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How to test ServiceNow Voice AI agent

JK9903
Kilo Guru

‎10-15-2025 11:50 PM - edited ‎10-15-2025 11:52 PM

Hello Everyone,

 

I've installed this plugin "IT Service Management AI Voice agent collection" ('sn_itsm_voice_aia')

I can't find any option to test these voice AI agents. When I go to the testing section it only shows the chat AI agent. There’s no option for testing the voice agents.

Is there a specific configuration or setup step needed to enable voice agent testing?

J4wahar_1-1760597228804.pngJ4wahar_0-1760597198157.pngJ4wahar_2-1760597273587.png

 

Thanks,

JK

 

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6 REPLIES 6

Me Being Mustaq
Tera Guru

‎10-17-2025 12:38 AM

Hi @JK9903 ,

 

Regarding that error

  • This error generally indicates a problem with the Twilio webhook URL or the TwiML response being invalid or misconfigured.​

  • Check the Twilio console logs to verify the webhook requests and responses.

  • Ensure your callback URL configured in Twilio points to the correct ServiceNow endpoint and returns valid TwiML.

  • Confirm that the Twilio number you are calling is configured to handle voice calls via your ServiceNow integration correctly.

please mark the answer as correct and helpful based on the impact!!

 

 

Kind Regards,

Shaik Mohammed Mustaq

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