---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configuring Conversational IVR with Amazon Connect

# Configuring Conversational IVR with Amazon Connect {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Install and configure the Conversational Integration with Amazon Connect application to enable users to have a conversational voice response with Virtual Agent.

## Configuration overview {#configuring-ci-ivr-amazon-connect__cf-config-parent-checklist}

1. [Install Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/3_WwQQ3bwRPUMURyvdmoTw "Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.")

   Install the pre-built adapter for Conversational Integration with Amazon Connect.
2. [Configuring your AWS account for use with Conversational IVR](https://servicenow-prod.fluidtopics.net/vbX_Eg1HaFk9bJBW_n2ylQ "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.")

   Set up your Amazon Connect account.
3. [Configure Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/enTY_aDPVLZRXIQuFqzukQ "Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.")

   Configure Conversational Integration with Amazon Connect.
4. [Sync agents to set up live agent transfer](https://servicenow-prod.fluidtopics.net/bbnjy3RnLeOPjg4f9KQZFQ "After the installation and configuration of Amazon Connect, you must sync agents to enable live transfer. You can sync agents stored in Amazon Connect with the agents on your ServiceNow agents.")

   Set up live agent transfer for Conversational Integration with Amazon Connect.
5. [Configure user authentication for Conversational IVR](https://servicenow-prod.fluidtopics.net/paX3I5_Ft39yJjGHzQMdtg "You must configure the authentication level for how the end-user can be authenticated to be the logged-in ServiceNow user using Voice.")

   Configure user authentication.
6. [Manage bot messages for Conversational IVR](https://servicenow-prod.fluidtopics.net/KJo7chxJRjl4LfcGmMta1Q "Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.")

   Modify the Conversational Integration with Amazon Connect settings for the best interactive voice response.
7. [Configure callback behavior for a channel](https://servicenow-prod.fluidtopics.net/2YGhPJj1tXeIN~b3UUjstg "Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.")

   Configure callback functionality.
{#configuring-ci-ivr-amazon-connect__ol_pmj_2fl_qtb}  
Abbildung : 1. Workflow of Conversational IVR with Amazon Connect
* **[Configuring your AWS account for use with Conversational IVR](https://servicenow-prod.fluidtopics.net/vbX_Eg1HaFk9bJBW_n2ylQ)**   
  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 Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/enTY_aDPVLZRXIQuFqzukQ)**   
  Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.