ServiceNow Store - Authsignal Call Connect
View the ServiceNow Store listing for Authsignal Call Connect
Prerequisites
- ServiceNow instance with the Authsignal Call Connect app installed from the ServiceNow Store
- Twilio or Bird account with SMS enabled and configured in Authsignal
- ServiceNow ITSM module with a contact that has at least a mobile phone number
Configuration
1. Create a ServiceNow API key record
Create a ServiceNow API key record with a generated key. This key will be used for the callback from Authsignal to ServiceNow.1
Navigate to REST API Key settings
In your ServiceNow instance, navigate to All > System Web Services > API Access Policies > REST API Key.
2
Create a new API key
Select New, fill in the name “Authsignal Call Connect Webhook” and the User field (you can leave the other fields blank), and click Submit.
3
Copy the token value
Click on the newly created record and reveal the token value. Copy this value - you’ll need it for the Authsignal configuration in the next step.
2. Configure Call Connect in Authsignal portal
1
Select ServiceNow integration
Navigate to the Call Connect section in the Authsignal portal (Settings > Call Connect) and select the ServiceNow option.
2
Enter ServiceNow instance name
Fill in the ServiceNow instance name field. The instance name is usually the subdomain of your ServiceNow instance URL.
3
Add the webhook API key
Paste the API key token from the previous step into the ServiceNow webhook API key field.
4
Activate the integration
Click the Activate Call Connect button to activate the integration.
3. Complete ServiceNow configuration
In your ServiceNow instance, navigate to All > Authsignal Call Connect > Call Connect Tracking > Properties and configure the following mandatory properties:
1
Set the Call Connect URL
Based on the region of your Authsignal tenant, copy the following URL and paste it into the Authsignal Call Connect URL with path field:
| Region | Call Connect URL |
|---|---|
| US (Oregon) | https://us-connect.authsignal.com/call/start |
| AU (Sydney) | https://au-connect.authsignal.com/call/start |
| EU (Dublin) | https://eu-connect.authsignal.com/call/start |
2
Add your Authsignal API key
Paste the API key from the Authsignal portal for the Call Connect API into the Authsignal API key field.
3
Add the webhook API key Sys ID
Paste the Sys ID of the webhook API key record created in step 1 into the Sys ID of the webhook API key record field.
4
Save your changes
Click Save to complete the configuration.
4. Final configuration
Complete the setup by ensuring:- All callers in the
sys_usertable have phone numbers in E.164 format (e.g.,+61417888999) - All engaged agents have the agent role assigned (
x_auths_cc.agent) to appropriate groups and/or users