Guidance on Amazon Connect with servicenow voice integration

[yaswanthi2]

Hi all,

We're planning to set up the Amazon Connect + ServiceNow Voice integration and would appreciate guidance from anyone who has implemented this end-to-end.

1. Prerequisites
What plugins, roles, licenses, and configurations are required on both the ServiceNow and AWS side before starting (e.g., CTI plugin, Amazon Connect instance setup, IAM permissions, supported ServiceNow versions)?

2. ServiceNow → Amazon Connect connection setup
How is the connection established from ServiceNow to Amazon Connect — is it via the native sn_cti_amzn_cct plugin, or a custom integration? What configuration steps (API endpoints, security/auth setup, instance URLs) are needed on the ServiceNow side? How to start?

3. Inputs required from the Amazon Connect/AWS side
What details/access do we need to request from the client's AWS/Amazon Connect team (e.g., Connect instance ID/ARN, contact flow IDs, Lex bot details, IAM role/credentials, region info, Lambda function ARNs) to complete the integration?

Any documentation, step-by-step guides, would be greatly appreciated.

I only find ServiceNow document, which is attached below, but I don't get enough clarity of above questions 

Thanks in advance!

[Tanushree Maiti]

Hi @yaswanthi2 

Check Australia version document : Integrate ServiceNow Voice with Amazon Connect 

For AWS configuration, servicenow  recommended link: https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-instances.html

[Krishpai]

Hello Tanushree,

I am a beginner.

We have installed ServiceNow Voice for with Amazon Connect and ServiceNow voice for CSM.

The document mentions that following are also installed with ServiceNow voice for CSM.

- ServiceNow CSM Inbound Demo Flow

- ServiceNow CSM Outbound Demo Flow

- ServiceNow CSM Transfer to Agent Flow

- ServiceNow CSM Transfer to Queue Flow

Do you know where I can find these? 

Thanks

Krish

Thanks

Krish

[abdulrehmanArif]

Hey, happy to share what's worked in practice for this integration end-to-end.

1. Prerequisites
On the ServiceNow side, you need the following plugins/store apps installed and active (in this order makes life easier):

sn_cti_core — the core CTI framework
sn_cti_amzn_cct — the actual Amazon Connect integration app (from the ServiceNow Store, it's a paid app, part of ServiceNow Voice)
sn_cti_ux — the interaction controls/softphone UI component embedded in the workspace

Then depending on your use case, add:

sn_cti_itsm_cnt for ITSM (incident/request workflows)
sn_cti_csm_cnt for CSM (case/customer workflows)

Minimum ServiceNow version is Xanadu (the current store listing shows compatibility from Xanadu Patch 3 through Australia). You'll need a ServiceNow Voice license — this isn't bundled by default. Confirm with your AE.
On the AWS side, you need an active Amazon Connect instance with an admin account, and access to: Lambda, Kinesis Data Streams, S3 (for call recordings), CloudFormation, and optionally Amazon Lex (if using a virtual agent/IVR). Contact Lens needs to be enabled separately if you want real-time transcription and analytics.

2. How the connection is established
It's entirely via the native sn_cti_amzn_cct plugin — no custom integration needed for standard voice scenarios. The integration layer uses AWS Lambda functions deployed via a CloudFormation stack that ServiceNow's setup wizard provisions for you.
Once the plugin is installed, go to Amazon Connect Integration > Setup Instance in ServiceNow. The setup wizard walks you through it step by step, and the deployment itself takes under 15 minutes (plan another couple of hours for configuration and testing). The wizard deploys Lambda functions into your AWS account, sets up the Kinesis stream for real-time events, and imports the out-of-box contact flows into your Amazon Connect instance.
For auth between the two platforms, you'll configure the Amazon Connect instance URL and credentials inside the ServiceNow setup form. If your org uses an IdP (e.g. Entra/Azure AD), make sure it's trusted by both ServiceNow and Amazon Connect — SSO mismatches are the most common cause of the CCP not loading inside the workspace.
One important CSP note: Amazon Connect's CCP loads inside an iframe in the ServiceNow workspace. You need to whitelist your ServiceNow instance URL in the Amazon Connect approved origins list (under your Connect instance settings in AWS Console), otherwise you'll hit a frame-ancestors 'none' Content Security Policy block in Chrome.

3. What to request from the AWS/Amazon Connect team
Ask the client's AWS team to have the following ready before your first setup session:

Amazon Connect Instance ARN (full ARN, not just the alias)
Amazon Connect Instance URL (the *.my.connect.aws URL)
AWS Region the instance is deployed in
IAM credentials or IAM role with admin permissions on the Connect instance, plus permissions on Lambda, Kinesis, S3, CloudFormation, and Systems Manager (the setup wizard needs these to deploy the stack)
Kinesis Data Stream — either a pre-created one or the IAM perms to create it during setup
S3 bucket for call recordings (or perms to create one)
Amazon Lex Bot details (name, alias, ARN) — only needed if you're configuring a virtual agent/self-service IVR
Contact Flow IDs/ARNs — the wizard creates default ones, but if the client has existing custom flows you want to reuse, get those ARNs upfront
Confirmation that Contact Lens is enabled on the instance (needed for real-time transcription)
Confirm whether SAML/SSO is enabled on the Connect instance and which IdP is in use — you'll need the federation setup details if so

The official ServiceNow docs to bookmark: Integrate ServiceNow Voice with Amazon Connect and the AWS admin guide for Connect instances.

If this helped you Mark "Helpful"
If this assisted you mark "Accept as Solution".

Abdul Rehman Arif
XAAS Solutions LLC