Integrate ServiceNow voice assistant with Twilio voice service

  • Release version: Australia
  • Updated June 4, 2026
  • 2 minutes to read

    • Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Twilio voice service.

    Before you begin

    ServiceNow AI voice assistant uses the authentication token of your Twilio account to connect to the Twilio voice service. To obtain the authentication token, do the following.
    1. Sign up or log in to your Twilio admin console.
    2. Navigate to Account Dashboard > Account Info.
    3. Copy your Account SID and Auth Token.

    Role required: sn_aia.admin

    About this task

    Connect your Twilio voice service to a ServiceNow voice assistant using the WebSocket communication channel. After the integration is configured, Twilio routes calls to the ServiceNow voice assistant. When the interaction is complete, the integration supports transferring the caller to a live agent.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
    2. Find the voice assistant that you want to connect to Twilio and select Edit.
    3. Select Communication channels from the guided setup navigation.
    4. In the Provider application field, select the provider application to deploy the voice assistant to.
    5. Select the Telephony provider tab.
    6. From the Communication channel dropdown, select WebSocket.
    7. From the CCaaS provider dropdown, select Twilio and fill in the fields.
      Table 1. Twilio voice service configuration fields
      Field Description
      Authentication token Authentication token to connect the ServiceNow® voice assistant to your Twilio voice service. Enter the Auth Token that you collected earlier.
      URL Read-only. Autogenerated URL to connect Twilio voice service to the ServiceNow® voice assistant. Copy the URL for use in the Twilio console.

      If you do not see the URL, make sure an endpoint is associated with the sys_service record for AIVoiceAgents. This endpoint is used to generate the URL required for your integration. If no endpoint is present in the record, click Refresh Connections to populate it.
      Figure 1. Twilio voice service integration configuration
      Twilio integration voice service integration configuration.
    8. Enable context data persistence for the voice service.
      1. Navigate to sys_now_assist_deployment_config_attributes.list and check whether a persist_context_data attribute exists for your voice service.
      2. If the attribute exists, open it and set Value to true.
        Figure 2. Setting persist_context_data to true
        The persist_context_data configuration attribute record for the voice service with its value set to true.
      3. If the attribute does not exist, navigate to sys_now_assist_deployment_config.list, open your voice assistant's deployment configuration record, and copy its sys_id.
        To copy the sys_id, right-click the record header bar and select Copy sys_id.
      4. Navigate to sys_now_assist_deployment_config_attributes.list, click New, set Deployment Configuration to the sys_id you copied, Name to persist_context_data, and Value to true, then click Submit.
    9. In the Twilio console, go to your purchased number's configuration and set the URL copied earlier as the Webhook URL.
      Figure 3. Twilio voice service configuration
      Twilio voice service configuration.