---
sourceDocument: Zurich Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Integrate voice assistant with Twilio

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

Release version: Zurich  
Updated June 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes 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 DashboardAccount Info.
3. Copy your Account SID and Auth Token.
{#integrate-voice-service-with-twilio__ol_hht_q1j_dgc}

Role required: sn_aia.admin

## About this task

Connect your Twilio voice service to a ServiceNow voice assistant using the WebSocket communication channel. After the integration is configured, Twilio routes calls to the ServiceNow voice assistant. When the interaction is complete, the integration supports transferring the caller to a live agent.

## Procedure

1. Navigate to AllConversational InterfacesAssistant DesignerAssistants.
2. Find the voice assistant that you want to connect to Twilio and select Edit.
3. Select Communication channels from the guided setup navigation.
4. In the Provider application field, select the provider application to deploy the voice assistant to.
5. Select the Telephony provider tab.
6. From the Communication channel dropdown, select WebSocket.
7. From the CCaaS provider dropdown, select Twilio and fill in the fields.  
   {#integrate-voice-service-with-twilio__table_ewv_vxr_pfc__entry__2}

   | Field | Description |
   |-|-|
   | Authentication token | Authentication token to connect the ServiceNow® voice assistant to your Twilio voice service. Enter the Auth Token that you collected earlier. |
   | URL | Read-only. Autogenerated URL to connect Twilio voice service to the ServiceNow® voice assistant. Copy the URL for use in the Twilio console. 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. |
   [Table 1. Twilio voice service configuration fields]

   {#integrate-voice-service-with-twilio__table_ewv_vxr_pfc} Figure 1. Twilio voice service integration configuration
8. Enable context data persistence for the voice service.
   1. Navigate to `sys_now_assist_deployment_config_attributes.list` and check whether a `persist_context_data` attribute exists for your voice service.
   2. If the attribute exists, open it and set Value to <kbd class="ph userinput">true</kbd>.  
      Figure 2. Setting persist_context_data to true
   3. If the attribute does not exist, navigate to `sys_now_assist_deployment_config.list`, open your voice assistant's deployment configuration record, and copy its `sys_id`.  
      To copy the `sys_id`, right-click the record header bar and select Copy sys_id.
   4. Navigate to `sys_now_assist_deployment_config_attributes.list`, click New, set Deployment Configuration to the `sys_id` you copied, Name to <kbd class="ph userinput">persist_context_data</kbd>, and Value to <kbd class="ph userinput">true</kbd>, then click Submit.
9. In the Twilio console, go to your purchased number's configuration and set the URL copied earlier as the Webhook URL.  
   Figure 3. Twilio voice service configuration

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