Voice Agents in ServiceNow are genuinely useful for handling routine calls, but only if you configure them right. This session breaks down the full setup process step by step. We cover: • Assistant Basics: Creating and naming your assistant, adding tags for analytics • Language & Persona: Supported languages (including Hindi), choosing a voice persona that fits your use case • Communication Provider Setup: Connecting Twilio and how to get the webhook URL and auth token configured correctly • Identification & Authentication: Multi-factor approaches knowledge based questions and soft PINs to verify callers without friction • Guardrails & Fallbacks: What happens when the agent can't resolve the issue, escalation to live support or automatic ticket creation • Constraints: Setting call duration limits and inactivity timeouts If you've built agent flows before, the configuration will feel familiar. If you're new to Voice Agents, this gives you the complete picture of what's required to go live. 0:00 - Introduction & Use Case 0:30 - Creating an Assistant & Basic Setup 1:50 - Language Support & Persona Selection 3:30 - Connecting Twilio: Webhook & Auth Token 4:20 - User Identification Methods 5:00 - Authentication with Soft PINs 5:45 - Escalation & Fallback Strategies