Integrate ServiceNow voice assistant with Twilio voice service

---
title: Integrate ServiceNow voice assistant with Twilio voice service
description: Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Twilio voice service.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/integrate-voice-service-with-twilio.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Integrating voice assistant with CCaaS provider, Deploy AI voice agents, AI Agent Studio \(legacy\), AI agents and agentic workflows, Enable AI Experiences]
---

# Integrate ServiceNow voice assistant with Twilio voice service

Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Twilio voice service.

## Before you begin

ServiceNow AI voice assistant uses the authentication token of your Twilio account to connect to the Twilio voice service. To obtain the authentication token, do the following.

1.  Sign up or log in to your Twilio admin console.
2.  Navigate to **Account Dashboard** > **Account Info**.
3.  Copy your Account SID and Auth Token.

Role required: sn\_aia.admin

## About this task

Connect your Twilio voice service to a ServiceNow voice assistant using the WebSocket communication channel. After the integration is configured, Twilio routes calls to the ServiceNow voice assistant. When the interaction is complete, the integration supports transferring the caller to a live agent.

## Procedure

1.  Navigate to **All** > **Conversational Interfaces** > **Assistant Designer** > **Assistants**.

2.  Find the voice assistant to connect to Twilio 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 **Communication channel** drop-down list, select **WebSocket**.

7.  From the **CCaaS provider** drop-down list, select **Twilio** and fill in the fields.

<table id="table_ewv_vxr_pfc"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Phone number to live agent

</td><td>

The phone number to connect the caller to a live agent when required. This field is displayed only when you select **Connect to live agent** in the fallback behavior settings in Safeguards.

</td></tr><tr><td>

Authentication token

</td><td>

Authentication token to connect the ServiceNow® voice assistant to your Twilio voice service. Enter the Auth Token that you collected earlier.

</td></tr><tr><td>

URL

</td><td>

Autogenerated URL to connect Twilio voice service to the ServiceNow® voice assistant. Copy the URL for use in the Twilio console.If you do not see the URL, make sure an endpoint is associated with the `sys_service` record for AIVoiceAgents. This endpoint is used to generate the URL required for your integration. If no endpoint is present in the record, click Refresh Connections to populate it.

</td></tr></tbody>
</table>    \[Omitted image "voice-agents-twilio-integration.png"\] Alt text: Twilio voice service configuration showing the Authentication token and URL fields.

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 `true`.

        \[Omitted image "voice-agents-persist-context-data.png"\] Alt text: The persist\_context\_data configuration attribute record for the voice service with its value set 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, select and hold \(or right-click\) the record header bar and select **Copy sys\_id**.

    4.  Navigate to `sys_now_assist_deployment_config_attributes.list`, select **New**, set **Deployment Configuration** to the sys\_id you copied, **Name** to `persist_context_data`, and **Value** to `true`, then select **Submit**.

    When `persist_context_data` is enabled, the voice assistant saves the session context as an `interaction_context` record named `bot_context_data` after each call. For details about the stored fields, see [Bot context data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/voice-agent-reference.md).

9.  In the Twilio console, go to your purchased number's configuration and set the URL copied earlier as the Webhook URL.

    \[Omitted image "voice-agents-twilio-configuration.png"\] Alt text: Twilio voice service configuration.


**Parent Topic:**[Integrating voice assistant with CCaaS provider](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/integrating-voice-service-with-ccaas-providers.md)