I'm working on integrating Salesforce with Amazon Connect to handle inbound customer calls. The connection between Salesforce and Amazon Connect appears to be set up correctly. Outbound calls from Salesforce to customers are working fine, and a voice call record is created.
However, when a customer calls our support number, the call reaches Amazon Connect but is not routed to Salesforce as expected. I'm using an Omni-Channel Flow for routing, and when I try to debug the flow, I encounter the following error message:
"Error Occurred: The Service Channel ID 0N9Ua0000000Po1KAE isn't valid for this record type."
What I've Checked So Far:
- Confirmed the Service Channel ID 0N9Ua0000000Po1KAE is correctly configured.
- Verified that the Record Type assigned to the created call record is valid for the object in question.
- Checked the Routing Configuration and the Queue settings.
- Ensured that the Amazon Connect - Salesforce integration is configured correctly.
Omni-Channel Flow Details:
- The flow checks if the customer exist then route the call accordingly.
- The debug log shows that the flow fails at the Route to Contact Owner step.
Questions:
- What could be causing the Service Channel to not recognize the Record Type for inbound calls?
- Are there any additional configurations I should verify in Amazon Connect or Salesforce?
- How can I ensure the correct Record Type is assigned to incoming call records from Amazon Connect?
Any help or guidance is appreciated! Thank you!
