---
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
---
# Soft PIN authentication
# Soft PIN authentication {#ariaid-title1}
Release version: Brazil
Updated September 10, 2026
 2 minutes to read
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## Summary of Soft PIN authentication
Soft PIN is a six-digit numeric code used to verify a caller's identity during AI voice agent sessions in ServiceNow.
It serves as a low-risk authentication method suitable for confirming returning users before granting access to self-service tasks.
Soft PIN can be used alone, as the first factor in a multi-factor authentication (MFA) flow, or as a second factor, but it is classified as a medium-assurance factor and should not be the sole method for sensitive operations.
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## Key Features
* **Use cases:** Ideal for low-risk caller verification in AI voice interactions.
* **Flexibility:** Can be configured as single-factor, first-factor, or second-factor authentication.
* **Enrollment:** Users must enroll their Soft PIN before use and can re-enroll to change it at any time.
* **Input modes:** Supports both text and voice input during authentication.
* **Enrollment rules:** PIN must be exactly six digits, disallowing sequences longer than two digits and limiting consecutive digit repetition; new PIN cannot match any of the previous five.
* **Limitations:** Provides lower assurance compared to time-based one-time passwords (TOTP) or push notifications, and is susceptible to reuse, observation, and social engineering.
* **Availability:** Requires the Now Assist for Platform plugin (sngenaiplatform) and enabling the system property `glide.authfactors.Soft PIN.enrollment.enabled`. If disabled or the plugin is absent, enrollment options are hidden and users will be notified that Soft PIN enrollment is unavailable.
* **Unsupported scenarios:** Not supported for step-up authentication flows.
## Practical Implications for ServiceNow Customers
ServiceNow customers can leverage Soft PIN authentication to provide a straightforward and user-friendly verification method for callers interacting with AI voice agents, especially for non-sensitive tasks. To ensure appropriate security levels, Soft PIN should be combined with stronger authentication factors (such as Okta Verify push notifications or TOTP) for critical operations. Administrators control the availability of Soft PIN via plugins and system properties, allowing customization of authentication flows based on organizational risk tolerance and user experience considerations.
Soft PIN is a six-digit numeric PIN that verifies a caller's identity during an AI voice agent session.
## When to use Soft PIN {#softpin-authentication__section_kpg_lmj_kjc}
Soft PIN is appropriate for low-risk caller verification, such as confirming a returning user before granting access to self-service tasks.
Soft PIN can be configured as a single factor, the first factor in a multi-factor authentication flow, or a second factor.
Soft PIN is a medium-assurance factor and is not suitable as the only authentication factor for sensitive operations. For those flows, combine Soft PIN with a higher-assurance factor such as Okta Verify push notification or a
time-based one-time password (TOTP). For guidance on combining factors, see [Explore authentication factors for AI voice agents](https://www.servicenow.com/docs/kVN5msZ5XeNd8b6MW5_Xpw "Authentication factors are the elements used for caller identification and authentication. In secure voice agent environments, the process begins with identifying the caller, followed by authenticating their identity before granting access. A robust security strategy combines multiple factors to confirm that only authorized users interact with AI voice agents.").
## How Soft PIN works {#softpin-authentication__softpin-authentication-how-it-works}
Each user enrolls a Soft PIN before it can be used for authentication. Users can change their PIN by re-enrolling at any time.
When Soft PIN is selected as an authentication factor for an AI voice agent service, the agent prompts the caller for the PIN during the session. The platform validates the response against the user's enrolled PIN and returns the
result to the orchestrator.
Note:
* Soft PIN supports both Text and Voice input.
* Soft PIN factor isn't supported for step-up authentication.
## Enrollment rules {#softpin-authentication__softpin-authentication-enrollment-rules}
The system enforces the following rules on the chosen PIN:{#softpin-authentication__softpin-authentication-enrollment-rules__entry__2}
| Rule | Behavior |
|-|-|
| Length | Exactly six digits. |
| Repetition | No single digit can repeat more than twice consecutively. For example, 111234 is rejected. |
| Sequences | Ascending or descending numeric sequences longer than two digits aren't allowed. For example, 123456 and 987654 are rejected. |
| History | The new PIN can't match any of the user's previous five PINs. |
[Table 1. Enrollment rules]
## Limitations {#softpin-authentication__softpin-authentication-limitations}
A six-digit numeric PIN provides lower assurance than time-based codes or push notifications. PINs are vulnerable to reuse, observation, and social engineering.
## Availability {#softpin-authentication__softpin-authentication-availability}
The administrator manages the following conditions on the instance. Soft PIN enrollment is available when both are met:
* Install Now Assist for Platform `sn_genai_platform` for activating AI voice agents.
* The system property `glide.auth_factors.Soft PIN.enrollment.enabled` is set to true (default).
When the plugin is not installed, no Soft PIN module exists on the instance and the enrollment URL is not available. When the plugin is installed but the property is set to false, the enrollment option is hidden from the user profile,
the navigation menu, and the Service Portal. Users who navigate directly to the enrollment URL see the following message:
`Soft PIN enrollment is not available at this time. Please contact your administrator for more details. `
{#softpin-authentication__softpin-authentication-availability__entry__3}
| Property | Description | Default state |
|-|-|-|
| `glide.auth_factors.Soft PIN.enrollment.enabled` | Controls whether the Soft PIN enrollment option appears in the user profile, the navigation menu, and the Service Portal. Requires the AI Voice Agents plugin. | true |
[Table 2. System property]
**Related concepts**
* [Authentication factors](https://www.servicenow.com/docs/iU085lLl0FFgBPNpNBDemA "Authentication factors help identify and verify callers, allowing only authorized users to access AI voice agents on the ServiceNow AI Platform.")
**Related tasks**
* [Configure Soft PIN](https://www.servicenow.com/docs/NKuvztQPcHdABB17Zs_7Tg "Users are required to configure Soft PIN before it can be used for authentication with ServiceNow AI Platform.")