Integration · HELPDESK · Flagship
ServiceNow integration — phone inside your ITSM
DialPhone’s ServiceNow integration surfaces caller context on inbound, auto-logs call activity to Incidents/Cases, attaches AI transcripts, and lets agents click-to-call from any ServiceNow record. Works with ITSM, CSM, HR Service Delivery, and Field Service Management.
What the integration does
- Click-to-call from any ServiceNow record — Incident, Case, CI, User
- Screen-pop on inbound — opens the matching record with one click
- Auto-log call activity — duration, AI summary, transcript attached to the ticket
- AI transcript attachment — full transcript searchable within ServiceNow
- Bi-directional sync — calls update ticket status, transcripts trigger ServiceNow Flow
- Caller matching — by phone number, user reference, or ServiceNow user ID
- Agent assignment sync — routing based on ServiceNow assignment groups
- SLA awareness — surface SLA breach risk during the call
Installation
Via the ServiceNow Store:
- Search for “DialPhone” in the ServiceNow Store
- Install the app (requires System Administrator role)
- Configure OAuth connection to DialPhone tenant
- Map DialPhone users to ServiceNow users (automatic if SSO is configured)
- Enable screen-pop and click-to-call in agent profile
- Test with a sample call
Total setup time: under 15 minutes for standard configurations.
Use cases
IT service management (ITSM)
- End user calls service desk → screen-pop opens the user’s Incident queue
- Agent answers call, ticket context appears in DialPhone CTI
- Call transcript auto-attaches to the Incident on disconnect
- AI summary drafted in the Work Notes field
- Agent updates status; ticket reflects in DialPhone
- Escalations route to Tier 2 with full context
Customer service management (CSM)
- Customer calls about an open Case → Case auto-opens in agent view
- Customer history, entitlements, SLA timer visible during call
- AI summary with sentiment flags customer satisfaction risks
- Cross-functional handoff to Problem or Change records with full transcript
HR Service Delivery
- Employee calls HR line → HR Case record auto-opens
- Recording and transcript handled with PII redaction (confidential HR data)
- Integration with ServiceNow Now Assist for knowledge-base lookup during call
Field Service Management
- Field technician calls dispatch → shows active Work Order with asset context
- Location and arrival-time updates via SMS logged to the Work Order
- Post-visit AI summary attached with next-step tasks
AI features inside ServiceNow
- AI summary drafted in the Work Notes field
- Sentiment surfaced as a field on the Case/Incident
- Topic extraction — auto-tag tickets with conversation topics
- Knowledge-base suggestion — based on transcript, suggest KB articles
- Churn risk flags on customer-facing Cases
Performance and scale
- Tested with 10,000+ agent deployments
- Real-time sync (under 2 seconds for call events)
- API rate limits negotiable for high-volume deployments
- Works with ServiceNow Paris, Rome, San Diego, Tokyo, Utah, Vancouver, Washington releases
- ServiceNow AppEngine Studio compatibility for custom tables
Security
- OAuth 2.0 authentication with scoped permissions
- No DialPhone-side storage of ServiceNow records
- ServiceNow encryption at rest applies to DialPhone-sourced records
- SOC 2 and ISO 27001 certified on both sides
- HIPAA BAA coverage extends into ServiceNow records (Advanced+ DialPhone plans)
Pricing
Included at no additional cost on:
- Advanced $34/user/mo
- Ultra $54/user/mo
- Contact Center Standard $65/agent/mo
- Contact Center Professional $95/agent/mo (adds AI attachment features)
- Contact Center Elite $145/agent/mo (adds real-time AI in ServiceNow)
See full pricing.