CRM AND HELPDESK INTEGRATION
ServiceNow is a service management and workflow platform, and Vobiz connects to it as a WebRTC softphone in the OpenFrame panel: agents call from a user, incident or case record, talk in the browser, and each call is written to ServiceNow's interaction table with a signed recording link in the work notes. It mounts as an OpenFrame configuration, so there is no Store listing to wait for.
Before you start
Three things shape this one. It needs the OpenFrame plugin active on your instance, and a ServiceNow user with write access to the interaction table, because the backend writes the records itself. That backend is yours to run — it holds the Vobiz credentials, answers the call webhooks and needs a public HTTPS address. And today one backend serves one agent: everyone signing in with account credentials shares a single SIP endpoint, so multi-agent use needs an endpoint for each person.
Why this pairing
ServiceNow already models every way a customer reaches you. Chat, email, portal and walk-up all land as interactions, which is what makes the service picture complete enough to route, report and automate on. A phone call that happens on a separate system is the one channel missing from that picture, and it is usually the one where the hard conversations happen.
Putting the phone inside ServiceNow closes the gap. The agent calls from the incident or case they are already on, the conversation happens in the same tab, and the call is written to the interaction table like every other channel — with the recording a click away in the work notes.
What you get
A phone in the header, and a call that joins the rest of the service record.
Each completed call is written to the interaction table with its direction, numbers, duration and recording link — the same object chat, email and walk-up produce. Phone stops being the channel your reporting cannot see.
A Call via Vobiz action sits on user, incident and case forms, so a call starts from the thing it is about rather than from a separate dialler with the number copied across.
The softphone mounts as an OpenFrame configuration, which is ServiceNow's own framework for exactly this. There is nothing to publish, nothing to certify and nothing between a change and agents using it.
Local, mobile and toll-free inventory across 130+ countries, including regulated formats where a market demands them — India's 140-series and 1600-series among them. Any number on the account can be the caller ID.
A link written into a work note is readable by every agent, every export and every audit trail, indefinitely. These are signed, short-lived, and carry nothing that would authorise anything on its own.
The backend, the call XML and the whole HTTP surface run under an automated suite that asserts the security properties too: that unsigned playback is refused, that the sensitive routes demand authentication, that the health endpoint leaks nothing, and that an unknown origin is not echoed back as allowed. It fails the build when any of that stops being true.
How it works
A developer and a ServiceNow admin, once. Agents then open the panel and call.
Place a call from the Vobiz browser demo before anything else. If that does not work, nothing downstream will, and you will spend a day debugging the wrong layer.
Create the endpoint the softphone registers as, and keep the username the platform stores rather than the one you submitted.
It holds the credentials, answers the call webhooks and writes the interaction records. Vobiz has to reach it over HTTPS. Verify the answer URL returns the expected instruction before opening any interface.
Create the application with your answer URL, bind the endpoint to it, and attach a number for inbound.
Add the backend URL, the shared secret and the target table as system properties, so the call action reads them rather than having anything hardcoded.
Create an OpenFrame configuration pointing at the softphone, choose who sees it, then open it from the header, sign in and wait for the status to read ready before dialling.
The full setup, the call architecture, the backend routes, the properties and a troubleshooting table are in the Vobiz docs.
Read the integration guide
Get started
Run the backend, mount the panel, sign in from the header.
Every call lands in the interaction table with the recording attached.
FAQ
CRM and helpdesk integrations: Salesforce · ClickUp · Pipedrive · Expedify
Voice AI platforms on Vobiz: Bolna · Vapi · Retell AI · LiveKit · ElevenLabs · See all integrations
ServiceNow is an enterprise platform for service management and workflow automation across IT, customer service, security and employee experience. Learn more at servicenow.com. Vobiz is not affiliated with ServiceNow; this integration is built on ServiceNow's public OpenFrame framework for telephony panels.
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