---
sourceDocument: Australia Platform security
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/platform-security
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Platform security
ft:clusterId :
- psec
bundleId :
- psec
workflow :
- Platform
---
# Configure Email OTP
# Configure Email OTP {#ariaid-title1}
Release version: Australia
Updated June 1, 2026
 1 minute to read
Configure the Email one-time password (OTP) to enable OTP-based authentication for users in your instance.
## Before you begin
Role required: `auth_factors_admin`
Install Now Assist for Platform `sn_genai_platform` for activating AI voice agents before Email OTP can be configured.
## Procedure
1. Navigate to AllAuthentication FactorsEmail OTP FactorEmail OTP Service Configuration.
2. Select New.
3. Specify the following fields on the form:
{#configure-email-otp-service__table_email_otp_fields__entry__2}
| Field | Description |
|-|-|
| Service Profile Table | Select the table associated with the AI voice agent service profile. For example, sys_now_assist_d... (Now Assist Deployment). |
| Service Profile | Select the specific AI voice agent service profile to associate with the Email OTP configuration. For example, Now Assist Deployment: Auth Factors Voice. |
| Table | Select the table that contains the user records. Defaults to User [sys_user]. |
| Active | Select to enable the Email OTP configuration. Enabled by default. |
| Email Column | Select the column from the user table that contains the email address used to send the OTP. Defaults to Email. |
| User Column | Select the column used to identify the user record. Defaults to Sys ID. |
[Table 1. Email OTP Service Configuration]
{#configure-email-otp-service__table_email_otp_fields} Figure 1. Email OTP Service Configuration
4. Select Submit.
{#configure-email-otp-service__steps_jsk_45h_ljc}
## Result
The Email OTP configuration is saved. During an AI voice agent session, a one-time passcode is sent to the user's registered email address for authentication.
**Related concepts**
* [Email One-time passwords (OTP) authentication](https://www.servicenow.com/docs/fNQpvOKKNSKGgF62zkpqdg "Email OTP for AI voice agents sends a one-time numeric code to the caller's email address. The caller retrieves the code from their email and provides it to the agent to verify their identity.")
* [Explore authentication factors for AI voice agents](https://www.servicenow.com/docs/dT~H3ZyYl1qdDrtuRO6e7Q "Authentication factors are the elements used for caller identification and authentication. In secure voice agent environments, the process begins with identifying the caller, followed by authenticating their identity before granting access. A robust security strategy combines multiple factors to confirm that only authorized users interact with AI voice agents.")
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