---
title: "Amazon Connect"
slug: "amazon-connect"
updated: 2026-01-18T13:41:02Z
published: 2026-01-18T13:41:02Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Amazon Connect

> **Who can use this**: Tech admin
> 
> **Available on**: Any Gong plan

Import Amazon Connect calls to Gong. If you use Salesforce Voice Cloud to make and record calls, see [Salesforce Service Cloud Voice with Amazon connect](/v1/docs/salesforce-service-cloud-voice-with-amazon-connect) to set up the connection between Gong and Amazon Connect.

## Overview

Amazon Connect saves calls in two files:

- Call recordings are saved as .wav files
- Call metadata, known as contact trace records (CTR), are saved as JSON or zip files

Gong scans the CTRs, and identifies which calls to import based on two rules:

1. The call owner matches a Gong user with import telephony calls enabled.
2. The length of the recording is over the minimum import threshold set in your [recording settings](/v1/docs/define-the-recording-settings).

Gong extracts the link to the audio file from the CTR, and then imports the call.

Gong can retrieve Amazon Connect call recordings and CTRs only from Amazon Simple Storage Service (Amazon S3). However, they are not saved there by default.

> [!NOTE]
> Note:
> 
> This article describes native Amazon Connect screens and functionalities. The settings described may vary slightly in the Service Cloud Voice bundle.

## Step 1: Set up Amazon Connect to store calls in S3

1. In your AWS Console, go to **Amazon Connect** settings > **Data Storage**.

![AmazonConnect_data_storage](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/24883177741581.png)
2. Enable **Call recordings**.

![AmazonConnect_data_storage2](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/24883206220557.png)
3. Choose the desired S3 bucket to store the call recordings.

![AmazonConnect_call_recording](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/24883190725517.png)

## Step 2: Configure CTRs to be stored in S3

Export CTRs stored in Amazon Connect by streaming these events to an **Amazon Kinesis Data Firehose** delivery stream. The Amazon Kinesis Data Firehose can be configured to deliver the CTRs to an S3 bucket.

1. In your AWS console, go to **Amazon Kinesis**, select **Kinesis Data Firehose**, and then click **Create delivery stream**.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(212).png)

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/dataFirehost.png)
2. Choose the **source** and **destination**:

![AmazonConnect_choose_sourse](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/24883191057549.png)
  - Set the **source** to **Direct PUT**, meaning the data will be pushed directly from Amazon Connect into the Firehose delivery stream.
  - Set the destination to **Amazon S3**.
3. In the **Delivery stream name**, enter a meaningful name.
4. Make sure that **Transform and convert records settings** are **Disabled** (as they are by default).
5. For the **destination** settings:
  1. Provide a valid **Amazon S3** bucket. Gong recommends setting the retention period for the S3 bucket to between 1 and 3 months. This is to ensure all calls are imported to Gong and if necessary, to allow enough time for troubleshooting.
  2. Leave **Dynamic partitioning** disabled.
  3. Leave the optional **prefix** settings blank.

> [!NOTE]
> Note:
> 
> By default, Kinesis Data Firehose appends the prefix “YYYY/MM/dd/HH” (in UTC) to the data it delivers to Amazon S3. Gong requires this format to successfully import calls.
6. Choose **Create delivery stream** and wait for the delivery stream to become active.

This can take several minutes.
7. In your AWS console, go to **Amazon Connect** settings > **Data Streaming**.

![AmazonConnect_data_streaming](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/24883206702733.png)
8. Make sure that data streaming is **enabled**.
9. In the Contact Trace Records area, choose **Kinesis Firehose**, and select the delivery stream created above.

![AmazonConnect_data_streaming2](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/24883229058701.png)
10. Click **Save**.

## Step 3: Ensure Gong can access both S3 buckets

There are 2 ways you can give Gong access to your S3 buckets:

1. Create general access credentials for both S3 buckets, and set Gong to retrieve CTR/metadata files and audio/recordings using those credentials.
2. Have Gong define a dedicated user to access both S3 buckets to retrieve CTR/metadata files and audio/recordings - contact Gong Support to set this up.

Whatever way you chose, make sure that you have all the information you need to enable the integration in step 4:

- AWS S3 access key ID (for general access method only)
- AWS S3 secret access key (for general access method only)
- S3 path - the file path to the CTR files set up in step 2.

## Step 4: Enable the Gong-Amazon Connect integration

**Before you begin:** Make sure that there is at least one call from the past week in the call recording and CTR S3 buckets. This call is used to validate the path when the integration is enabled.

> **Where to go:**Admin center > Settings > Data capture > Telephony systems

1. In the **Telephony systems** page, click **+ Add telephony system** and then choose **Amazon Connect**.
2. According to your chosen access method, enter:
  - **S3 Access Key ID** (for general access method only)
  - **S3 Secret Access Key** (for general access method only)
  - The **S3 region** of the S3 bucket
3. Add the **S3 metadata** path - this is the path to the metadata files in the folder structure you set up in step 2.

We get the location of the call recording from the metadata (CTR) file, so there's no need to specify it.
4. Select the **Speaker Channel** to the desired channel.
5. Click **CONNECT**.

## Supported dialer features

This table lists how different features are supported. See [Supported dialer features](/v1/docs/supported-features) for more details of each feature.

| Feature | Description | Supported |
| --- | --- | --- |
| Additional call types | In addition to regular calls, imports: - Short calls (under 30 seconds) - Call attempts - Non-recorded calls | No |
| Call disposition | Imports the call outcome | No |
| Purpose | Imports the call purpose | No |
| Call direction | Indicates whether the call is inbound or outbound | Yes |
| Import past calls | When setting up the integration, automatically imports the last 90 days of calls | Yes |
| User matching | The field in the call used to match the Gong user to the dialer user | Combine user’s name with company domain name to create an email |
| Speaker experience | Indicates if the call is recorded using stereo or mono | Stereo |
| Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |

A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin).

Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats).