\(Legacy\) Conversational IVR with Amazon Connect

---
title: \(Legacy\) Conversational IVR with Amazon Connect
description: Use Conversational IVR with Amazon Connect to enable Conversational Interactive Voice Response \(IVR\) on your instance. Users will be able to conduct conversations with a bot via the phone channel, powered by ServiceNow Virtual Agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/va-ivr-voice.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Integrate VA for NLU with voice channels, Virtual Agent channel integrations, \(Legacy\) Virtual Agent for NLU, Conversational Interfaces]
---

# \(Legacy\) Conversational IVR with Amazon Connect

Use Conversational IVR with Amazon Connect to enable Conversational Interactive Voice Response \(IVR\) on your instance. Users will be able to conduct conversations with a bot via the phone channel, powered by ServiceNow Virtual Agent.

Starting with the Brazil release, Conversational IVR with Amazon Connect is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

## Get started with Conversational IVR with Amazon Connect

Conversational IVR with Amazon Connect is available with the installation of Conversational IVR with Amazon Connect \(com.sn.va.amz.connect\) plugin.

Select a tile to get started.

<table id="table_ev3_ndm_v4b" class="nav-card"><tbody><tr><td>

[Explore\[Omitted image "bus-explore.svg"\] Alt text:Learn more about Conversational IVR with Amazon Connect.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/exploring-conv-ivr-amazon-connect.md)

</td><td>

[Install\[Omitted image "bus-root-cause-issue-resolution.svg"\] Alt text:Install Conversational IVR with Amazon Connect.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/install-va-ivr.md)

</td><td>

[Configure\[Omitted image "bus-sdlc.svg"\] Alt text: Configure your Conversational IVR with Amazon Connect implementation.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/configuring-ci-ivr-amazon-connect.md)

</td></tr></tbody>
</table>## Request apps on the Store

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

-   **[\(Legacy\) Exploring Conversational IVR with Amazon Connect](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/exploring-conv-ivr-amazon-connect.md)**  
Use this application to build an integration with Amazon Connect. This allows your users to initiate an IVR \(Interactive Voice Response\) conversation with Virtual Agent. This integration also allows the user to connect with an agent using Advanced Work Assignment \(AWA\) over SoftPhone.
-   **[\(Legacy\) Install Conversational IVR with Amazon Connect](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/install-va-ivr.md)**  
Install Conversational IVR with Amazon Connect application, to use interactive voice response \(IVR\) with Virtual Agent.
-   **[\(Legacy\) Configuring Conversational IVR with Amazon Connect](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/configuring-ci-ivr-amazon-connect.md)**  
Install and configure the Conversational Integration with Amazon Connect application to enable users to have a conversational voice response with Virtual Agent.

**Parent Topic:**[\(Legacy\) Integrating Virtual Agent for NLU with voice channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-integ-voice-apps.md)