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This Guidance shows how to implement Salesforce Virtual Care, which integrates Amazon Chime with Salesforce Health Cloud to facilitate accessible video and audio support for patient-clinician interactions. Virtual Care video call sessions can use Amazon Transcribe or Amazon Transcribe Medical to generate real-time audio transcriptions, which can display text captions directly on the interface for accessibility. By using this Guidance, you can scale digital engagement, offer improved care-team efficiency, remove barriers to healthcare, and provide a more connected, equitable experience.
Note: [Disclaimer]
Architecture Diagram
[Architecture diagram description]
Step 1
A patient requests an appointment through their healthcare provider’s self-service application.
Step 2
Events from Amazon Chime SDK move over the default event bus from the Amazon Chime SDK control plane to Amazon EventBridge.
Step 3
An EventBridge rule that filters aws.chime events and a predefined input transformer rule modify the event and create a platform event in Health Cloud.
Step 4
During an active appointment session through a Salesforce-connected app, Amazon Chime SDK communicates to the Amazon Chime media services endpoint to receive transcription requests.
Step 5
Amazon Transcribe or Amazon Transcribe Medical receives and processes the transcription requests.
Step 6
For event delivery-failure handling:
- An Amazon Simple Queue Service (Amazon SQS) queue serves as a dead-letter queue (DLQ).
- AWS Key Management Service (AWS KMS) encrypts all messages stored in the Amazon SQS DLQ.
- An Amazon CloudWatch alarm monitors the Amazon SQS DLQ depth and invokes an alert when the configured threshold is exceeded.
- An Amazon Simple Notification Service (Amazon SNS) topic sends email notifications to interested parties when the CloudWatch alarm is invoked.
Step 7
AWS Secrets Manager securely stores Salesforce credentials and connection secrets.
Step 1
A patient requests an appointment through their healthcare provider’s self-service application.
Step 2
Events from Amazon Chime SDK move over the default event bus from the Amazon Chime SDK control plane to Amazon EventBridge.
Step 3
An EventBridge rule that filters aws.chime events and a predefined input transformer rule modify the event and create a platform event in Health Cloud.
Step 4
During an active appointment session through a Salesforce-connected app, Amazon Chime SDK communicates to the Amazon Chime media services endpoint to receive transcription requests.
Step 5
Amazon Transcribe or Amazon Transcribe Medical receives and processes the transcription requests.
Step 6
For event delivery-failure handling:
- An Amazon Simple Queue Service (Amazon SQS) queue serves as a dead-letter queue (DLQ).
- AWS Key Management Service (AWS KMS) encrypts all messages stored in the Amazon SQS DLQ.
- An Amazon CloudWatch alarm monitors the Amazon SQS DLQ depth and invokes an alert when the configured threshold is exceeded.
- An Amazon Simple Notification Service (Amazon SNS) topic sends email notifications to interested parties when the CloudWatch alarm is invoked.
Step 7
AWS Secrets Manager securely stores Salesforce credentials and connection secrets.
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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.
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Operational ExcellenceRead the Operational Excellence whitepaper
CloudWatch improves operational processes by automating tasks like monitoring resources, detecting issues, and auditing changes. By collecting metrics, logs, and event data, it provides visibility into the performance and health of your system. For example, it monitors the depth of the Amazon SQS DLQ, and you can configure it to alert you when a specified threshold is breached.
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SecurityRead the Security whitepaper
AWS KMS integrates with other AWS services to manage data encryption. For example, you can create and control cryptographic keys to encrypt all messages stored in the Amazon SQS queue. Additionally, Secrets Manager securely stores Salesforce credentials and connection secrets, helping you manage and maintain access to your applications, services, and IT resources.
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ReliabilityRead the Reliability 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.
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Performance EfficiencyRead the Performance Efficiency whitepaper
This Guidance configures various managed serverless services so that it can scale automatically without the need for you to perform instance-level management. For example, because EventBridge is serverless, you don’t need to provision new hardware or software to set up additional jobs.
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Cost OptimizationRead the Cost Optimization 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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SustainabilityRead the Sustainability whitepaper
EventBridge is a serverless event bus for ingesting and routing data, minimizing the need for you to maintain physical infrastructure and reducing your overall resource consumption. This helps you lower your carbon emissions compared to running physical servers and hardware on premises.
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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.
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.