Integrate ServiceNow voice assistant with Twilio voice service

  • Release version: Yokohama
  • Updated July 31, 2025
  • 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

    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 Twilio 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 Twilio to integrate your Twilio voice service with the ServiceNow AI voice assistant.
      Provider application The provider application acts as a bridge between Twilio voice service and ServiceNow AI voice assistant.

      Select AI Voice Agent Provider Application, which is preconfigured in the base system. If you want to use an existing provider 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 before proceeding further.
      Phone number to live agent The phone number to connect the caller to a live agent when required. This option is displayed only when you select Connect to live agent in the Fallback options.
      Authentication Token Authentication token to connect the ServiceNow® voice assistant to your Twilio voice service. Enter the Auth Token that you collected earlier.
      URL Autogenerated URL to connect Twilio voice service to the 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.
      Figure 1. Twilio voice service integration configuration
      Twilio integration voice service integration configuration.
    5. 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.