> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow Voice AI Integration Guide

> Connect DialNexa voice AI with ServiceNow to capture incidents, check case status, route requests, and preserve enterprise service context.

The **ServiceNow voice AI integration** helps enterprise service desks turn calls into governed incidents or requests. It works best when the voice agent collects consistent intake data and leaves classification, approval, and high-impact changes to established ServiceNow controls.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native ServiceNow connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If ServiceNow is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the ServiceNow voice AI integration

Use ServiceNow when:

* Employees or customers call a service desk that runs on ServiceNow.
* The agent needs approved incident or request status before routing.
* Intake must capture caller, service, configuration item, symptoms, and impact.
* Assignment and approvals already follow ServiceNow rules.

<Tip>
  **Best first workflow:** Verify the caller, search for a related active record, and create an incident with structured intake details only when no relevant record exists.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A ServiceNow account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect ServiceNow

| Connection method                                   | Use it when                                                  | Important limit                                                             |
| --------------------------------------------------- | ------------------------------------------------------------ | --------------------------------------------------------------------------- |
| Workspace connector                                 | ServiceNow appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs ServiceNow data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | ServiceNow should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans ServiceNow and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the ServiceNow voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and ServiceNow

* Caller and company IDs, verified contact details, location, and department
* Incident or request number, service, configuration item, state, and assignment group
* Call ID, symptoms, start time, business impact, troubleshooting tried, and summary
* Safe callback details and the promised response window

## High-value ServiceNow voice AI workflows

| Call outcome                      | ServiceNow result                                        | Human control                                  |
| --------------------------------- | -------------------------------------------------------- | ---------------------------------------------- |
| Caller requests an update         | Read approved state and next-action fields               | Hide work notes and restricted data            |
| New issue is reported             | Create an incident with complete intake information      | Let assignment and priority rules run normally |
| Access or service request is made | Create or route the request for approval                 | Never bypass approval or identity checks       |
| Widespread outage is suspected    | Alert the service desk with affected users and locations | Require a human to declare a major incident    |

## Verify the ServiceNow integration

Run a test call and confirm that:

1. The workflow finds the intended ServiceNow record instead of creating a duplicate.
2. Only the approved fields change.
3. The DialNexa call ID is stored for traceability and retry protection.
4. A failed request creates a visible error or human-owned task.
5. The receiving owner can open the ServiceNow record and understand the next step without reading the full transcript.

## Troubleshoot ServiceNow integration issues

| Problem                                  | What to check                                                                                                                                     |
| ---------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| ServiceNow is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                     | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| No matching record is found              | Normalize phone numbers and email addresses, then define a clear create-versus-review rule                                                        |
| Duplicate updates appear                 | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow               | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)