---
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


---

# Email OTP authentication

# Email one-time passwords (OTP) authentication {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Email OTP for AI voice agents sends a one-time numeric code to the caller's email address. The caller retrieves the code from their email and provides it to the agent to verify their identity.

## When to use Email OTP {#email-otp-authentication__section_afc_3dk_hhc}

Email OTP is appropriate for caller verification when the caller has access to their email during the session and SMS delivery is not preferred or available. Email OTP can be configured as a single factor, the first factor in a
multi-factor authentication flow, or a second factor.

Email OTP is a medium-assurance factor and is not suitable as the only authentication factor for sensitive operations. For those flows, combine Email OTP with a higher-assurance factor such as Push notification - Okta Verify or a
time-based one-time password (TOTP). For guidance on combining factors, see [Authentication factors for AI voice agents](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.")

## How Email OTP works {#email-otp-authentication__section_hqq_kdk_hhc}

During an AI voice agent session, the platform generates a one-time numeric code and sends it to the caller's email address. The caller retrieves the code from their email and provides it to the agent. The platform validates the code
and returns the result to the orchestrator. Email OTP supports both Text and Voice input.  
Note:  
Email OTP factor isn't supported for step-up authentication.

## Email source configuration {#email-otp-authentication__section_lpp_mdk_hhc}

Email OTP determines which email address to send the code to by reading from a configuration record in the Email OTP Service Configurations table. Each record specifies a user record location: which table to look in, which column
holds the email, and which column links that record back to the user's identity in sys_user. The table is domain-separated.

By default, the ServiceNow AI Platform ships an instance-level configuration base system that reads the Email field from the User (sys_user) table, keyed by sys_id. Administrators can override this by pointing to a different table --- for example, a
custom contact table or a group table --- as long as the table has an email field and a column that references sys_user. Service profile-specific configurations take precedence over the instance-level default.

## Limitations {#email-otp-authentication__section_kzd_y14_mjc}

Email OTP requires the caller to have access to their email during the session. Latency depends on email delivery times.

## Availability {#email-otp-authentication__section_w2w_y14_mjc}

Email OTP is available in the base system on ServiceNow AI Platform. No plugin installation or system property change is required to use Email OTP.
**Related concepts**   

* [Authentication factors for AI voice agents](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.")  
**Related tasks**   

* [Configure Email OTP](https://www.servicenow.com/docs/XFyy4ExAMsCl3WPqRdF5Xw "Configure the Email one-time password (OTP) to enable OTP-based authentication for users in your instance.")