---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure Conversational IVR with Amazon Connect

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

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure Amazon Connect service provider to integrate with Virtual
Agent and use interactive voice response.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllConversational InterfacesSettingsVirtual Agent.
2. On the Virtual Agent Settings page, navigate to the Configure your interactive voice response (IVR) tile.  
   Note:  
   To see the Configure your interactive voice response (IVR) tile on your Virtual Agent Settings page, ensure that you have updated the Omni-Experience Standard Feature Set plugin (sn_oe_sfs).
3. In the Configure pre-built adapter section, click Configure IVR.
4. In the Select IVR service provider page, select VA Amazon Connect Adapter Provider as the IVR service provider from the drop-down.  
   Note:  
   VA Amazon Connect Adapter Provider is available by default, with the Conversational IVR with Amazon Connect application installation. To use the Amazon Connect adapter, get the Conversational IVR with Amazon Connect app from the ServiceNow Store.

   Conversational IVR with Amazon Connect supports multiple service provider applications and you can create new ones if you want.
5. To finish setting up Amazon Connect, select the application name from the Provider Channel Identities section.
6. On the form, fill in the fields.  
   Note:  
   From the AWS Console, copy and paste the authentication information for Amazon Connect below:
   {#configure-va-ivr__table_i4h_1sn_5tb__entry__2}

   | Field | Description |
   |-|-|
   | Identifier Type | Indicates the type of identifier for the provider channel identity. For example, you can configure Amazon Connect on your ServiceNow instance via Phone number or ARN. |
   | Phone number | The phone number being configured for this provider channel identity. Note: * The Phone number field is available only when you select Phone Number in the Identifier Type drop-down. * From Vancouver release, you can use multiple phone numbers from an AWS account and create provider identity channels for each configuration to accommodate multiple points of contact. {#configure-va-ivr__ul_jp5_5pf_4xb} |
   | Instance ARN | The instance ARN from the AWS Console. |
   | Static/hash token | Your static or hash token from AWS Console. |
   | Token type | Confirmation for the token provided in the Static/hash token field. |
   | Connect Login URL | The login URL from the AWS Console. |
   [Table 1. Amazon Connect information form]

   {#configure-va-ivr__table_i4h_1sn_5tb}
7. Click Save.

## What to do next

* [Sync Agents to setup Live Agent transfer](https://servicenow-prod.fluidtopics.net/1QgaEdKinzAxduCAWeV2AQ "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.")
* [Configure user authentication for Conversational IVR](https://servicenow-prod.fluidtopics.net/~KbuS6Q~0lhM5YiCfUnLAA "You must configure the authentication level for how the end-user can be authenticated to be the logged-in ServiceNow user using Voice.")
* [Manage bot messages for Conversational IVR](https://servicenow-prod.fluidtopics.net/f3xrYdMpFwVWZFYLiRSWUA "Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.")
{#configure-va-ivr__ul_lbd_vpt_mxb}

*[\>]: and then