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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Sync agents to set up live agent transfer

# Sync agents to set up live agent transfer {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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.

## Antes de Iniciar

Role required: admin

## Procedimento

1. Navigate to AllConversational InterfacesSettingsVirtual Agent.
2. On the Virtual Agent Settings page, navigate to the Configure your interactive voice response (IVR) section and click Configure IVR under Configure pre-built adapter.
3. On the Configure interactive voice response page, select VA Amazon Connect Adapter Provider from the Select IVR service provider drop-down.
4. Under Provider Channel Identities, select the identity provider that you want to sync agents for.
5. On the Amazon Connect information form, in the Sync your call center agents tile, click Sync agents.
6. Add the following roles to the agents to sync them with your ServiceNow instance and the Amazon Connect account.  
   * sn_va_as_service.contact_center_api
   * awa_agent
   * interaction_agent
   * agent_workspace_user
   * sn_openframe_user
   * awa_integration_user

   {#setup-live-agent-transfer__ul_dt2_524_wtb}

   Add each user, who must handle a Live Agent Transfer, to the Agent Phone
   Group by navigating to System SecurityUsers and GroupsGroups.
7. In the filter navigation bar on your ServiceNow instance, enter <kbd class="ph userinput">awa_presence_state.list</kbd> to find the Presence States table.
8. Open the Available state, move the Phone Service Channel from the Available field to the Selected field and click Update.  
   Login as the synced user and make sure that the agent is available in Agent Workspace and also login to the Amazon Connect instance with the same ServiceNow user to verify.