---
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 voice input for authentication factors

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

Release version: Brazil  
Updated September 10, 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/tKd0yhwuzxfN3Dy3IfolRw "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 | 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 | The table for the AI voice agent service. Leave empty to apply the configuration to all AI voice agent services. |
   | Service Profile | The specific AI voice agent service that the configuration applies to. Leave empty to apply the configuration to all AI voice agent services. |
   | Input Type | 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 preset by the platform. |
   | Input Format Description | Set Input Type to Text (keypad) or Voice for each factor. Callers can't switch input type at run time. This field appears only when Input Type is set to Voice. Expected format of the spoken response. 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. 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. 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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