Do I have to migrate off Amazon Connect?

No. Connect stays your contact center. Open is a SIP destination on the contact flow branch you choose.

Do I need a Chime VoiceConnector?

It is the cleanest way to route SIP from Connect to Open. Some integrations route via a partner SIP trunk instead.

Do I need extra Connect agents for the AI?

No. The AI is a SIP destination, not a Connect agent.

Can the AI escalate to my Connect agents?

Yes. SIP REFER returns the call into a Connect contact flow with transcript and intent set as contact attributes.

Will the AI know who is calling?

Yes — Open uses contact attributes from the inbound flow plus your CRM/AWS lookups for context.

What does this cost on top of Connect?

AWS keeps invoicing Connect per-second usage and Chime VoiceConnector charges. Open charges per resolved conversation.

Is the SIP signaling secure?

TLS and SRTP are both supported.

How long does setup actually take?

Inbound is typically 25–30 minutes — Chime VoiceConnector setup is the bulk of it.

Contact Center

Open for Amazon Connect

Add Open as a transfer destination in an Amazon Connect contact flow and the AI picks up — Connect keeps owning queues, agents, and metrics.

Try now

Setup time: Under 30 minutes
Auth: Chime VoiceConnector + IP allowlist or digest credentials
Directions: Inbound · Outbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to my Amazon Connect contact center?

Yes. Connect contact flows can transfer to an external SIP destination via an Amazon Chime VoiceConnector or a SIP partner trunk. Open joins as that destination. Your contact flows, queues, agents, and CloudWatch metrics stay in Connect.

Amazon Connect remains the contact center. Contact flows, queues, routing profiles, hours-of-operation, and the Connect admin console all stay in place. Open joins as a SIP destination — practically that means a 'Transfer to phone number' step (via a Chime VoiceConnector configured for SIP) or a 'Transfer to flow' step that hands off to a SIP-capable Lambda. Opted-in calls flow through Open; everything else keeps working in Connect untouched.

For inbound, the cleanest pattern is a Chime VoiceConnector paired with Open's SIP endpoint. In your contact flow, at the point you want AI to take over, transfer the call to a number that the VoiceConnector is configured to send over SIP to Open. Connect is still the controlling side; Open is the destination on that branch.

For outbound, Open opens a SIP session against a Chime VoiceConnector using digest credentials or IP allowlisting. Outbound calls land in your AWS billing the same way as Connect's own outbound calls, with whatever caller IDs you've approved on the Connect side.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, plus the AWS SDK for DynamoDB / S3 / Lambda lookups), and acts. When the AI needs a human, it warm-transfers back into a Connect contact flow via SIP REFER, with the live transcript and detected intent attached as contact attributes.

Billing stays predictable. AWS keeps invoicing your Connect per-second usage and any Chime VoiceConnector charges. Open charges per resolved conversation, with no markup on AWS minutes and no extra Connect agents needed for an AI front-line.

What stays the same on Amazon Connect

Connect contact flows
Existing contact flows, queues, and routing profiles stay in place.
Connect agents and admin
You manage agents the same way.
CloudWatch metrics and CTRs
Connect Contact Trace Records and CloudWatch metrics continue.
Numbers claimed in Connect
Numbers stay on Connect (or your BYOC carrier via Chime VC).

What's new with Open

A SIP destination via Chime VC
Open's SIP URI is added to a Chime VoiceConnector that contact flows can transfer to.
AI handles the conversation
On opted-in flow branches, the AI greets, listens, calls your tools, and replies in natural speech.
Transfers carry context
Escalations back into a Connect flow receive the live transcript and detected intent as contact attributes.
Pricing model
Open per resolved conversation. AWS keeps invoicing Connect and Chime usage.

02 — Why this works

The native Amazon Connect experience

AWS-native via Chime VoiceConnector
Open joins on the SIP path AWS already provides for partner integrations — no exotic plumbing.
Per-flow opt-in
Pick exactly which contact flow branches route to AI.
Context via contact attributes
Open sets contact attributes on transfer back so the next agent step has the AI transcript and intent.
Warm transfer back to Connect queues
AI escalations return the call to a Connect queue or flow via SIP REFER.

03 — Setup guide

Wire up Amazon Connect in under 30 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Open Settings → SIP
Open the inbound trunk configuration.
2
Pick a SIP region
Choose Global, US, EU, or APAC.
3
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
4
Provision a Chime VoiceConnector
In AWS: Amazon Chime SDK → Voice Connectors → create one, add Open's SIP host as a SIP credential / origination route.
5
Pick the contact flow branch
Decide which contact flow branch should route to AI.
6
Add a Transfer step
In the flow, add 'Transfer to phone number' or 'Transfer to flow' that uses the VoiceConnector to reach Open.
7
Add the matching numbers to Open
Under Phone Number (DID), add the Connect numbers that fronted the flow.
8
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
9
Place a test call
Dial a Connect number, take the AI branch, and confirm Open answers.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for Amazon Connect looks something like this. Yours are generated when you open Settings → SIP.

Inbound trunk · Amazon Connect

Sample

SIP endpoint: sip.us.opencx.comUS region
Transport: TLSrecommended
Pairing: Chime VoiceConnector
Connect step: Transfer to phone number
Auth: IP allowlist + digest

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