Integrate ServiceNow voice assistant with Amazon Connect

  • Release version: Australia
  • Updated June 9, 2026
  • 6 minutes to read

    • Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Amazon Connect.

    Before you begin

    • Create a voice assistant. See Create an AI voice assistant for more information.
    • Access to your Amazon Connect instance with permissions to create Lambda functions, configure contact flows, and manage Identity and Access Management (IAM) roles.

    Role required: sn_aia.admin

    About this task

    Connect your Amazon Connect contact center to a ServiceNow voice assistant using the Public Switched Telephone Network (PSTN) communication channel. When a call arrives, Amazon Connect invokes a Lambda function that retrieves a PSTN number from the ServiceNow Call Context API and transfers the call to the voice assistant. After the voice assistant handles the interaction, the Lambda function retrieves the interaction context and routes the call to a queue or ends the call.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
    2. Find the voice assistant that you want to connect to Amazon Connect and select Edit.
    3. Select the Settings tab.
    4. Select Communication channels from the guided setup navigation.
    5. In the Provider application field, select the provider application to deploy the voice assistant to.
    6. Select the Telephony provider tab.
    7. From the Communication channels dropdown, select Public Switched Telephone Network (PSTN).
    8. From the CCaaS provider dropdown, select Amazon Connect.

      The following read-only fields are generated in the Call context service section. Copy and save these values — you will need them to configure the integration on the Amazon Connect side.

      Table 1. Amazon Connect configuration fields
      Field Description
      Transfer method Read-only. Set to BYE for Amazon Connect.
      Call context API Read-only. The URL that Amazon Connect uses to send call context data to the voice assistant. Copy this value for use as the call_context_api_path and voice_service_host_name Lambda environment variables.
      Client ID Read-only. Generated client ID for OAuth2 authentication. Copy this value for use in the AWS Parameter Store setup.
      Client Secret Read-only. Generated client secret for OAuth2 authentication. Copy this value for use in the AWS Parameter Store setup.
      Figure 1. Amazon Connect integration configuration
      Amazon Connect integration configuration showing the Transfer method, Call context API URL, Client ID, and Client Secret fields.

      Also note the voice service sys_id, which you can find in the URL when viewing the voice service record. You will need this value in the Amazon Connect configuration steps.

    9. Enable context data persistence for the voice service.
      1. Navigate to sys_now_assist_deployment_config_attributes.list and check whether a persist_context_data attribute exists for your voice service.
      2. If the attribute exists, open it and set Value to true.
        This setting allows the Lambda function to retrieve interaction context data from ServiceNow after the voice assistant completes the call.
        Figure 2. Setting persist_context_data to true
        The persist_context_data configuration attribute record for the voice service with its value set to true.
      3. If the attribute does not exist, navigate to sys_now_assist_deployment_config.list, open your voice assistant's deployment configuration record, and copy its sys_id.
        To copy the sys_id, right-click the record header bar and select Copy sys_id.
      4. Navigate to sys_now_assist_deployment_config_attributes.list, click New, set Deployment Configuration to the sys_id you copied, Name to persist_context_data, and Value to true, then click Submit.
    10. In your AWS account, create the Lambda function that connects Amazon Connect to the voice assistant.
      1. From the AWS console, create a new Lambda function.
      2. In the Lambda function code editor, replace the default handler code with the Lambda function code.
        See Amazon Connect Lambda function code.
      3. Set the following environment variables on the Lambda function.
        Table 2. Lambda environment variables
        Variable Value
        call_context_api_path The path portion of the ServiceNow call context URL — the part of the URL after .com.
        now_instance_host_name

        The ServiceNow instance URL, without the https:// prefix.
        now_instance_name

        The name portion of your ServiceNow instance URL. For example, myinstance, not myinstance.service-now.com.
        ssm_oauth_path

        The base path for OAuth credentials in AWS Parameter Store: /com.servicenow.cti/<sn-instance-id>.
        voice_service_host_name The hostname from the ServiceNow call context URL.
        Note:
        Both call_context_api_path and voice_service_host_name are derived from the Call Context API URL in the voice service configuration. voice_service_host_name uses the hostname portion of that URL, and call_context_api_path uses the path portion after .com.
        Figure 3. Lambda environment variables
        The Lambda environment variables panel showing call_context_api_path, now_instance_host_name, now_instance_name, ssm_oauth_path, and voice_service_host_name populated with example values.
      4. Grant your Amazon Connect instance permission to invoke the Lambda function.

