This article walks you through setting up a voice launcher in your mobile app so you can use ServiceNow voice agents without a telephony system.
Disclaimer: This is not official product documentation. It's just me sharing what I figured out. I'm sure this will get much easier in future releases. :) Everything below was configured on a Zürich Patch 6 Hotfix 2 instance.
So, if you have Now Assist licences and want to try ServiceNow's voice agent capability, but don't have access to a telephony provider like Twilio or Genesys, you're in the right place.
What we're doing
We need to configure a few backend tables to wire up the voice launcher. Eventually, this will probably all be handled natively in the Mobile App Builder, but until then, here's the manual approach.
I changed my scope to Now Mobile and created everything there. You could also use a separate update set or a different scope, whatever works for your dev setup.
Step 1: Create a new function
Navigate to the sys_sg_button table and create a new record. In the Type field, select Voice Launcher:
Step 2: Create a function instance
Go to the sys_sg_button_instance table and create a new record. Make sure you set:
-
Parent table →
sys_sg_native_client - Parent → Now Mobile
Like this:
Step 3: Add the function to a mobile screen
Now head into the Mobile App Builder and place your newly created function somewhere on a screen. I added mine to the Quick Actions:
Once that's done, the mobile app should show something like this:
Step 4: Link it to your assistant profile
Open the Assistant designer and select the voice assistant profile you want to use:
In the profile settings, set the Voice Launcher Function to the function you created earlier:
One gotcha
I believe this is a bug, but you can't currently activate a voice assistant profile in the UI without a telephony system configured. The workaround: go directly to the sys_now_assist_deployment table, open your voice assistant profile record, and activate it manually.
That's it!
Make sure you have some voice agents activated (or create your own), and you're good to go; launch them straight from the mobile app.
Have fun, and let me know if you build something cool with it!
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