---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Configure custom assistant

# Configure custom assistant {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Configure a custom telephony provider to use instead of the out-of-the-box voice assistant.

## Antes de Iniciar

Role required: admin

## Procedimento

1. Configure the token by doing one of the following, depending on the token type:
   * Static token:
     1. Navigate to All, and then enter <kbd class="ph userinput">token_verification.list</kbd> in the navigation filter.
     2. Select New.
     3. On the form, fill in the fields.  
        {#configure-message-authentication-for-inbound-communication__table_lml_hbq_kqb__entry__2}

        | Field | Description |
        |-|-|
        | Name | Name of the authentication token, such as <kbd class="ph userinput">AI voice token</kbd>. |
        | Description | Description of the authentication token, such as <kbd class="ph userinput">Voice Agent Auth Token</kbd>. |
        | Token | Authentication token that is used to authenticate the provider application. Enter the authentication token that you generated using any general programming or scripting language, or select the Generate Secure Token related link. |
        [Tabela 1. Token Verifications form]

        {#configure-message-authentication-for-inbound-communication__table_lml_hbq_kqb}
     4. Select Submit.
     {#configure-message-authentication-for-inbound-communication__ol_m4d_kcx_v4b}
   * Hash token:
     1. Navigate to All, and then enter <kbd class="ph userinput">hash_message_verification.list</kbd> in the navigation filter.
     2. Select New.
     3. On the form, fill in the fields.  
        {#configure-message-authentication-for-inbound-communication__table_zwd_nbq_kqb__entry__2}

        | Fields | Description |
        |-|-|
        | Name | Name of the authentication token, such as <kbd class="ph userinput">AI voice token</kbd>. |
        | Description | Description of the authentication token, such as <kbd class="ph userinput">Voice Agent Auth Token</kbd>. |
        | Secret | Authentication token (random string). |
        [Tabela 2. Hash Message Verification form]

        {#configure-message-authentication-for-inbound-communication__table_zwd_nbq_kqb}
     4. Select Submit.
     {#configure-message-authentication-for-inbound-communication__ol_o4d_kcx_v4b}
   {#configure-message-authentication-for-inbound-communication__choices_mmy_dzw_hgc}
2. Set up Provider Authentication for token-based authentication.
   1. Navigate to All, and then enter <kbd class="ph userinput">message_auth.list</kbd> in the navigation filter.
   2. Select New.
   3. On the form, fill in the fields.  
      {#configure-message-authentication-for-inbound-communication__table_ujp_1dp_kqb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the message authentication, such as <kbd class="ph userinput">AI voice token</kbd>. |
      | Provider | Name of the provider, for example, AI Voice provider. |
      | Group name | Not required. |
      | Service Portal | Not required. |
      | Inbound message verification | Select the Static token or Hash message token that you created. |
      | Outbound message creation | Select the Static token or Hash message token that you created. |
      | Outbound service token | This field is not supported. |
      [Tabela 3. Message Auth form]

      {#configure-message-authentication-for-inbound-communication__table_ujp_1dp_kqb}
   4. Select Submit.
   {#configure-message-authentication-for-inbound-communication__substeps_pqj_dqv_4tb}
3. Set the channel identity.
   1. Navigate to All, and then enter <kbd class="ph userinput">sys_cs_provider_application.list</kbd> in the navigation filter.
   2. Select the AI Voice Agent Provider Application record to open it.  
      If you want to use an existing application or create a new provider application, be sure to update the existing configuration according to the values mentioned in [Configuration for custom AI voice agent provider](https://servicenow-prod.fluidtopics.net/uptKxrewztK4nfRk04oNgA#voice-agent-reference__section_ip2_fpw_jgc) before proceeding further.
   3. In the Provider Channel Identity form, locate the Message auth field and select the message auth that you set up previously.  
   4. Select Update.
   {#configure-message-authentication-for-inbound-communication__substeps_wnh_hqv_4tb}
{#configure-message-authentication-for-inbound-communication__steps_lmy_dzw_hgc}