ServiceNow Voice with Amazon Connect release notes

  • Release version: Store
  • Updated July 9, 2026
  • 7 minutes to read
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    Summary of ServiceNow Voice with Amazon Connect Release Notes

    ServiceNow Voice with Amazon Connect integrates Amazon Connect’s cloud contact center capabilities with ServiceNow’s platform to enhance call handling, agent productivity, and management insights. The application supports inbound and outbound voice calls, real-time transcription, call recording, and seamless agent interactions within ServiceNow. It also includes advanced routing, single sign-on, and virtual desktop infrastructure (VDI) support, enabling a high-quality voice experience for hybrid and remote teams.

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    Key Features

    • Voice AI Integration (v5.4.0): Automated handling of inbound calls with routing to live agents, ensuring end-to-end call flow continuity.
    • SAML 2.0 Single Sign-On (v5.3.0): Supports agent authentication through third-party identity providers like Okta and Ping Federate for secure access to Amazon Connect.
    • Device Settings Management (v5.2.0+): Agents can select speaker, microphone, and ringer devices directly from their settings panel, improving setup and call quality.
    • Abandoned Call Handling with Amazon EventBridge (v5.2.0+): Real-time detection and processing of calls ended before connection, updating interaction records to “Closed Abandoned” and removing alert cards.
    • VDI Support (v5.2.3): Full ServiceNow Voice functionality in virtual desktop environments to support remote and hybrid workforce voice needs.
    • Outbound Calling Enhancements: Support for alphanumeric keypad input for dialing (v5.2.3) and automatic interaction creation for inbound/outbound calls (v5.0.0).
    • Agent Controls and Presence Sync (v5.0.0): Integrated call controls (hold, mute, disconnect, transfer) on the interaction page with bi-directional presence synchronization with Amazon Connect.
    • Call Summarization (v4.7.0): Provides summaries for outbound calls and when real-time transcripts are unavailable.
    • Advanced Work Assignment (AWA) Voice Routing (v4.5.0): Enables routing of Amazon Connect voice calls using ServiceNow’s AWA framework for optimized agent assignment.
    • Real-Time Transcription and Language Support: Supports transcription including Japanese language and agent-to-agent call transfers for enhanced communication.
    • Setup and Compatibility Updates: Updated setup guides, support for Node.js upgrades, and AWS domain changes ensure smooth deployment and operation.

    Key Outcomes

    • Improved agent efficiency and experience through integrated voice controls, device management, and seamless call handling within ServiceNow.
    • Enhanced security and simplified access with SAML 2.0 SSO integration for Amazon Connect agents.
    • Robust handling of call states including abandoned calls, ensuring accurate interaction records and alert management.
    • Support for hybrid and remote workforces via VDI compatibility, maintaining consistent voice service quality across environments.
    • Advanced routing and AI integration streamline call workflows, reduce wait times, and improve customer interaction outcomes.
    • Comprehensive transcription, recording, and sentiment analysis features embedded within ServiceNow Workspace for actionable insights and coaching.
    • Future-proofing with updates supporting browser cookie policies and AWS service changes to maintain uninterrupted voice service.

