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Integrating voice assistant with CCaaS provider › Deploy AI voice agents › Now Assist AI agents › Enable AI experiences
Release: Australia · Updated: 2026-05-22 · Official documentation · View source

Integrate ServiceNow voice assistant with 3CLogic

Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the 3CLogic voice service.

Before you begin

Role required: sn_aia.admin

About this task

Connect your 3CLogic voice service to a ServiceNow voice assistant using the WebSocket communication channel. When the integration is complete, incoming calls routed through 3CLogic are handled by the AI voice agent. When call handling is complete, the integration supports transferring the caller to a live agent queue.

Procedure

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

  2. Find the voice assistant that you want to connect to 3CLogic 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 WebSocket.

  7. From the CCaaS provider dropdown, select 3CLogic.

    Note: This integration must be completed in your telephony provider's account. Follow the setup steps outlined in the 3CLogic product documentation.

    The following read-only fields are generated. Copy these values to your 3CLogic account to complete the integration.

    FieldDescription
    URLAutogenerated WebSocket URL to connect the 3CLogic voice service to the voice assistant.
    Client secretGenerated client secret to authenticate requests from 3CLogic to the voice assistant.
    Client idGenerated client ID to authenticate requests from 3CLogic to the voice assistant.
Image omitted: voice-agents-3clogic-integration.png
The Communication channels guided setup with 3C Logic selected as the CCaaS provider, showing the generated URL, Client secret, and Client id fields to copy to your 3CLogic account.

  1. In your 3CLogic account, paste the URL, Client secret, and Client id into the corresponding fields.

  2. Complete any additional configuration required in your 3CLogic account.

    For provider-side configuration steps specific to your 3CLogic deployment, contact 3CLogic customer support.

Result

The 3CLogic voice service is connected to your ServiceNow voice assistant. Incoming calls routed through 3CLogic are handled by the AI voice agent, which responds with a greeting and processes the caller's requests.

Note: Call recording is not available for 3CLogic integrations.

What to do next

For live agent transfer configuration and advanced 3CLogic settings, contact 3CLogic customer support.

Parent Topic:Integrating voice assistant with CCaaS provider