaper 
  • 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.

    Read the Cost Optimization whitepaper 
  • 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.

    Read the Sustainability whitepaper 
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This [blog post/e-book/Guidance/sample code] demonstrates how [insert short description].

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.

References to third-party services or organizations in this Guidance do not imply an endorsement, sponsorship, or affiliation between Amazon or AWS and the third party. Guidance from AWS is a technical starting point, and you can customize your integration with third-party services when you deploy the architecture.

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