        In the Amazon Connect console, navigate to your instance, select Flows, and under AWS Lambda, add the Lambda function with the Invoke Lambda use case. Confirm the policy was added in the Lambda console under Configuration > Permissions.

        Figure 4. Adding a Lambda function in Amazon Connect
        The AWS Lambda section under Flows in the Amazon Connect instance, showing the Lambda functions dropdown and Invoke Lambda use case.
      5. Replace the Lambda execution role permissions policy with the Identity and Access Management (IAM) policy.

        See Amazon Connect Lambda Identity and Access Management (IAM) policy.

        In the Lambda console, navigate to Configuration > Permissions > Execution Role and replace the existing permissions policy. Replace <region>, <account-id>, and <lambda-function-name> with your values.

      6. Create a CloudWatch log group for the Lambda function.
        In the AWS console, navigate to CloudWatch > Log Management. If no log group exists for your Lambda function, create one named /aws/lambda/<your_Lambda_name>.
      7. Create the OAuth credentials in AWS Parameter Store.

        From the AWS console, navigate to Parameter Store and create the following parameters using SecureString as the type.

        Table 3. Parameter Store entries
        Name Value
        /com.servicenow.cti/<sn-instance-id>/<voice-service-id>/client_id

        Where sn-instance-id is the value of the instance_id system property (to find this value, navigate to sys_properties.list and search for instance_id), and voice-service-id is the voice service sys_id.

        		 Client ID from the ServiceNow voice service configuration.
        /com.servicenow.cti/<sn-instance-id>/<voice-service-id>/client_secret

        Where sn-instance-id is the value of the instance_id system property (to find this value, navigate to sys_properties.list and search for instance_id), and voice-service-id is the voice service sys_id.

        		 Client Secret from the ServiceNow voice service configuration.
        Figure 5. Confirmed OAuth parameters in AWS Parameter Store
        AWS Parameter Store filtered to the /com.servicenow.cti/ path, showing the client_id and client_secret parameters created as SecureString type.
      8. Add the AWS PowerTools layer to the Lambda function.
        In the Lambda console, navigate to the Lambda function and select Layers. Add the AWS layer AWSLambdaPowertoolsTypeScriptV2, version 2.33.0 or later.
    11. Import and configure the Amazon Connect contact flow.
      1. In your Amazon Connect instance, create a new contact flow by importing the Voice AI inbound flow JSON.

        See Amazon Connect Voice AI inbound flow.

        In the Amazon Connect console, navigate to Routing > Flows, select Create flow, then use the import option. Replace all placeholder values with your own before importing.

        Figure 6. Imported Voice AI inbound contact flow
        The imported Voice AI inbound contact flow showing two AWS Lambda function blocks and a Transfer to phone number block.
      2. In both AWS Lambda function blocks, set the function ARN to your Lambda and set the voice_service_id parameter to the voice service sys_id.
        Figure 7. Configuring an AWS Lambda function block
        The Destination Key dialog in an AWS Lambda function block showing the voice_service_id key with its value set to the voice service sys_id.
      3. Save and publish the contact flow.
        Note:
        When Amazon Connect transfers the call to ServiceNow, the contact flow must pass the original caller's phone number as the caller ID. Verify that your contact flow is configured to preserve the original caller ID during the transfer, not the Amazon Connect transfer number.
        Figure 8. Transfer to phone number block settings
        The Transfer to phone number block configured with Transfer to set dynamically using the pstnNumber contact attribute, and Resume flow after disconnect set to Yes.
    12. Associate a phone number with the contact flow.
      1. In the Amazon Connect service dashboard, navigate to Channels > Phone numbers.
      2. Claim a new number or select an existing number to associate with the contact flow.
        Associating a phone number with the contact flow enables incoming calls to be routed through the voice assistant.

    Result

    Amazon Connect is connected to your ServiceNow voice assistant. Incoming calls routed through Amazon Connect are handled by the AI voice agent, which responds with a greeting and processes the caller's requests. When call handling is complete, the contact flow routes the caller to a queue or ends the call.

    What to do next

    Test the integration by placing a call through your Amazon Connect phone number and verifying that the voice assistant responds correctly. Review the CloudWatch logs for the Lambda function to troubleshoot any connection issues.