Security & Data FAQ
Last updated: August 2026
OpusEngage is deployed into your infrastructure rather than hosted by us, which changes most of the usual security questions. The answers below cover the ones we are asked most. Anything not covered here can be sent to support@opusengage.com.
Where does OpusEngage run?
Entirely in your own infrastructure. Lambda functions are deployed into your AWS account, and Lightning web components, Apex REST endpoints, platform events, and data live in your Salesforce org. There is no OpusEngage-hosted service in the path.
What data leaves our environment?
None. Agent, schedule, queue, presence, and configuration data moves between your Amazon Connect instance, your AWS account, and your Salesforce org. OpusEngage has no access to it and no copy of it.
How is access controlled in Salesforce?
Through standard Salesforce permission sets, custom permissions, and public groups. Each module ships with a base permission set; what a user can see and change is then granted by public-group membership, so a supervisor can be scoped to their own team while an administrator sees every business unit.
How is access controlled in AWS?
Each Lambda function runs under a least-privilege IAM role that grants only the Amazon Connect and Salesforce permissions it needs for its job, and nothing else.
Is data encrypted?
Yes. Traffic between Amazon Connect, Lambda, and Salesforce is encrypted in transit. Data at rest stays under the encryption you already have configured in AWS and Salesforce, because it is stored there, not with us.
Do you need access to our Salesforce org or AWS account?
Only during deployment, and only with the access you grant for that purpose. Once the modules are installed and configured, ongoing operation does not require any OpusEngage access.
What are the prerequisites?
Amazon Connect with Salesforce Service Cloud Voice. OpusEngage builds on the agent mapping, VoiceCall records, and Omni-Channel presence that the integration already provides.
What does this website collect?
If you submit the demo form we receive your name, work email, and phone number by email. If Cloudflare Web Analytics is enabled it records cookieless, aggregate page-view data. Nothing on this website connects to any customer environment. See the Privacy Policy for details.