Components installed with Conversational IVR with Amazon Connect

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • After installing the Conversational IVR with Amazon Connect application from the ServiceNow Store, the additional dependant plugins and spokes get auto-installed to enable other features for interactive voice response.

    Plugin Description
    OpenFrame - (com.sn_openframe) An interface to integrate external communication systems with a ServiceNow instance. This plugin brings a UI frame that is accessible and available anywhere within a ServiceNow screens.
    Virtual Agent API - (sn_va_as_service) Connects a user with a Virtual Agent using the company's Amazon Connect account.
    Advanced Work Assignment - (com.glide.awa) Automatically assigns work items to agents based on their availability, capacity, and skills.
    Amazon Connect Spoke - (sn_amzn_connect_spk)(ih-amazon-connect-actions) Simplifies how you integrate with Amazon Connect.
    Amazon S3 Spoke - (ih-amazon-s3-action-pack)(ih-s3-actions) Simplifies how you integrate with Amazon S3.
    Omnichannel Callback - (sn_omni_callback) (com.sn.omnichannel.callback) Provides a consistent omnichannel experience for requesters whether they are coming from the digital channel or from the phone.