Conversational IVR with Amazon Connect release notes

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

    • Version history for the Conversational IVR with Amazon Connect application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.6.4 - March 2026
    • New: Granular Admin Directive changes for va-amazon-connect
    • Fixed: Fixed a few defects
    Version 1.6.3 - August 2025
    IVR is reading out time by vocalising colons and zeros (e.g., if the input is 8am it reads in response as, '8:00:00' as 'eight colon o o colon o o')
    Version 1.6.2 - February 2025
    • New: Improved interactive voice response with Now Assist.
    • Fixed:
      • Synthesized response is not generating properly in conversational IVR
      • Adding translations to the store app
    Version 1.6.0 - November 2024
    Updated AWS resources to use latest runtimes.
    Version 1.5.0 - February 2024
    • Fixed: Random error thrown while configuring Amazon connect information admin page when amazon connect credentials are not configured. va-api-amazon-connect-ivr-test(softpin/softpin+mfa) tests are failing due to SoftPIN Verification topic not available on track/nowassist.
    • Changed: [AWA Voice Routing] - Update references of 'sn_va_as_service_cc_agent_mapping' table in VA Amazon Connect Plugin.
    Version 1.4.0 - November 2023
    Minor fixes.
    Version 1.2.1 - February 2023
    • New:
      • Use Virtual Agent topics as a conversational-IVR to enable deflection in Phone channels, providing consistent end-user experience.
      • Enable true-omnichannel flow including routing Phone to VA-IVR.
      • In case of escalations, route calls smoothly to live agents using AWA via conversational infrastructure.