---
sourceDocument: Brazil Platform security
sourceDocumentLink: https://www.servicenow.com/docs/r/platform-security

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Platform security

ft:clusterId :

    - psec

bundleId :

    - psec

workflow :

    - Platform


---

# Configure step-up authentication

# Configure step-up authentication {#ariaid-title1}

Release version: Brazil  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure step-up authentication to require an additional challenge before callers reach AI voice agents that handle sensitive requests.

## Before you begin

Role required: `auth_factors_admin`

The `glide.conv_ai_voice.step_up.enabled` system property is set to `true`.

The factor you select must be configured at the platform level before you can use it for step-up authentication. For more information, see [Authentication factors](https://www.servicenow.com/docs/kVN5msZ5XeNd8b6MW5_Xpw "Authentication factors verify caller identity before granting access to AI voice agents. Combining multiple factors helps confirm that only authorized users interact with AI voice agents.").

Whether an AI voice agent requires step-up authentication is set in AI Agent Studio. For more information, see [AI Agent Studio](https://www.servicenow.com/docs/access?context=aias-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Procedure

1. Open the voice assistant in AI Voice Assistant Designer.
2. Select Settings, then select Caller verification.
3. On the step-up authentication card, select Add.
4. Select one of the following factors:
   * Push notification - Okta Verify
   * SMS One-time passcode (OTP)
   * Time-based one-time password (TOTP)

   {#configure-step-up-authentication__choices_nsn_rvs_5kc}  
   The factor you select applies to every AI voice agent in this voice assistant that requires step-up authentication. The factor selected as the First factor or Second factor can be
   selected again here.
5. Select Save and continue.
{#configure-step-up-authentication__steps}

## Result

Callers who reach an AI voice agent that requires step-up authentication complete a challenge using the selected factor. After the caller completes the challenge, the elevated state applies for the rest of the call.

## What to do next

Update the step-up authentication factor
:   To change the factor, select Edit on the step-up authentication card. To clear it, select Remove. If an AI voice agent still requires step-up authentication, callers reaching that
    agent are directed to the configured fallback method until a factor is selected again.
**Related concepts**   

* [Step-up authentication](https://www.servicenow.com/docs/nSRv0LPnB8I2AY6toKBwMg "Step-up authentication requires a caller who is already authenticated to complete an additional challenge before reaching an AI voice agent that handles a sensitive request.")  
**Related topics**   

* Identify and authenticate the caller