    Version history for the ServiceNow Voice with Amazon Connect application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 5.4.0 - July 2026
    • New:
      • ServiceNow Voice AI integration with Amazon Connect
        • ServiceNow Voice AI now integrates with Amazon Connect through an updated setup guide. Voice AI handles inbound calls and routes them to live agents when needed, with end-to-end call flow continuity.
    Version 5.3.0 - June 2026
    • New in the release: SAML 2.0 SSO with third-party identity providers — Agents can now sign in to Amazon Connect via SAML 2.0 SSO using third-party IdPs such as Okta or Ping Federate
    • Fixed in the release:
      • More reliable call recordings — Voice recording playback and recording links in phone logs are now consistent across deployment environments.
      • Smoother transfer experience — Real-time text messages and the Inbox alert card (with Interaction Call Controls) behave correctly during agent-to-agent transfers.
      • Improved agent setup and device selection — Device Settings reliably lists available audio devices, and the AWA Routing toggle stays in sync with the setup guide.
    Version 5.2.3 - May 2026
    • New in the release:
      • Improved handling of abandoned calls via Amazon EventBridge — When a call is placed and ended before the connection is made, the event is now detected and processed in real time using Amazon EventBridge. The interaction record is updated to a Closed Abandoned state and the Inbox Alert Card is removed for agents using AWA routing.
      • VDI Support - Contact center agents in virtualized desktop environments can now access full ServiceNow Voice with Amazon Connect functionality, delivering a consistent, high-quality voice experience for remote and hybrid workforces.
      • Outbound Call – Alphanumeric Keypad Input Support - Users can now enter alphabetic characters when dialing outbound calls, mapping letter inputs to their corresponding keypad digits.
    Version 5.2.0 - April 2026
    • New in the release:
      • Device Settings Management — When interaction controls are enabled, agents can now manage speaker, microphone, and ringer device selections directly from the agent settings panel.
      • Improved handling of abandoned calls via Amazon EventBridge — When a call is placed and ended before the connection is made, this event is now detected and processed in real time using Amazon EventBridge. The interaction record is updated to a Closed Abandoned state and the Inbox Alert Card is removed for agents using AWA routing.
    • Fixed in the release: Optimized After Call Work (ACW) timeout retrieval — When interaction controls are enabled, ACW timeout configuration is now cached and only refreshed periodically, reducing unnecessary server calls during agent login.
    Version 5.1.0 - March 2026
    Release notes: Minor bug fixes.
    Version 5.0.0 - February 2026
    • New in this Release:
      • Integrated Amazon Connect with ServiceNow native voice controls in Interaction page.
        • Call controls includes hold, mute, disconnect, and transfer
        • Agent Login and Logout controls for Amazon Connect
        • Global call list provide agent access to call controls outside of supported Workspace
        • Inbound and outbound call flows with automatic Interaction creation.
        • Agent presence bi-directional sync with Amazon Connect
    • Fixed in this Release: Interaction state is now set to "Closed Abandoned" when the customer disconnects the call before engaging with an Agent.  Previously, the state was set to "Closed Complete"
    Version 4.7.7 - September 2025
    Fixed in this release: The "agentResponse is not defined" error no longer occurs for conversations of type sn_openframe_phone_log.
    Version 4.7.5 - August 2025
    • Fixed in this release:
      • Setup Guide updates to resolve the issue with Lex Bot import failing during the creation step
      • A new lex.json.zip file to create LEX V2 bots
      • Upgrade to Node.js V22
    Version 4.7.3 - January 2025
    Fix in this release: When manager monitors an interaction on the Call Analysis tab, the Assignment Group will not be changed when the manager exits the interaction.
    Version 4.5.7 - January 2025
    Fix in this release: Previously the interaction was assigned to the manager when the manager monitored the interaction in the call analysis tab. With this update, the interaction will stay assigned to the agent to preserve agent ownership of the interaction.
    Version 4.7.0 - November 2024
    New in this release: Call summarization: Support for outbound call and support when real time transcript is not available.
    Version 4.5.5 - November 2024
    Fixed in this release: If a second agent joins the call and then disconnects from a call while the first agent is still on the call, the assigned_to of the interaction does not get overwritten.
    Version 4.6.0 - August 2024
    • Fixed minor issues
    • Minor improvements
    Version 4.5.3 - April 2024
    Minor fixes.
    Version 4.0.5 - March 2024
    Fixed: Japanese language support for Real Time Transcription is now available.
    Version 4.5.1 - March 2024
    Fixed: Japanese language support for Real Time Transcription is available.
    Version 4.5.0 - February 2024
    • New:
      • Voice calls from Amazon Connect can now be routed by ServiceNow Advanced Work Assignment (AWA)
      • The setup guide includes an option for Amazon Connect Contact Contact Flows to use AWA Voice Routing
    Version 4.0.4 - January 2024
    Fixed: This version now uses the latest version of Amazon Connect Streams API. This update enables customers to continue using CCP integration after Google Chrome blocks third-party cookies in 2024. Please note that Google Chrome requires you to authorize cookies on the browser to use CCP. For more information, refer to the AWS documentation: https://docs.aws.amazon.com/connect/latest/adminguide/3pcookies.html.
    Version 4.0.3 - December 2023
    Fixed: This version allows Node.js to be upgraded to Node.js v18 to support AWS Lambda.
    Version 4.0.2 - August 2023
    • Changes:
      • Supporting Real Time Transcription.
      • Support agent to agent call transfers.
      • Support agent to queue call transfers.
      • Changes done to support Outbound Calls (manual dial).
    Version 3.1.3 - February 2023
    Fixed: minor changes.
    Version 3.1.0 - August 2022
    Fixed: Minor bug fixes for i18n.
    Version 3.0.0 - March 2022
    New: Amazon Connect for Cloud Call center is now ServiceNow Voice with Amazon Connect.
    Version 2.0.5 - February 2022
    New: Amazon Connect for Cloud Call center is now ServiceNow Voice with Amazon Connect.
    Version 2.0.3 - August 2021
    • New:
      • Updated cloud formation template to support Lambda with node.js 14.x version runtime.
      • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)Outbound calling support with Flow Templates to quickly run outbound calling
      • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
      • Support for Instance Parameters to configure each amazon connect instance with custom parameters when first registering an Instance.
    • Changed:
      • While first registering the connect instance, you can provide a ccpHost and ccpURL if the amazon connect domain for your instance is not the latest one.
      • Support for upcoming aws domain change to "my.connect.aws"
      • Updated setup guide Home step to point to Documentation website for latest video
    • Fixed: Issues with Setup Guide when glide.ui.escape_all_script is set to false
    Version 2.0.2 - February 2021
    • New:
      • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)
      • Outbound calling support with Flow Templates to quickly run outbound calling
      • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace Support for Instance Parameters to configure each amazon connect instance with custom parameters when first registering an Instance.
    • Changed: While first registering the connect instance, you can provide a ccpHost and ccpURL if the amazon connect domain for your instance is not the latest one. Support for upcoming aws domain change to "my.connect.aws" Updated setup guide Home step to point to Documentation website for latest video
    • Fixed: Issues with Setup Guide when glide.ui.escape_all_script is set to false
    Version 2.0.1 - December 2020
    • New:
      • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)
      • Outbound calling support with Flow Templates to quickly run outbound calling
      • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
      • Support for Instance Parameters to configure each amazon connect instance with custom parameters when first registering an Instance.
    • Changed:
      • While first registering the connect instance, you can provide a ccpHost and ccpURL if the Amazon Connect domain for your instance is not the latest one.
      • Support for upcoming AWS domain change to 'my.connect.aws'
    • Fixed: Issues with Setup Guide when glide.ui.escape_all_script is set to false
    Version 2.0.0 - October 2020
    • New:
      • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)
      • Outbound calling support with Flow Templates to quickly run outbound calling
      • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
    Version 1.1.1 - July 2020
    Fixed: Fixed an issue with the interactionId not being set for unknown callers.
    Version 1.0.1 - April 2020
    Works in concert with the Cloud Call Center Core and Cloud Call Center for ITSM apps to enable new employee experiences, unlock productivity for agents, and provide management with insights and coaching opportunities.