> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Integration with Salesforce Service Cloud Voice Amazon Connect Telephony
The Agent AI integration with Salesforce Service Cloud Voice (Amazon Connect Telephony) combines Salesforce CRM with Amazon Connect's telephony system. Agents get real-time AI-driven insights, suggestions, and automation, resulting in improved response times, customer satisfaction, and operational efficiency.
## Prerequisites
Before integrating Agent AI with Salesforce Service Cloud Voice, meet the following prerequisites:
* In Salesforce
* Service Cloud Voice license must be available.
* [Kore Agent AI Salesforce](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HSGlnUAH) package installed.
* In Kore
* Agent AI admin permission is required.
## Salesforce Service Cloud Voice Setup
1. Sign in to **Salesforce**.
2. Click the **Gear** icon > **Service Setup**.
3. Type **amazon** in the quick search box, then select **Amazon Setup** from the suggestions list.
4. Select **Enable Omni-Channel**.
5. Turn on the **Enable Service Cloud Voice** toggle.
6. You receive the following email for further steps:
7. Reset the password for the **AWS account**.
8. Turn on **Service Cloud Voice** again; you receive the following email:
9. Follow the steps in the email. You receive the following email when Service Cloud Voice is successfully enabled:
10. Sign in to the **AWS** account, and provide the **GST number** in the **Account** > **Tax Settings** page.
11. Click **Confirm Settings** under the **Register Tax Number** section.
12. Click **Acknowledge**.
13. Click **New** to create an Amazon Contact Center from the **Salesforce Service Setup**. This creates the Amazon Connect instance in AWS.
14. Open the **AWS Connect** instance:
15. Sign in to the **AWS Connect** instance, and click **Manage Phone numbers** > **Claim a number**.
16. Go to **Salesforce Amazon Contact Center**, and map the contact center channels.
Refer to [Set Up Service Cloud Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_turn_on_parent.htm\&type=5) for help.
## Create Agent Presence Status
1. Click the **Gear** icon > **Setup**.
2. Type **Presence Statuses** in the quick search box, then click **Presence Statuses** in suggestions.
3. Click the **New** button.
4. Enter the **Status Name**, and select **Status Options**.
5. Select the **Service Channels**, and click **Save**.
## Add Omnichannel to the Utility Bar
1. Click the **Gear** icon, and enter "App Manager" in the search box.
2. Click **APP MANAGER** from the suggestions list.
3. Search for the **Service Console**, click the dropdown list against it, and click **Edit**.
4. Click **Utility Items (Desktop Only)** > **Add Utility Item**.
5. Search for **Omni-Channel**, and select it.
6. Rename the label if required, then click **Save**.
Once the above configuration is complete, you can call the **Amazon Connect** number and accept it via the **Omnichannel** tool. Then proceed with the next steps.
## Install Agent AI Package
The Kore Agent AI package installation is a simple 3-step process:
1. Visit [Salesforce AppExchange](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000HSGlnUAH).
2. Select one of the three available options: **Install for admins only**, **Install for All Users**, or **Install for specific Profiles**.
3. Click **Install**.
## Configure Agent AI for Salesforce
This section covers the post-installation steps for Agent AI integration with Salesforce.
### Enable Kore Agent AI Package Features
1. Click the **app launcher**, and type **Kore** in the **quick search** box.
2. Click **Kore AgentAssist Feature Configuration** from the suggestions list.
3. Click the **New** button in the top-right corner, and select the desired features in the package.
* **Configuration Name:** Provide a name for the configuration.
* **CTI Provider**: Skip this field.
* **Salesforce OmniChannel Solution**: Select "Chat and Voice" or "Voice" based on your license.
* **Active**: Only one feature configuration can be active at runtime.
4. Click **Save**.
5. Click **Edit** to modify existing feature configurations.
### Set up Widget Configuration
1. Click the **app launcher** in the top-left corner.
2. Type **Kore AgentAssist Configuration** in the quick search bar, then click **Kore AgentAssist Configuration** from the suggestions list.
3. Click the **New** button to add a configuration.
4. Fill in all the details, and click **Save**.
In the AgentAssist URL field, use the URL from **Agent AI** > **Flows & Channels** > **Channels** > **Digital** > **Web/Mobile Client** of your Agent AI instance.
Only one configuration can be active at a time; the active configuration is used at runtime.
5. Choose the language to enable for the Agent AI widget. The default language is English.
### Place the Widget in the Voice Calls Record Page
1. Click the **app launcher**, and search for **Voice Calls** in the quick search box.
2. Open any voice call record page, and click the **Gear** icon.
3. Click **Edit Page**.
4. In the search box, search for **koreAgentAssistVoice**. Components appear under the **Custom-Managed** section.
5. Drag the component to the required location on the screen and adjust the height and width as needed.
6. Click **Save**.
## Initiate the Voice
1. Click the **app launcher**, and type **Service Console** or the name of the **Lightning app** you created in the quick search bar.
2. Select **Service Console** in the suggestions list.
3. At the bottom of the page, in the **Utility Bar**, click **Omni-Channel** and change the status to **Available for Voice**.
4. When a user calls an agent, a voice call record page pops up automatically. Accept the call by clicking the **tick mark** button, as shown in the following image:
5. After the agent accepts the call, the voice call record page appears with the Kore Agent AI widget on the right side.
