Service Cloud Voice Implementation Guide
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Using the Service Cloud Voice Lambda Functions for Amazon Connect
Salesforce provides a set of Lambda functions, which are available within your Amazon
Connect instance after provisioning the instance with Service Cloud Voice. You can use these
Lambdas in Amazon Connect contact flows.
These Lambdas interact with Salesforce to perform the following actions:
- Create a voice call (InvokeTelephonyIntegrationApiFunction).
- Start real-time transcription and save transcripts to Salesforce (kvsConsumerTrigger, kvsTranscriber).
- Sync data between a contact trace record (CTR) and a VoiceCall object (CTRDataSyncFunction).
- Invoke the Salesforce REST API to perform CRUD operations on Salesforce objects, such as cases, accounts, or custom objects (InvokeSalesforceRestApiFunction).
For more detail, refer to the reference pages for the Lambda functions.