Integrate Amazon Connect with ElevenAgents
Transform your contact center with natural, human-sounding AI voice agents that handle real-time phone conversations at enterprise scale
Setup time
10-15mins
Difficulty
Intermediate
Category
Contact Center & Telephony
Type
First Party
Let ElevenAgents handle calls seamlessly with Amazon Connect
By integrating Amazon Connect with ElevenAgents (A2A), you can deploy natural, human-sounding conversational AI agents to handle inbound and outbound calls. This powerful combination enables your contact center to automate routine inquiries, provide 24/7 availability, and scale support without scaling headcount.
Your AI agents can greet callers, understand natural language requests through advanced speech recognition, and respond with expressive, multilingual voices. The integration supports real-time data lookups, workflow automation, and seamless handoffs to human agents when needed, all while maintaining enterprise-grade security and compliance. Works with your existing Amazon Connect phone numbers, contact flows, and queues. Amazon Connect handles telephony and routing, and ElevenAgents handles the conversation.
This integration offers both low-code visual flows and full API control for custom implementations. Whether you're handling customer support, appointment scheduling, or complex call routing, Amazon Connect + ElevenLabs delivers the reliability, performance, and scalability your agents need.
Features
Integration features
Powerful capabilities that make your AI agents production-ready for enterprise telephony
The Amazon Connect integration connects an Amazon Connect contact flow directly to an agent in ElevenAgents over Amazon Connect’s third-party AI agent protocol, an extension of the open A2A protocol. Amazon Connect owns telephony, routing, and the queue; ElevenAgents owns the conversation.
Installation
Installation guides
Get your agents integrated with Amazon Connect in under 30 minutes. For the full setup, see the Amazon Connect integration docs.
Configure ElevenLabs
Create or select an agent in ElevenAgents and give it a first message so it speaks as soon as the hand-off completes. Enable the End call system tool, and optionally add an Amazon Connect transfer rule so the agent can escalate callers to a human. Create a dedicated API key scoped to ElevenAgents, and note your agent’s WebSocket URL.
Register the ElevenLabs application in AWS
Store your API key in AWS Secrets Manager, encrypted with a customer-managed KMS key that grants Amazon Connect decrypt access. Register the ElevenLabs WebSocket URL as an AppIntegrations application, associate it with your Amazon Connect instance, and allow it in a security profile. Then publish an orchestration AI agent that hands off every voice conversation to ElevenLabs immediately.
Build the contact flow
Create an Amazon Lex V2 bot with the AMAZON.QInConnectIntent intent and speech-to-speech enabled. In your contact flow, add a “Connect assistant” block and a “Get customer input” block that invokes the bot, with session attributes pointing to your orchestration agent. Then add a “Check contact attributes” block that routes the Complete outcome to disconnect and the Escalate outcome to a queue transfer.
Test the integration
Publish the flow, assign a phone number to it, and place a test call. Confirm the conversation appears in ElevenLabs with Amazon Connect as its source, and check your flow log for the Complete or Escalate result.
Troubleshooting
Troubleshooting & support
Common issues, solutions, and support resources to keep your integration running smoothly
Amazon Connect
amazon.comSetup time
10-15mins
Difficulty
Intermediate
Category
Contact Center & Telephony
Type
First Party
