---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configuring your AWS account for use with Conversational IVR

# Configuring your AWS account for use with Conversational IVR {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

To enable the Conversational IVR functionality within your ServiceNow instance, you must utilize a third-party Contact Center application. One such option is Amazon Connect, which is part of the Amazon Web Services (AWS) platform. You must configure your
organization's
AWS account prior to making it available for use in the Conversational IVR feature.

## Configure your AWS account {#configure-aws-account__section_j12_jnz_jvb}

1. To grant a ServiceNow user the required permissions to complete the Conversational Integration with Amazon Connect on the AWS Console, see [Grant access to an IAM (Identity and Access Management) role](https://www.servicenow.com/docs/2_JxoTBmwgnTKlxFKZ~7IQ "Grant a ServiceNow user the required permissions to complete the Conversational Integration with Amazon Connect on the AWS Console.").
2. To create an Amazon S3 bucket and to store objects within your AWS account, see [Create an Amazon S3 bucket](https://www.servicenow.com/docs/RitBkyMZtB0A1Nm5I2IfZw "Create an Amazon S3 bucket to store the files required for configuring Conversational IVR within your AWS account.").

   This will host the files required to complete the configuration.
3. To create an AWS CloudFormation Stack and to provide a common language to describe and provision all the infrastructure resources required to enable the Conversational IVR feature in your environment in a safe and repeatable way, see [Create an Amazon CloudFormation Stack](https://www.servicenow.com/docs/5lMmOnHcrD2eYxmZt4mpBg "Create an AWS CloudFormation stack to provision all the infrastructure resources required to enable the Conversational IVR feature. You will be populating a template provided by ServiceNow that will then generate the required configuration.").

   You will be populating a template provided by ServiceNow that will then generate the required configuration.
4. To claim a phone number for setting up Conversational IVR, see [Claim a Phone number](https://www.servicenow.com/docs/Z2w2qr6M9ncY~res_EpRgA "Claim a Phone number to set up IVR (Interactive Voice Response).").
5. To configure Conversational IVR with Amazon Connect application in your ServiceNow instance to store the conversation between the agent and the user over Softphone as a transcript, see [Setup Transcript for Amazon Connect](https://www.servicenow.com/docs/VtOkRWY8D8ZO7oha6orh_Q "Configure Conversational IVR with Amazon Connect application to store the conversation between the Agent and the User over Softphone as a transcript.").
{#configure-aws-account__ol_vpp_m4z_jvb}