How to connect Ringover with ServiceNow?

ServiceNow is a cloud platform for IT and customer service management. Its Customer Service Management module lets support teams manage contacts, accounts, cases, and incidents in a single place.
 

The Ringover integration for ServiceNow helps support agents save time by automatically linking calls and messages to the right record, creating or updating the related Case or Incident, and generating AI-powered call summaries.

The integration allows you to:

• Make calls from ServiceNow contact pages and list views using the Ringover browser extension (click-to-call).
• Identify a ServiceNow contact by phone number during incoming and outgoing calls.
• Open the corresponding ServiceNow contact record directly from the Ringover Dialer.
• Log incoming, outgoing, missed, and voicemail calls as activities on the ServiceNow contact.
• Log Ringover and Empower call transcripts and summaries in ServiceNow.
• Create a new Case or Incident, or add a Task or Phone log to an existing one, for each call, SMS message, WhatsApp message, or meeting, with the state of your choice.
• Synchronize contacts globally or when they interact with your team.
• Create a ServiceNow contact automatically when an unknown number calls or texts you.

I. Enable the integration from Ringover

1. Log in to to your Ringover Dashboard.
2. Go to Integrations.
3. Search for ServiceNow and click on its icon.
4. Enter your ServiceNow subdomain in the URL field, then click Activate.

If you are already logged in to ServiceNow as an administrator, the authorization window will be displayed automatically. Otherwise, you will be prompted to log in to your ServiceNow account.
 

5. Review the requested permissions and click Allow to authorize Ringover to connect to your ServiceNow instance.
6. Once authorization is complete, you will be redirected to Ringover. 
    

II. Configure your settings

From the Integrations page, click ServiceNow to open the configuration panel. Use the numbered settings below to choose which communications and data Ringover logs and synchronizes.

1. Call types: select Manage call types to choose which incoming, outgoing, missed, voicemail, or other supported call types are logged in ServiceNow.
2. Restrict access to recordings: limit access to recordings to users who have an active Ringover license.
3. Phone numbers: select the Ringover phone numbers whose calls are included in the integration.
4. SMS messaging numbers: select the Ringover numbers whose SMS messages are included in the integration.
5. Link users with an account: match each Ringover user with the corresponding ServiceNow user.
6. Assign missed IVR calls to: select the ServiceNow user to whom missed IVR calls are assigned.
7. Log internal calls: log calls made between Ringover users as activities in ServiceNow.
8. Include Ringover summaries in call logs: add available AI-generated call summaries to ServiceNow call activities.
9. Include scenario name in call logs (for incoming IVR calls): add the Ringover IVR scenario name to incoming call activities.
10. Logs display language: select the language used for automatically generated activity text.
11. Group WhatsApp conversations by: choose how WhatsApp messages are grouped in ServiceNow, for example by day (24 hr).

12. Create contact for calls: choose which call types can create a new ServiceNow contact when no matching contact exists, or disable contact creation.
13. Create contact for SMS messages: choose which SMS message directions can create a new ServiceNow contact when no matching contact exists, or disable contact creation.
14. Create contact for WhatsApp messages: create a ServiceNow contact for supported WhatsApp messages when no matching contact exists.
15. Sync contacts (v4): enable global synchronization of new, updated, and deleted ServiceNow contacts with Ringover. Select Display the last 10 logs to review the latest synchronization logs.
16. Sync contacts on a call-by-call basis: synchronize a contact when you call them or when they call you.
17. Display contact's info during call and only store their info if call-by-call basis is activated: display matching ServiceNow contact details during a call and store them in Ringover only when call-by-call synchronization is enabled.
18. Records: select Configure records to decide which call and message types create or update a ServiceNow Case or Incident, and the state each record gets. See 3. Configure Cases and Incidents below.
19. Mapped fields: select the ServiceNow contact fields to display in the Info section of the Ringover Dialer.

1. Complete your user mapping

Click + Manage users.

Match each ServiceNow user with the corresponding Ringover user.
This mapping ensures that calls, messages, meetings, Cases, and Incidents are attributed to the correct team member.

If a user is added, removed, or updated in either platform, review the mapping and save it again. After reloading the integration, check the suggested matches before saving.

2. Enable contact search and synchronization

Choose how Ringover searches for and synchronizes your ServiceNow contacts:

• Global synchronization (v4): Ringover periodically imports new and updated ServiceNow contacts, and removes contacts deleted in ServiceNow.
• Call-by-call synchronization: Ringover synchronizes a contact when you call them or when they call you.
• Direct search: Ringover searches ServiceNow for a contact that matches the phone number so the correct record can be displayed during the call.

Select the options that fit your workflow, then save your settings. Contact details available in Ringover depend on the data stored in ServiceNow and the synchronization mode you enable.

3. Configure Cases and Incidents

Click Configure records to open the ServiceNow - Records window. For each Ringover call or message type (answered, missed, voicemail, outgoing, incoming and outgoing SMS, incoming and outgoing WhatsApp, meeting), choose what Ringover does in ServiceNow:

• Don't create record (default)
• Create new Case
• Create new Incident
• Add Task to existing Case
• Add PhoneLog to existing Case
• Add Task to existing Incident

When you choose to create a record, select the state it should be given in the As... column (for example New, Open, Resolved, Closed, or Cancelled). The state is required to save the rule.

The Case or Incident is assigned to the mapped ServiceNow user, linked to the matching contact, and contains the interaction details. When you choose to add a task or phone log to an existing record, Ringover updates that record and does not create a new one.

 

III. Call from ServiceNow with the Ringover extension

Install the Ringover click-to-call extension for Chrome. Phone numbers on ServiceNow contact pages and list views are then detected and clickable.

To use click-to-call, simply click on the Ringover icon next to a contact's Business phone or Mobile phone.

When you start a call from a contact page, the Ringover Dialer displays the contact's name and the call activity is logged on that contact's record.
 

IV. Check the connection

The Ringover Dashboard shows whether the ServiceNow integration is connected or disconnected. In case you need to reconnect it, open the integration and click Reload integration.

To test the integration:

1. Make or receive a call using a number stored on a ServiceNow contact.
2. Check that Ringover identifies the correct contact.
3. Confirm that the activity appears on the contact's ServiceNow record with the expected direction, user, date, and post-call information.
4. If you configured records, confirm that the Case or Incident was created or updated with the expected state and assignee.

🎉 Your Ringover integration with ServiceNow is now ready to use.