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Configure authentication factors for AI voice agents › Authentication factors › Authentication › Access Management
Release: Australia · Updated: 2026-05-29 · Official documentation · View source

Configure voice input for authentication factors

Configure how callers provide authentication responses by speaking or using the phone keypad.

Before you begin

Role required: auth_factors_admin

Note:

  • For KBA, voice input is configured per question. For more information, see Create KBA questions
  • For all other numeric factors — Authenticator App (TOTP), Email OTP, SMS OTP, and Soft PIN, use the following procedure.

Procedure

  1. Navigate to All > Authentication Factors > Services > Service Configurations.

  2. Select New.

  3. Specify the following fields on the form.

FieldDescription
Authentication FactorSelect the factor to configure. Options: Authenticator App (TOTP), Email OTP, SMS OTP, Soft PIN.
ApplicationGlobal application scope is selected by default.
Service Profile TableSelect the table for the AI voice agent service. Leave empty to apply the configuration to all AI voice agent services.
Service ProfileSelect the specific AI voice agent service the configuration applies to. Leave empty to apply the configuration to all AI voice agent services.
Input Type

Select how callers provide their response. Options:

  • Text: The caller enters the response using the phone keypad.
  • Voice: The caller speaks the response aloud. When Voice is selected, the Input Format Description, Input Format Example, and Input Validation Pattern fields are displayed with preset values. These fields are read-only.
Input Format Description

This field appears only when Input Type is set to Voice. Expected format of the spoken response.

Read-only. Preset by the platform for each factor.

Input Format Example

This field appears only when Input Type is set to Voice. Example spoken responses to guide the voice agent.

Read-only. Preset by the platform for each factor.

Input Validation Pattern

This field appears only when Input Type is set to Voice. Regular expression pattern used to validate the transcribed response.

Read-only. Preset by the platform for each factor.

Image omitted: kba-service-config-1.png
Service Configuration form with Input Type set to Voice
  1. Select Submit.

Result

The input type configuration is saved. During an AI voice agent session, callers authenticate using the configured input method for the selected factor and service.

Image omitted: kba-service-config-2.png
List of saved service configurations with input type and factor details