Integrate ServiceNow voice assistant with Twilio voice service

  • Release version: Australia
  • Updated June 4, 2026
  • 1 minute to read

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

    Before you begin

    ServiceNow AI voice assistant uses the authentication token of your Twilio account to connect to the Twilio voice service. To obtain the authentication token, do the following.
    1. Sign up or log in to your Twilio admin console.
    2. Navigate to Account Dashboard > Account Info.
    3. Copy your Account SID and Auth Token.

    Role required: sn_aia.admin

    About this task

    Connect your Twilio voice service to a ServiceNow voice assistant using the WebSocket communication channel. After the integration is configured, Twilio routes calls to the ServiceNow voice assistant. When the interaction is complete, the integration supports transferring the caller to a live agent.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
    2. Find the voice assistant that you want to connect to Twilio 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 Communication channel dropdown, select WebSocket.
    7. From the CCaaS provider dropdown, select Twilio and fill in the fields.
      Table 1. Twilio voice service configuration fields
      Field Description
      Authentication token Authentication token to connect the ServiceNow® voice assistant to your Twilio voice service. Enter the Auth Token that you collected earlier.
      URL Read-only. Autogenerated URL to connect Twilio voice service to the ServiceNow® voice assistant. Copy the URL for use in the Twilio console.

      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.
      Figure 1. Twilio voice service integration configuration
      Twilio integration voice service integration configuration.
    8. In the Twilio console, go to your purchased number's configuration and set the URL copied earlier as the Webhook URL.
      Figure 2. Twilio voice service configuration
      Twilio voice service configuration.