---
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


---

# Integrate voice assistant with Genesys

# Integrate ServiceNow voice assistant with Genesys Cloud service {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

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

## Antes de Iniciar

* Be aware of Genesys Audio Connector limits and throttling policies. See [Organization rate limits](https://developer.genesys.cloud/organization/organization/limits) and [Platform API rate limits](https://developer.genesys.cloud/platform/api/rate-limits) for more information.
* Be sure to host the ServiceNow instance in a region the same as or closer to the region where the Genesys Cloud service is hosted to minimize latency.
* If you want to route live agent transfer via Advanced Work Assignment (AWA), download and install the [Unified Experience from Genesys - Core](https://store.servicenow.com/store/app/6ebe67ea1b646a50a85b16db234bcb54) and [Unified Experience from Genesys](https://store.servicenow.com/store/app/cdff6b621ba46a50a85b16db234bcba3) Store apps.
{#integrate-voice-service-with-genesys__ul_b1t_wpy_dgc}

Role required: sn_aia.admin

## Por Que e Quando Desempenhar Esta Tarefa

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

## Procedimento

1. Navigate to AllConversational InterfacesAssistant DesignerAssistants.
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.  
   {#integrate-voice-service-with-genesys__table_ewv_vxr_pfc__entry__2}

   | 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](https://developer.genesys.cloud/devapps/audiohook/security#client-authentication). |
   [Tabela 1. Integrate telephony provider form fields]

   {#integrate-voice-service-with-genesys__table_ewv_vxr_pfc} Figura 1. Genesys Cloud service integration configuration
5. Create Audio Connector integration.
   1. Navigate to MenuIT and IntegrationsIntegrations 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`.
   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.  
      Nota:  
      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.
      Figura 2. Sample inbound call flow
   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](https://help.mypurecloud.com/articles/add-a-call-route/).
   2. Assign the inbound call flow that you created earlier to the call route.
   3. Select Save.  
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.