Amazon Connect CTI Adapter for Salesforce - How to use 'Update Contact Attribute' CTI Flow Block

To solve the problem, please follow these steps:

1. Check for Named Credentials First, check whether you have a designated Named Credentials for Amazon Connect in your Salesforce instance. If it is not available, you need to create a new one. If it is already available, verify that the URL is correct.

The URLs for Amazon Connect in different AWS regions can be found in the official AWS documentation: Amazon Connect Endpoints and Quotas

2. Create Named Credentials If you need to create a new Named Credential, follow these steps:

a. Create an IAM user and attach the managed policy AmazonConnect_FullAccess to it. This policy grants the necessary permissions to interact with Amazon Connect.

b. Copy the Access Key ID and Secret Access Key of the IAM user from the "Security credentials" tab.

c. In your Salesforce instance, go to Setup and search for "Named Credentials" in the left sidebar. Create a new Named Credential with the name and label "AmazonConnectAPI".

d. Enter the appropriate URL for your AWS region. For example, https://connect.eu-west-2.amazonaws.com for the eu-west-2 region.

e. For Identity Type, select "Named Principal", and for Authentication Protocol, select "AWS Signature Version 4".

f. Enter the Access Key ID and Secret Access Key of the IAM user you created earlier.

g. For AWS Region, enter the region you're using, e.g., eu-west-2.

h. For AWS Service, enter connect.

i. Select the "Generate Authorization Header" option.

j. Finally, save the Named Credential.

The detailed steps for creating Named Credentials are documented in the Amazon Connect Salesforce CTI Adapter guide: Recording Controls Setup

3. Check IAM User Permissions If the Named Credentials are already available, check whether the IAM user associated with the Named Credential has sufficient permissions. If the permissions are too restrictive, you can try adding the AmazonConnect_FullAccess managed policy to the IAM user and see if that resolves the issue.

If you need more granular permissions, you can create a custom IAM policy based on the required actions. The AWS documentation provides information on the necessary permissions for various Amazon Connect API actions:

• UpdateContactAttributes
• Amazon Connect Permissions Reference