---
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
---
# Soft PIN authentication
# Soft PIN authentication {#ariaid-title1}
Release version: Australia
Updated September 10, 2026
 2 minutes to read
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## Summary of Soft PIN authentication
Soft PIN is a six-digit numeric personal identification number used to verify a caller's identity during AI voice agent sessions.
It is designed for low-risk caller verification, such as confirming returning users before granting access to self-service tasks.
Soft PIN can function as a single authentication factor, the first factor in a multi-factor flow, or a second factor, but it is classified as a medium-assurance factor and should not be used alone for sensitive operations.
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For higher-risk authentication needs, ServiceNow recommends combining Soft PIN with stronger factors like Okta Verify push notifications or time-based one-time passwords (TOTP).
## How Soft PIN works
* Users must enroll a Soft PIN before use and can re-enroll to change their PIN at any time.
* During an AI voice agent session, the agent prompts the caller to provide their Soft PIN.
* The platform validates the entered PIN against the enrolled value and returns the result to the orchestrator.
* Soft PIN accepts both text and voice input for convenience.
* Note that Soft PIN cannot be used for step-up authentication scenarios.
## Enrollment rules
* The PIN must be exactly six digits.
* No single digit may repeat more than twice consecutively (e.g., "111234" is invalid).
* Ascending or descending sequences longer than two digits are prohibited (e.g., "123456" or "987654").
* The new PIN cannot match any of the user's previous five PINs.
## Limitations
Because Soft PINs are numeric and relatively short, they provide lower assurance compared to time-based codes or push notifications. They are susceptible to reuse, observation, and social engineering risks, so they should not be relied upon solely for high-security authentication.
## Availability and configuration
* Soft PIN enrollment requires the installation of the Now Assist for Platform plugin (sngenaiplatform) which activates AI voice agents.
* The system property **glide.authfactors.Soft PIN.enrollment.enabled** must be set to **true** (this is the default).
* If the plugin is not installed, Soft PIN enrollment is unavailable, and no enrollment module exists on the instance.
* If the plugin is installed but the property is set to **false**, the enrollment option is hidden from user profiles, navigation menus, and the Service Portal; direct URL access will show a message indicating unavailability.
## Practical implications for ServiceNow customers
* Use Soft PIN to add a convenient, medium-assurance verification step for AI voice interactions, especially for low-risk self-service access.
* Do not rely on Soft PIN alone for sensitive or high-security workflows; instead, combine it with stronger authentication factors.
* Ensure the required plugin is installed and system properties are correctly configured to enable Soft PIN enrollment and usage.
* Educate users about the enrollment rules to avoid PIN rejection during setup.
Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.
## When to use Soft PIN {#softpin-authentication__section_kpg_lmj_kjc}
Soft PIN is appropriate for low-risk caller verification, such as confirming a returning user before granting access to self-service tasks.
Soft PIN can be configured as a single factor, the first factor in a multi-factor authentication flow, or a second factor.
Soft PIN is a medium-assurance factor and is not suitable as the only authentication factor for sensitive operations. For those flows, combine Soft PIN with a higher-assurance factor such as Okta Verify push notification or a
time-based one-time password (TOTP). For guidance on combining factors, see [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.").
## How Soft PIN works {#softpin-authentication__softpin-authentication-how-it-works}
Each user enrolls a Soft PIN before it can be used for authentication. Users can change their PIN by re-enrolling at any time.
When Soft PIN is selected as an authentication factor for an AI voice agent service, the agent prompts the caller for the PIN during the session. The platform validates the response against the user's enrolled PIN and returns the
result to the orchestrator.
Note:
* Soft PIN supports both Text and Voice input.
* Soft PIN factor isn't supported for step-up authentication.
## Enrollment rules {#softpin-authentication__softpin-authentication-enrollment-rules}
The system enforces the following rules on the chosen PIN:{#softpin-authentication__softpin-authentication-enrollment-rules__entry__2}
| Rule | Behavior |
|-|-|
| Length | Exactly six digits. |
| Repetition | No single digit can repeat more than twice consecutively. For example, 111234 is rejected. |
| Sequences | Ascending or descending numeric sequences longer than two digits aren't allowed. For example, 123456 and 987654 are rejected. |
| History | The new PIN can't match any of the user's previous five PINs. |
[Table 1. Enrollment rules]
## Limitations {#softpin-authentication__softpin-authentication-limitations}
A six-digit numeric PIN provides lower assurance than time-based codes or push notifications. PINs are vulnerable to reuse, observation, and social engineering.
## Availability {#softpin-authentication__softpin-authentication-availability}
The administrator manages the following conditions on the instance. Soft PIN enrollment is available when both are met:
* Install Now Assist for Platform `sn_genai_platform` for activating AI voice agents.
* The system property `glide.auth_factors.Soft PIN.enrollment.enabled` is set to true (default).
When the plugin is not installed, no Soft PIN module exists on the instance and the enrollment URL is not available. When the plugin is installed but the property is set to false, the enrollment option is hidden from the user profile,
the navigation menu, and the Service Portal. Users who navigate directly to the enrollment URL see the following message:
`Soft PIN enrollment is not available at this time. Please contact your administrator for more details. `
{#softpin-authentication__softpin-authentication-availability__entry__3}
| Property | Description | Default state |
|-|-|-|
| `glide.auth_factors.Soft PIN.enrollment.enabled` | Controls whether the Soft PIN enrollment option appears in the user profile, the navigation menu, and the Service Portal. Requires the AI Voice Agents plugin. | true |
[Table 2. System property]
**Related concepts**
* [Authentication factors](https://www.servicenow.com/docs/CeCg3lmZ4irNKVJLd85KFA "Authentication factors help identify and verify callers, allowing only authorized users to access AI voice agents on the ServiceNow AI Platform.")
**Related tasks**
* [Configure Soft PIN](https://www.servicenow.com/docs/tk7EJkznIyJqytVvWC0EDQ "Users are required to configure Soft PIN before it can be used for authentication with ServiceNow AI Platform.")