Configure Conversational IVR with Amazon Connect

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

    • Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings > Virtual Agent.
    2. On the Virtual Agent Settings page, navigate to the Configure your interactive voice response (IVR) tile.
      Note:
      To see the Configure your interactive voice response (IVR) tile on your Virtual Agent Settings page, ensure that you have updated the Omni-Experience Standard Feature Set plugin (sn_oe_sfs).
    3. In the Configure pre-built adapter section, click Configure IVR.
    4. In the Select IVR service provider page, select VA Amazon Connect Adapter Provider as the IVR service provider from the drop-down.
      Note:
      VA Amazon Connect Adapter Provider is available by default, with the Conversational IVR with Amazon Connect application installation. To use the Amazon Connect adapter, get the Conversational IVR with Amazon Connect app from the ServiceNow Store.

      Conversational IVR with Amazon Connect supports multiple service provider applications and you can create new ones if you want.

      Selecting the VA Amazon Connect Service Provider for configuring interactive voice response.
    5. To finish setting up Amazon Connect, select the application name from the Provider Channel Identities section.
    6. On the form, fill in the fields.
      Note:
      From the AWS Console, copy and paste the authentication information for Amazon Connect below:
      Table 1. Amazon Connect information form
      Field Description
      Identifier Type Indicates the type of identifier for the provider channel identity.

      For example, you can configure Amazon Connect on your ServiceNow instance via Phone number or ARN.
      Phone number The phone number being configured for this provider channel identity.
      Note:
      • The Phone number field is available only when you select Phone Number in the Identifier Type drop-down.
      • From Vancouver release, you can use multiple phone numbers from an AWS account and create provider identity channels for each configuration to accommodate multiple points of contact.
      Instance ARN The instance ARN from the AWS Console.
      Static/hash token Your static or hash token from AWS Console.
      Token type Confirmation for the token provided in the Static/hash token field.
      Connect Login URL The login URL from the AWS Console.
    7. Click Save.

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