Integrate ServiceNow voice assistant with 3CLogic

Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the 3CLogic voice service.

Before you begin

• Create a voice assistant. See Create an AI voice assistant for more information.

Role required: sn_aia.admin

About this task

Connect your 3CLogic voice service to a ServiceNow voice assistant using the WebSocket communication channel. When the integration is complete, incoming calls routed through 3CLogic are handled by the AI voice agent. When call handling is complete, the integration supports transferring the caller to a live agent queue.

Procedure

1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
2. Find the voice assistant that you want to connect to 3CLogic 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 Select communication channels dropdown, select WebSocket.
7. From the CCaaS provider dropdown, select 3CLogic.

   The following read-only fields are generated. Copy these values to your 3CLogic account to complete the integration.

   Table 1. 3CLogic configuration fields

   Field	Description
   URL	Autogenerated WebSocket URL to connect the 3CLogic voice service to the voice assistant.
   Client ID	Generated client ID to authenticate requests from 3CLogic to the voice assistant.
   Client Secret	Generated client secret to authenticate requests from 3CLogic to the voice assistant.

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 true.

      Figure 1. 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 persist_context_data, and Value to true, then click Submit.
9. In your 3CLogic account, paste the URL, Client ID, and Client Secret into the corresponding fields.
10. Complete any additional configuration required in your 3CLogic account.
    For provider-side configuration steps specific to your 3CLogic deployment, contact 3CLogic customer support.

Result

The 3CLogic voice service is connected to your ServiceNow voice assistant. Incoming calls routed through 3CLogic are handled by the AI voice agent, which responds with a greeting and processes the caller's requests.

Note:

Call recording is not available for 3CLogic integrations.

What to do next

For live agent transfer configuration and advanced 3CLogic settings, contact 3CLogic customer support.