Configure custom assistant

Configure a custom telephony provider to use instead of the out-of-the-box voice assistant.

Before you begin

Role required: admin

Procedure

1. Configure the token by doing one of the following, depending on the token type:
   • Static token:
     1. Navigate to All, and then enter token_verification.list in the navigation filter.
     2. Select New.
     3. On the form, fill in the fields.

        Table 1. Token Verifications form

        Field	Description
        Name	Name of the authentication token, such as AI voice token.
        Description	Description of the authentication token, such as Voice Agent Auth Token.
        Token	Authentication token that is used to authenticate the provider application. Enter the authentication token that you generated using any general programming or scripting language, or select the Generate Secure Token related link.

     4. Select Submit.
   • Hash token:
     1. Navigate to All, and then enter hash_message_verification.list in the navigation filter.
     2. Select New.
     3. On the form, fill in the fields.

        Table 2. Hash Message Verification form

        Fields	Description
        Name	Name of the authentication token, such as AI voice token.
        Description	Description of the authentication token, such as Voice Agent Auth Token.
        Secret	Authentication token (random string).

     4. Select Submit.
2. Set up Provider Authentication for token-based authentication.
   1. Navigate to All, and then enter message_auth.list in the navigation filter.
   2. Select New.
   3. On the form, fill in the fields.

      Table 3. Message Auth form

      Field	Description
      Name	Name of the message authentication, such as AI voice token.
      Provider	Name of the provider, for example, AI Voice provider.
      Group name	Not required.
      Service Portal	Not required.
      Inbound message verification	Select the Static token or Hash message token that you created.
      Outbound message creation	Select the Static token or Hash message token that you created.
      Outbound service token	This field is not supported.

   4. Select Submit.
3. Set the channel identity.
   1. Navigate to All, and then enter sys_cs_provider_application.list in the navigation filter.
   2. Select the AI Voice Agent Provider Application record to open it.
      If you want to use an existing application or create a new provider application, be sure to update the existing configuration according to the values mentioned in Configuration for custom AI voice agent provider before proceeding further.
   3. In the Provider Channel Identity form, locate the Message auth field and select the message auth that you set up previously.

      

   4. Select Update.