Integrating voice assistant with CCaaS provider
Enable users to get voice-based support from ServiceNow AI voice agents by integrating ServiceNow voice assistant with supported third-party Contact Center as a Service providers (CCaaS).
When you create or edit a voice assistant, you configure communication channels to define how the assistant connects to users. Select a Provider application to deploy the assistant to — this field is required for all communication channel types and appears above the channel tabs.
Communication channels are organized into two tabs:
- Telephony provider — connects the voice assistant to a phone network.
- Web Real-Time Communication (WebRTC) — connects the voice assistant to mobile applications.
Note: To configure a telephony provider, select a communication channel type from the Communication channel drop-down, then select a CCaaS provider. The available CCaaS providers depend on the selected channel type. To remove a linked provider, select Unlink this provider.
Telephony providers
The following sections describe the configuration fields for each supported CCaaS provider under the Telephony provider tab.
Twilio voice service (WebSocket)
| Field | Description |
|---|---|
| Phone number to live agent | Phone number to connect the caller to a live agent when required. |
| Authentication Token | Authentication token to authenticate to your Twilio voice service account. |
| URL | Read-only. Autogenerated URL to connect Twilio voice service to the voice assistant. |
Genesys voice service (Audio Connector)
Genesys uses the Audio Connector integration and the WebSocket channel type. After the configuration is saved, copy the generated credentials and paste them into your Genesys Cloud account to complete the integration.
| Field | Description |
|---|---|
| Base connection URI | Read-only. Autogenerated WebSocket URL to connect the Genesys Cloud Audio Connector to the voice assistant. Copy this value to your Genesys Cloud account. |
| Connector ID | Read-only. Autogenerated identifier for the Genesys Cloud Audio Connector. Copy this value to your Genesys Cloud account. |
| Client secret | Read-only. Base64-encoded client secret for secure access. Copy this value to your Genesys Cloud account. |
| API key | Read-only. API key to authenticate your Genesys Cloud service to the voice assistant. Copy this value to your Genesys Cloud account. |
Genesys voice service (SIP)
| Field | Description |
|---|---|
| Transfer number/address | SIP URI to transfer the call to the Genesys voice service. Use the format user@domain, where the user part is up to 16 characters and the domain part is up to 256 characters. URI parameters are not supported. |
| Transfer method | Read-only. Set to REFER for Genesys voice service. |
| ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name for your region, used to route calls from Genesys voice service to the voice assistant. For configuration details, see KB3023612. |
| x-snc-param | Read-only. Generated token to send to your Genesys CCaaS account to authenticate requests to the voice assistant. |
Amazon Connect (PSTN)
| Field | Description |
|---|---|
| Transfer method | Read-only. Set to BYE for Amazon Connect. |
| ServiceNow call context | Read-only. The URL used by Amazon Connect to send call context data to the voice assistant when a call arrives. |
| Call context API | Read-only. Authentication credentials (mTLS certificate or OAuth2) used to secure call context requests from Amazon Connect to the voice assistant. |
| Client ID | Read-only. Generated client ID for OAuth2 authentication of call context requests from Amazon Connect to the voice assistant. |
| Client Secret | Read-only. Generated client secret for OAuth2 authentication of call context requests from Amazon Connect to the voice assistant. |
| ServiceNow call context information | Read-only. Reference information for configuring the Amazon Connect call context in your AWS account. |
3CLogic (WebSocket)
3CLogic uses the WebSocket channel type. After the configuration is saved, copy the generated credentials and paste them into your 3CLogic account to complete the integration.
| Field | Description |
|---|---|
| URL | Read-only. Autogenerated WebSocket URL to connect the 3CLogic voice service to the voice assistant. Copy this value to your 3CLogic account. |
| Client ID | Read-only. Generated client ID to authenticate requests from 3CLogic to the voice assistant. Copy this value to your 3CLogic account. |
| Client Secret | Read-only. Generated client secret to authenticate requests from 3CLogic to the voice assistant. Copy this value to your 3CLogic account. |
Five9 (SIP)
| Field | Description |
|---|---|
| Transfer method | Read-only. Set to BYE for Five9. |
| ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from Five9 to the voice assistant. For configuration details, see KB3023612. |
| x-snc-param | Read-only. Generated token to send to your Five9 account to authenticate requests to the voice assistant. |
NICE CXone (SIP)
NICE CXone uses the SIP channel type. Enter the NICE API credentials from your CXone account, then use the generated ServiceNow SIP Trunk information to configure the SIP trunk in CXone.
| Field | Description |
|---|---|
| API endpoint | The CXone API base URL. Must be a valid NICE domain, such as https://cxone.niceincontact.com or https://cxone-gov.niceincontact.com. |
| Token endpoint | The CXone OAuth token URL used to generate authentication tokens. Must be a valid NICE domain. |
| Client ID | The OAuth client ID from your CXone account. |
| Client Secret | The OAuth client secret from your CXone account. |
| Field | Description |
|---|---|
| Transfer number/address | SIP URI or phone number to transfer the call to your CXone service. Use the format user@domain. |
| Transfer method | Read-only. Set to REFER for CXone. |
| ServiceNow SIP FQDN | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from CXone to the voice assistant. For configuration details, see KB3023612. |
| x-snc-param | Read-only. Generated token to send to your CXone account to authenticate requests to the voice assistant. |
- Integrate ServiceNow voice assistant with Twilio voice service
Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Twilio voice service. - Integrate ServiceNow voice assistant with Genesys Cloud service (Audio Connector)
Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with Genesys Cloud service using the Audio Connector integration. - Integrate ServiceNow voice assistant with Genesys Cloud service (SIP)
Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Genesys Cloud service using the Session Initiation Protocol (SIP) communication channel. - Integrate ServiceNow voice assistant with 3CLogic
Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the 3CLogic voice service. - Integrate ServiceNow voice assistant with Amazon Connect
Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Amazon Connect. - Integrate ServiceNow voice assistant with Five9
Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Five9 voice service. - Integrate ServiceNow voice assistant with NICE CXone
Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with NICE CXone.
Parent Topic:Deploy AI voice agents