---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Voice call widget

# Use Voice call widget for portal communication {#ariaid-title1}

Release version: Australia  
Updated August 20, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
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## Summary of Use Voice call widget for portal communication

The Voice Call widget in ServiceNow enables users to manage voice calls directly from the portal interface or Engagement Messenger using WebRTC technology.
This integration allows seamless voice communication between browsers without needing to switch applications or use external platforms.
The widget appears at the bottom-left corner of the page during calls and maintains call state across multiple tabs and page navigation, providing users with call controls and connection status updates.
Show full answer Show less  

## Enabling Voice Calls with WebRTC

To activate voice call capabilities, customers must first create an AI voice assistant that supports natural, conversational interactions between users and AI agents. ServiceNow includes out-of-the-box WebRTC configurations that simplify client-side setup, though manual customization is optional. Configuration involves selecting the Web Real-Time Communication (WebRTC) tab and following instructions to connect the voice assistant to web and mobile applications such as the ServiceNow Portal or Engagement Messenger. Administrators typically assist with enabling and configuring the voice call widget on the chosen platforms.

## Customer Support Workflow

The widget supports an interactive support workflow where a portal user, such as an e-commerce customer, initiates a call to an AI voice agent for assistance while continuing to navigate the portal. The active call session remains connected until the user's issue is resolved, enhancing user experience by allowing uninterrupted multitasking.

## Key Features

* **Call Timer:** Displays elapsed time during active calls for user awareness.
* **Mute Audio Control:** Allows users to mute or unmute audio to manage background noise; alerts appear if muting fails.
* **End Call Control:** Enables users to end calls from the widget with alerts if the call cannot be terminated.
* **Call State Indicators:** Shows current call status such as connecting, connected, or connection failed, helping users understand the call progress and retry if necessary.
* **Cross-tab Persistence:** Maintains call state across multiple browser tabs in the ServiceNow Portal and alerts users if a call is active in another tab to prevent duplicate calls.
* **Page Navigation Persistence:** Ensures active calls stay connected while users navigate between portal pages, though refreshing the page or reloading the WebRTC application will disrupt the connection.  
The voice call widget enables users to manage voice calls initiated from the portal interface or Engagement Messenger. The widget maintains call state across tabs and page navigation, displaying call controls and connection
status.
WebRTC (Web Real-Time Communication) enables voice communication directly between browsers. When integrated into ServiceNow, it allows users to initiate calls from portal pages or Engagement Messenger. Users can make calls without switching applications or relying on external communication platforms.{#portal-phone-widget__portal-phone-widget-para-1}

The voice call widget appears at the bottom-left corner of the page when a call is
initiated.{#portal-phone-widget__portal-phone-widget-para-2}

## Enable WebRTC for voice calls {#portal-phone-widget__section_bry_blx_gkc}

To enable the voice call capability on ServiceNow, first create an AI voice assistant to enable natural, conversational voice interactions between users and AI voice agents. For configuration steps, see [Create an AI voice assistant](https://www.servicenow.com/docs/access?context=create-an-ai-voice-service&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#portal-phone-widget__portal-phone-widget-para-3}  
Note:  
The WebRTC application includes out-of-box configurations for client-side WebRTC calling. While manual configuration is optional, the provided setup eliminates the need for additional customization.

Select the Web Real-Time Communication (WebRTC) tab to connect the voice assistant to mobile, web, and external applications.{#portal-phone-widget__portal-phone-widget-para-4}

1. Select Web applications.
2. Follow the on-screen instructions to configure WebRTC for ServiceNow Portal or Engagement Messenger. For detailed configuration steps, see [Create an AI voice assistant](https://www.servicenow.com/docs/access?context=create-an-ai-voice-service&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

{#portal-phone-widget__ol_qxl_klx_gkc}

Contact your administrator for help configuring and enabling the voice call widget on your selected web application.{#portal-phone-widget__portal-phone-widget-para-5}

## Customer support using voice call widget workflow {#portal-phone-widget__section_vzk_tmt_zjc}

The following workflow shows an interaction between the Portal user and the AI Voice agent.{#portal-phone-widget__portal-phone-widget-para-7}

Sarah, an e-commerce customer, needs help while completing an activity in the portal, such as reviewing product information or managing items in a shopping cart. Sarah starts a call from the voice
call widget, and the system connects Sarah to an AI Voice agent that provides support. During the call, Sarah can continue moving through the portal, and the active session remains connected until the issue is resolved.{#portal-phone-widget__portal-phone-widget-para-6}

The voice call widget includes the following key capabilities:{#portal-phone-widget__portal-phone-widget-para-8}
{#portal-phone-widget__table_zml_5nt_zjc__entry__3}

| Feature | Web applications | Behavior and use case |
|-|-|-|
| Call timer | * ServiceNow Portal * Engagement Messenger {#portal-phone-widget__ul_sg2_yq3_fkc} | Elapsed time during an active call so users can track call duration. |
| Mute audio control | * ServiceNow Portal * Engagement Messenger {#portal-phone-widget__ul_cjt_1r3_fkc} | Mute or unmute audio during an active call to manage background noise. If mute fails, the widget displays an alert. |
| End call control | * ServiceNow Portal * Engagement Messenger {#portal-phone-widget__ul_z3r_br3_fkc} | End the current call from the widget. If the call cannot be ended, the widget displays an alert. |
| Call state indicators | * ServiceNow Portal * Engagement Messenger {#portal-phone-widget__ul_rwd_cr3_fkc} | Current call state, such as connecting, connected, or connection failed, so users can understand call status and retry when needed. |
| Cross-tab persistence | ServiceNow Portal | Call state across multiple browser tabs. If the portal is opened in a second tab, an alert indicates that the call is active elsewhere and helps prevent duplicate calls. |
| Page navigation persistence | ServiceNow Portal | Active calls remain connected when users navigate between portal pages. Note: Refreshing the page or reloading WebRTC application disrupts the connectivity. |
[Table 1. Voice call widget features]

{#portal-phone-widget__table_zml_5nt_zjc}