Integrate ServiceNow voice assistant with Genesys Cloud service

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read

    • Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Genesys Cloud service.

    Before you begin

    Role required: sn_aia.admin

    About this task

    Create a Genesys Cloud integration to connect to ServiceNow voice assistant.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
    2. Find the voice assistant that you want to connect to a telephony provider and select Edit.
    3. In the Overview tab, select Add to add the telephony provider.
    4. In the Choose a provider dropdown, select Genesys as the provider and fill in the fields.
      Table 1. Integrate telephony provider form fields
      Field Description
      Provider The name of the telephony provider. Select Genesys to integrate your Genesys Cloud service with the ServiceNow AI voice assistant.
      Provider application The provider application acts as a bridge between Genesys Cloud service and ServiceNow AI voice assistant.
      URL Autogenerated URL to connect Genesys Cloud service to ServiceNow voice assistant. Copy the URL for later use.

      If you do not see the URL, make sure an endpoint is associated with the sys_service record for AIVoiceAgents. This endpoint is used to generate the URL required for your integration. If no endpoint is present in the record, click Refresh Connections to populate it.
      API Key The API key to connect ServiceNow voice assistant to your Genesys Cloud service. Copy the API key for later use.
      Client Secret Base64-encoded client secret used to provide secure access to the required resources. Copy the Client Secret for later use.

      For more information on Client Secret and API Key, see Client Authentication.
      Figure 1. Genesys Cloud service integration configuration
      Genesys Cloud service integration configuration.
    5. Create Audio Connector integration.
      1. Navigate to Menu > IT and Integrations > Integrations and select Add new integration.
      2. Select Audio Connector as the integration type and select Install.
      3. In the Details tab, name the integration, for example, Audio Connector - Voice.
      4. In the Configuration tab, select Properties and add the autogenerated URL obtained from creating ServiceNow voice assistant integration for Genesys Cloud in the Base Connection URI field.
        Enter only the first part of the autogenerated URL. The following is an example URL to enter in the Base Connection URI and should not be used as is: wss://aivoiceservice-prod-main-prod.sncapps.service-now.com/genesys/stream/connect.Audio Connector integration setup in Genesys Cloud service.
      5. Select Credentials, and add the API Key and Client Secret obtained from ServiceNow voice assistant integration for Genesys Cloud.
      6. Select Save.
    6. Architect the inbound call flow
      1. Use the search bar to navigate to Architect and create the inbound call flow according to your requirements.
        Note:

        In the Connector ID field, enter only the URL portion containing the query parameters of the autogenerated URL obtained from creating ServiceNow voice assistant integration for Genesys Cloud. Ensure the query parameters are in correct order. If they're not, the CCaaS provider validation will not succeed. The following is an example and should not be used as is: /agent_operator?instance_name=aivoiceyitsmgenesys&voice_service_id=f160d0423bc53210ae3d8dc024e45abf.

        If you intend to use live agent transfer as the fallback option, add the transfer logic in the call flow and validate the flow.

        Figure 2. Sample inbound call flow
        Sample call flow in Genesys Cloud service.
      2. Select Save to save and Publish to publish the call flow.
    7. Configure call routing.
      1. Use the search bar to navigate to Call Routing and create a call route.
        For more information on creating a call flow routing, see Add a call route.
      2. Assign the inbound call flow that you created earlier to the call route.
      3. Select Save.
        Call routing setup in Genesys Cloud service.
    8. Assign a phone number to the call route.
      1. Use the search bar to navigate to Telephony and select DID numbers.
      2. Select a DID number and assign the number to the call route created earlier.