ServiceNow Inbox not appearing after Amazon Connect voice call is routed

[shobana_n]

I'm facing an issue with the Amazon Connect Voice integration in the ServiceNow

Previously, the Inbox appeared correctly when a voice call was routed to an agent. However, it has stopped appearing recently, and I'm not sure what caused the issue.

Current behavior:

•  Voice Interaction is created successfully.
• AWA Work Item is created.
• The work item is not assigned to any agent.
• Browser notification pops up to one agent when the call is routed to the queue.
• The Inbox does not appear in the ServiceNow Workspace.

I have already followed the troubleshooting steps in KB1382977, but the issue still persists.
Has anyone encountered this issue before or knows what else I should check?
Any suggestions would be greatly appreciated. Thanks!

[Vikram Reddy]

Hello @shobana_n,

KB1382977 only fixes one specific symptom: the Inbox card failing to render because Workspace sat unfocused too long. What you've got is a different animal, the work item is created but never actually assigned, so there is nothing for the Inbox to display in the first place. That's an assignment-layer problem, not a rendering one, and it needs to be chased at the AWA level rather than the notification layer.

Worth noting too: a browser popup firing for one agent when the call hits the queue doesn't necessarily mean AWA offered them the work item. That can just as easily be the Amazon Connect CCP's own routing profile notification, which is a completely separate mechanism from the ServiceNow AWA assignment engine. Don't let that popup convince you AWA is doing its job.

Since the interaction and the AWA work item are both being created fine, the break is somewhere between "work item exists" and "work item gets offered to an eligible agent." I'd check these in order:

• Assignment eligibility pool: open the eligibility record tied to the Voice queue and confirm the agent's group is still listed. It's an easy thing for someone to accidentally remove or re-scope during an unrelated group cleanup.
• AWA presence state vs Amazon Connect softphone state: the agent can look "Available" in the Connect CCP while their AWA presence in Workspace is stuck on a different state, especially after a browser refresh or a dropped websocket. There's a dedicated KB on this sync issue, KB1064680, worth a look even though it's framed around softphone presence rather than the Inbox itself.
• Mandatory skills: if the Voice queue has skill-based routing turned on with mandatory matching, confirm the agents who should be getting these calls still have the required skill assigned. A skill definition or assignment change is a common silent breaker.
• awa_agent role: verify it's still present on the affected agents. It sounds basic but it's the first thing to check when something that used to work suddenly doesn't for everyone.
• ACLs on interaction and awa_interaction_work_item: if anyone tightened access on either table recently, agents can lose visibility into work items that are technically routed to them. This one specifically causes exactly your symptom pattern, record exists, never shows in Inbox.
• Queue capacity for the voice channel: confirm the service channel's capacity setting hasn't been hit or misconfigured to zero for the group in question.

Practically, open the actual awa_interaction_work_item record for one of these stuck calls and look at its state and assigned queue rather than working backward from the UI. If it's sitting in an unassigned or queued state with no group/agent populated, you're looking at an eligibility or presence problem. If it shows as assigned but the agent still sees nothing, that points you back to ACLs or a Workspace rendering issue and KB1644436 (the AWA notifications debug KB) is the better starting point at that stage.

Thank you,
Vikram Karety
Octigo Solutions INC

[shobana_n]

Hi , I have already checked all the possibilities mentioned above.

• During an incoming call, the Amazon Connect CCP receives the call successfully. However, the Accept/Reject option is available only in the Amazon Connect CCP panel and does not appear in the ServiceNow Workspace.
• The agent can hear the ringing sound in ServiceNow side while incoming call.
• The ServiceNow Workspace Inbox Accept/Reject panel does not appear.
• Since the Inbox panel is not displayed, the agent cannot accept or reject the call from the ServiceNow Workspace.

Has anyone encountered this behavior before or knows what else could prevent the ServiceNow Inbox panel from appearing?

Any suggestions would be greatly appreciated.

Thanks!

[Vikram Reddy]

Hi @shobana_n,

When the CCP shows Accept/Reject but the Workspace Inbox card never renders, it's not a UI bug, it's a presence/state sync gap between the Amazon Connect softphone and Advanced Work Assignment (AWA). Two separate systems have to agree on the agent's state, and when they disagree you get exactly what you're describing.

Here's the mechanism: Amazon Connect routes the call based on the agent's Routing Profile in Connect itself, that's why CCP shows Accept/Reject fine, Connect thinks the agent is available. But the Workspace Inbox only surfaces an interaction as a work item once AWA actually assigns it, and AWA makes that call based on the agent's presence state (the awa_presence_state table) and remaining channel capacity, not on whatever the CCP badge shows. If the two-way sync that's supposed to propagate softphone state into Workspace presence isn't firing cleanly, the interaction record gets created (which is why the ring plays on the ServiceNow side) but AWA never puts the assignment card in front of the agent because as far as AWA is concerned the agent isn't in an eligible state.

Worth checking, roughly in this order:

• Watch the agent's AWA presence in the Workspace availability control the moment a call rings. If it doesn't flip to Available/On Call in step with the CCP status, the softphone-to-AWA sync is the problem, not the Inbox rendering.
• Check the agent's voice channel capacity under AWA, and confirm a prior interaction didn't get left open. A stuck or improperly closed work item from an earlier call will silently eat the agent's capacity, so Connect still rings them but AWA refuses to push a new assignment.
• Confirm the interaction and its awa_interaction_work_item record are actually being created for these calls, and look at the assigned_to and state fields. That tells you whether AWA created the work item and failed to assign it, or never created it at all, which are two very different fixes.
• Open the browser console during a live call and watch the OpenFrame/CCP iframe traffic. A blocked postMessage, a CSP violation, or third-party cookies getting silently dropped in the embedded frame will break the adapter-to-AWA relay without throwing anything obvious in ServiceNow itself.
• Re-check the agent's group/queue eligibility and awa_agent role assignment, since a routing or role change that still lets calls through on the Connect side can quietly break the ServiceNow-side assignment.

There's a support KB specifically titled around Amazon Connect softphone state vs AWA presence sync (KB1064680) that walks through this exact mismatch, and KB1382977 covers Inbox desktop notifications not appearing, which is adjacent but a different symptom (that one's more about the alert never firing at all rather than firing without the accept/reject card). Worth a look if the presence check above doesn't turn anything up.

Thank you,
Vikram Karety
Octigo Solutions INC