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2 hours ago
Start browser-based voice calls with a ServiceNow AI Voice Agent from your native portal or with Engagement Messenger
AI Voice Agents for Portal lets a customer start a voice call with a ServiceNow AI Voice Agent from a ServiceNow native portal page or mobile app, using WebRTC in the browser instead of a CCaaS platform or a provisioned phone number. AI Voice Agents for Engagement Messenger brings the same call experience into the Engagement Messenger widget, so customers on a third-party web application can start a call without leaving that site.
Both capabilities are available from September 2026 with CSM Advanced licensing. The Engagement Messenger capability reuses the portal's WebRTC call widget and its "Chat with an agent" launch mechanism, so the portal setup is the foundation for both. For the full AI Voice Agents overview, see the AI Voice Agents Community article.
Key Capabilities:
- One-click call from the page: A "Start call" control on a portal page starts a voice call with an AI Voice Agent in the browser. The customer does not switch devices or leave the page.
- WebRTC in the browser: Calls connect through the customer's browser, so no external telephony system, CCaaS subscription, or toll-free number provisioning is required.
- Context carried into the call: In the portal, the call carries the case record, contact record, and page of origin, so a human agent who receives the handoff can see what the customer was working on.
- Routine steps handled by the AI Voice Agent: The AI Voice Agent handles routine steps before the conversation is routed to a human agent.
- Engagement Messenger call widget: On third-party sites, the "Start call" control uses the same launch mechanism as "Chat with an agent". The call widget opens at the bottom right of the Engagement Messenger window, can be dragged, and is reduced in size by no more than about 30% to fit the smaller widget area.
Best Practices
- Treat the out-of-the-box agent as an example: Clone it and ground it against your own data before real customers use it. Activating the base version unmodified is not recommended.
- Evaluate before you enable: Run evals on the grounded configuration, and enable the "Start call" entry point only after the results meet your own bar.
- Start with a small set of pages: Enable the entry point on a few high-value portal pages first, such as case detail pages, where the case and contact context is most useful to the human agent who takes the handoff.
- Reuse the portal configuration for Engagement Messenger: Because the Engagement Messenger widget reuses the portal's call widget and launch mechanism, validate the portal configuration first, then extend it to third-party sites.
- Check the browser: Voice calls require a browser with WebRTC support, so confirm that your customers' supported browsers meet that requirement.
Measured Success & Outcomes
| Outcome | How It Supports Teams | Key Metric |
|---|---|---|
| Voice channel without CCaaS infrastructure | Customer Service Managers can offer voice support without a CCaaS contract or toll-free number provisioning | Share of voice interactions started from the portal or Engagement Messenger |
| Less time gathering information | Human agents receive the case, contact, and page-of-origin details with the call, so they spend less time asking for what the customer already provided | Average handle time for escalated voice calls |
| Fewer drop-offs | Customers start a call from the page or third-party site they are already on, without switching devices or navigating away | Abandonment rate between starting a support interaction and reaching resolution |
| Voice coverage on third-party sites | The same voice capability reaches every third-party site running Engagement Messenger, with no per-site telephony integration | Number of Engagement Messenger sites with voice enabled |
FAQs
Q. Do we need a CCaaS platform or a phone number to use this?
No. Calls connect through the customer's browser using WebRTC, so no external telephony system, CCaaS subscription, or toll-free number is required.
Q. Can we turn on the out-of-the-box Voice Agent as it ships?
The out-of-the-box agent is a starting point. Clone it, ground its data retrieval tools, action tools, context, and prompts against your own data, run evals, and then enable the "Start call" entry point for customers.
Q. What information does the human agent see when a call is handed off?
In the portal, the call carries the case record, contact record, and the page the customer started from.
Q. How does the Engagement Messenger version differ from the portal version?
It reuses the portal's call widget and "Chat with an agent" launch mechanism. The widget opens at the bottom right of the Engagement Messenger window, can be dragged, and is reduced in size by no more than about 30% to fit.
Q. Does an active call continue if the customer navigates within Engagement Messenger?
Call persistence across Engagement Messenger navigation is not a supported capability in this release. Plan for customers to stay on the current view during a call.
Q. Can customers start a call from Engagement Messenger on a mobile device?
Mobile is not available as a WebRTC provider option for Engagement Messenger in this release.
Ready to go deeper?
Read the product documentation for deploying AI Voice Agents.
View AI Voice Agents documentation
