Integrate ServiceNow voice assistant with Five9

  • Release version: Australia
  • Updated June 5, 2026
  • 1 minute to read

    • Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Five9 voice service.

    Before you begin

    Role required: sn_aia.admin

    About this task

    Connect your Five9 contact center to a ServiceNow voice assistant using the Session Initiation Protocol (SIP) communication channel. After the integration is configured, Five9 routes calls to the ServiceNow SIP endpoint, where the AI voice agent handles the interaction. When call handling is complete, the integration supports transferring the caller to a live agent queue.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
    2. Find the voice assistant that you want to connect to Five9 and select Edit.
    3. Select Communication channels from the guided setup navigation.
    4. In the Provider application field, select the provider application to deploy the voice assistant to.
    5. Select the Telephony provider tab.
    6. From the Select communication channels dropdown, select Session Initiation Protocol (SIP).
    7. From the CCaaS provider dropdown, select Five9.

      The following read-only fields are generated. Use these values to configure the SIP trunk in your Five9 account.

      Table 1. Five9 configuration fields
      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 SIP trunk configuration details including IP addresses and FQDNs per region, see KB3023612.
      x-snc-param Read-only. Generated token to send to your Five9 account to authenticate requests to the voice assistant.
      Figure 1. Five9 integration configuration
      Five9 integration configuration showing the Transfer method, ServiceNow SIP Trunk information, and x-snc-param fields.
    8. In your Five9 IVR, add the x-snc-param as a SIP custom header using the Set Variable Module.
      In the Set Variable Module, use the following function to pass the x-snc-param value generated in the previous step: 
      PUT(ToIVA, "x-snc-param", "x-snc-param value")

    Result

    Five9 is connected to your ServiceNow voice assistant. Incoming calls routed through Five9 are handled by the AI voice agent, which responds with a greeting and processes the caller's requests.

    What to do next

    For live agent transfer configuration and advanced SIP trunk settings, refer to the Five9 BYO SIP Trunk Integration Guide or contact Five9 support.