\(Legacy\) Manage bot messages for Conversational IVR

task australia Updated Sep 10, 2026 1 min read edit-va-ivr-messages.md

Raw file servicenow.com

Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.

Before you begin

Role required: admin

Procedure

Navigate to All > Conversational Interfaces > Settings and select Virtual Agent from the Chat Settings tab.
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.
On the Configure interactive voice response page, select VA Amazon Connect Adapter Provider from the Select IVR service provider drop-down.
Under Provider Channel Identities, select the identity provider that you want to edit the custom messages for.
Under Review and edit your virtual agent messages section, click Review VA messages.

Additionally, you can also select the Manage button in the VA Messages column against the identity provider.

[Omitted image "manage-ivr-mesgs.png"] Alt text: Select Manage to edit your custom messages for the provider Channel identity.
On the Custom virtual agent messages page, select the custom message that you want to update.
Edit the Value for the message and click Update.

Parent Topic:(Legacy) Configure Conversational IVR with Amazon Connect

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---
title: \(Legacy\) Manage bot messages for Conversational IVR
description: Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/edit-va-ivr-messages.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Conversational IVR, Configure, Conversational IVR with Amazon Connect, Integrate VA for NLU with voice channels, Virtual Agent channel integrations, \(Legacy\) Virtual Agent for NLU, Conversational Interfaces]
---

# \(Legacy\) Manage bot messages for Conversational IVR

Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.

## Before you begin

Role required: admin

## Procedure

1. Navigate to **All** &gt; **Conversational Interfaces** &gt; **Settings** and select **Virtual Agent** from the Chat Settings tab.

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 edit the custom messages for.

5. Under Review and edit your virtual agent messages section, click **Review VA messages**.

Additionally, you can also select the **Manage** button in the VA Messages column against the identity provider.

\[Omitted image "manage-ivr-mesgs.png"\] Alt text: Select Manage to edit your custom messages for the provider Channel identity.

6. On the Custom virtual agent messages page, select the custom message that you want to update.

7. Edit the **Value** for the message and click **Update**.

**Parent Topic:**[\(Legacy\) Configure Conversational IVR with Amazon Connect](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/configure-va-ivr.md)