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Simple AI connects to Amazon Connect in one of two ways: a contact flow transfers the call to a number that routes to Simple AI, or you peer a SIP trunk to Simple AI through an AWS Chime SDK Voice Connector. Amazon Connect keeps routing, queues, and agent state either way.

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What You Can Do

  • Inbound routing — a contact flow answers the call, runs your IVR logic, then transfers it to Simple AI.
  • Outbound campaigns — Amazon Connect outbound campaigns handle pacing and compliance, and transfer connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through your trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back to an Amazon Connect queue or number so a contact flow can route it to an agent.
  • Context on transfer — over SIP, call metadata rides along in X- prefixed SIP headers. Over a number-based transfer, context is passed through contact attributes set by the flow.

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How It Connects

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Option 1: Contact Flow Transfer

The simplest path. A Transfer to phone number block sends the call to a number that routes to Simple AI. No SIP configuration on your side.

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Option 2: Chime SDK Voice Connector

Peer a Chime SDK Voice Connector to Simple AI’s SIP endpoint for direct SIP trunking, which keeps X- header metadata intact end to end.

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Setup

  1. Decide between a contact flow transfer and a Chime SDK Voice Connector, and share the details with your account team.
  2. For SIP, create the Voice Connector, point it at Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  3. Add the handoff to the contact flows that should use the AI, and a return destination for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.