---
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 voice input for authentication factors

# Configure voice input for authentication factors {#ariaid-title1}

Release version: Australia  
Updated May 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure how callers provide authentication responses by speaking or using the phone keypad.

## Before you begin

Role required: auth_factors_admin  
Note:  
* For KBA, voice input is configured per question. For more information, see [Create KBA questions](https://www.servicenow.com/docs/ulXOJIoK0W5eRmghXPsmKw "Create knowledge-based questions to use for caller identification and authentication in AI voice agent interactions.")
* For all other numeric factors --- Authenticator App (TOTP), Email OTP, SMS OTP, and Soft PIN, use the following procedure.
{#configure-voice-authentication-factors__ul_x5t_n4j_kjc}

## Procedure

1. Navigate to AllAuthentication FactorsServicesService Configurations.
2. Select New.
3. Specify the following fields on the form.  
   {#configure-voice-authentication-factors__table_wdd_l4j_kjc__entry__2}

   | Field | Description |
   |-|-|
   | Authentication Factor | Select the factor to configure. Options: Authenticator App (TOTP), Email OTP, SMS OTP, Soft PIN. |
   | Application | Global application scope is selected by default. |
   | Service Profile Table | Select the table for the AI voice agent service. Leave empty to apply the configuration to all AI voice agent services. |
   | Service Profile | Select the specific AI voice agent service the configuration applies to. Leave empty to apply the configuration to all AI voice agent services. |
   | Input Type | Select how callers provide their response. Options: * Text: The caller enters the response using the phone keypad. * Voice: The caller speaks the response aloud. {#configure-voice-authentication-factors__ul_xdd_l4j_kjc} When Voice is selected, the Input Format Description, Input Format Example, and Input Validation Pattern fields are displayed with preset values. These fields are read-only. |
   | Input Format Description | This field appears only when Input Type is set to Voice. Expected format of the spoken response. Read-only. Preset by the platform for each factor. |
   | Input Format Example | This field appears only when Input Type is set to Voice. Example spoken responses to guide the voice agent. Read-only. Preset by the platform for each factor. |
   | Input Validation Pattern | This field appears only when Input Type is set to Voice. Regular expression pattern used to validate the transcribed response. Read-only. Preset by the platform for each factor. |
   [Table 1. Service Configuration form]

   {#configure-voice-authentication-factors__table_wdd_l4j_kjc} Figure 1. Service Configurations
4. Select Submit.
{#configure-voice-authentication-factors__steps_vdd_l4j_kjc}

## Result

The input type configuration is saved. During an AI voice agent session, callers authenticate using the configured input method for the selected factor and service.
Figure 2. Service Configurations

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