---
sourceDocument: Zurich Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Integrate voice assistant with Genesys (SIP)

# Integrate ServiceNow voice assistant with Genesys Cloud service (SIP) {#ariaid-title1}

* Release version: Zurich
* 
* Updated June 4, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Genesys Cloud service using the
Session Initiation Protocol (SIP) communication channel.

## Before you begin

* Create a voice assistant. See [Create an AI voice assistant](https://www.servicenow.com/docs/jCfPw87h2QUXJ9ECrRjrsA "Create an AI voice assistant to enable natural, conversational voice interactions between users and AI voice agents.") for more information.

Role required: sn_aia.admin

## About this task

Connect your Genesys Cloud contact center to a ServiceNow voice assistant using the Session Initiation
Protocol (SIP) communication channel. After the integration is configured, Genesys
Cloud routes calls to the ServiceNow SIP endpoint, where
the AI voice agent handles the interaction. When call handling is complete, the
integration supports transferring the caller to a live agent queue using the SIP
REFER transfer method.

## Procedure

1. Navigate to AllConversational InterfacesAssistant DesignerAssistants.
2. Find the voice assistant that you want to connect to Genesys Cloud service 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 Select communication channels dropdown, select Session Initiation Protocol (SIP).
7. From the CCaaS provider dropdown, select Genesys.  
   Enter the Transfer number/address and note the
   following generated values. You will need these to configure the SIP trunk
   in your Genesys Cloud account.
   {#integrate-voice-service-with-genesys-sip__table_genesys_sip_form_fields__entry__2}

   | Field | Description |
   |-|-|
   | Transfer number/address | SIP URI to transfer the call to your Genesys Cloud service. Use the format `user@domain`, where the user part is up to 16 characters and the domain part is up to 256 characters. URI parameters are not supported. |
   | Transfer method | Read-only. Set to REFER for Genesys Cloud service. |
   | ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from Genesys Cloud service to the voice assistant. For SIP trunk configuration details including IP addresses and FQDNs per region, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). |
   | x-snc-param | Read-only. Generated token to send to your Genesys Cloud account to authenticate requests to the voice assistant. |
   [Table 1. Genesys SIP configuration fields]

   {#integrate-voice-service-with-genesys-sip__table_genesys_sip_form_fields} Figure 1. Genesys SIP 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 <kbd class="ph userinput">true</kbd>.  
      Figure 2. Setting persist_context_data 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 <kbd class="ph userinput">persist_context_data</kbd>, and Value to <kbd class="ph userinput">true</kbd>, then click Submit.
9. In your Genesys Cloud account, configure the SIP trunk using the ServiceNow SIP FQDN and authentication token.  
   Use the ServiceNow SIP Trunk information and the x-snc-param token generated in the previous step. For SIP trunk configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612).

## Result

Genesys Cloud service is connected to your ServiceNow
voice assistant. Incoming calls routed through Genesys Cloud service are handled by
the AI voice agent, which responds with a greeting and processes the caller's
requests.

## What to do next

For live agent transfer configuration and advanced SIP trunk settings, refer to your
Genesys Cloud documentation or contact Genesys support.

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