Which ServiceNow integrations are supported?
Further building upon the integration possibilities between Amazon Connect and ServiceNow desktop, we offer multiple way of integrating Mobile Connect with ServiceNow in both directions. Please find below an overview of the integration possibilities.
1. CRM popup#
Mobile Connect -> ServiceNow Sales App#
The CRM popup button is a custom button that is activated in Mobile Connect and that appears for every interaction. When clicking this button during an interaction, Your ServiceNow app will automatically open the desired Object (e.g. contact, account, case, ...) and will allow you to quickly access the customer data.
This ServiceNow integration is free of charge and included in your Mobile Connect subscription. This features requires to provide ServiceNow deeplink referring to the object as data attributes in your Amazon Connect Flows. More information about the deep linking structure and how to refer to objects in ServiceNow can be found on the ServiceNow help center.
From a Mobile Connect perspective, you can activate this option under "Data Controls" > "Interaction CRM buttons" in the Mobile Connect Admin Portal once the data attribute is available in Amazon Connect.
2. Click-to-dial#
ServiceNow app -> Mobile Connect#
The click-to-dial option is a custom button or action that your organization can add to your ServiceNow app. When a user is viewing customer information in the ServiceNow App, a custom button or function will provide the user the option to dial out via Mobile Connect. More information about the click-to-dial URL that should be triggered by the custom button can be found here.
This ServiceNow integration is free of charge and included in your Mobile Connect subscription.
3. Interaction logging#
Mobile Connect -> ServiceNow#
Mobile Connect is built on top of Amazon Connect. This means that all call data, analytics and recordings are directly available in Amazon Connect. If you want to have call interaction data of Mobile Connect calls directly in ServiceNow, we advise to set up a back-end integration between Amazon Connect and ServiceNow that syncs the data. This way, your ServiceNow <> Amazon Connect data stream will automatically work for both your desktop usage and Mobile Connect usage.
Note: This part of the guide (Interaction logging) assumes you have working knowledge of both Amazon Connect and ServiceNow APIs. The integration between Mobile Connect, Amazon Connect, and ServiceNow requires independent configuration of both platforms. This article is intended as a general guide and does not include step-by-step configuration instructions. You or your technical team will need to implement and adapt the integration based on your specific environment and requirements.
