Invoke an automated interaction with bots to fulfill requests within the ServiceNow instance, using the voice or dual-tone multi frequency (DTMF) inputs that are defined in a contact flow.

1. Navigate to Cloud Call Center - Core > Operation Handlers.
2. Click New.
3. On the form, fill in the fields.

   Table 1. Operation Handler form

   Field	Description
   Operation Name	Name of the operation that you want to automate.
   Type	Type that specifies how the operation is implemented. Script: Implementation is included in a script. Forward to Handler: Request is forwarded to an operation handler, which is invoked by lookup on the sys_id of that handler. This scenario is possible when you have different intents for similar operations, for example, Create an HR incident and Create incident. Forward to Operation: Request is forwarded to an operation handler, which is invoked by lookup on the name of the handler and then name resolution to find the handler. Integration Hub - Action: Calls an IntegrationHub action. Integration Hub - Subflow: Calls an IntegrationHub flow or subflow.
   Application	Application associated with the operation handler.
   Domain	Domain associated with the operation handler.
   Active	Option to activate the operation handler.
   Require Authentication	Option to enable authentication for the operation handler. Note: If this option is selected, the corresponding operation is invoked only when a valid authentication token is passed in the request. It is supported by an authentication operation handler that supports pin-based authentication, which can be leveraged in your contact flows. For information about configuring the PIN, see Configure a phone PIN.
   Description	Summary about the operation handler.
   Script	Script that contains the operation implementation and the response for the caller. This field appears when Script is selected for Type.
   Forward To	Operation handler to which you want to forward the request. This field appears when Forward to Handler or Forward to Operation is selected for Type.
   Integration Hub - Action	IntegrationHub action that you want to call to complete the request. This field appears when Integration Hub - Action is selected for Type.
   Integration Hub - Flow/SubFlow	IntegrationHub flow or subflow that you want to call to complete the request. This field appears when Integration Hub - Subflow is selected for Type.

4. Click Submit.