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Added in 2026.10 (beta)
NiCE CXone handover provider logo

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Description

This feature is in beta. We encourage you to try it out and provide us with feedback.
The NiCE CXone handover provider bridges Cognigy.AI and NiCE CXone, enabling end users to connect with human agents in a NICE CXone contact center.

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Prerequisites

If your Cognigy.AI installation is not integrated with NiCE CXone at the platform level, use the NiCE CXone (Non-Integrated) handover provider instead.

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Restrictions

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Configuration on the Cognigy.AI Side

  1. Go to Deploy > Handover Providers.
  2. Click + New Handover Provider and select NiCE CXone.
  3. Enter a unique name for the provider. This name will be used as a name for the channel in NiCE CXone.
  4. Save the configuration.
  1. In the Flow editor, add a Handover to Human Agent Node.
  2. From the Handover Provider list, select the NiCE CXone provider that you created.
  3. Configure the generic handover behavior, such as accepted messages or cancellation handling, as needed.
  4. (Optional) Configure additional settings:
    • Send Transcript as first message - allow NiCE CXone to receive the conversation transcript as the first message when the handover begins. This setting is turned on by default.
    • Display Agent Details - display the human agent’s name and avatar from NiCE CXone in the chat for the end user. This setting is turned off by default.
No NiCE CXone-specific fields are required in the Node. Routing to the correct queue or human agent team is configured on the NiCE CXone side.

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Configuration on the Handover Provider Side

  1. In NiCE CXone, click the Applications app selector in the upper-left corner.
  2. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > Roles.
  3. Select the role assigned to your account, for example, Administrator.
  4. In Assigned Channels, select the channel with the same name as the NiCE CXone handover provider you created in Cognigy.AI.
  5. Click Update Role Permissions and assign either all permissions or the minimum scope:
    • Send Replies
    • Assign / Reassign Conversations
    • Reassign Conversations Save your changes.
To ensure that conversations are automatically assigned to human agents, create a skill and assign it to the channel and human agent.
  1. In NiCE CXone, click the Applications app selector in the upper-left corner.
  2. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > ACD Skills.
  3. Click Create New > Single Skill.
  4. Configure the following fields:
  • Media Type — select Digital.
  • Skill Name — enter a name for your skill.
  • Inbound/Outbound — select Inbound.
  • Campaign — select any existing campaign.
  1. Click Create. After creating the skill, assign it to the channel:
    1. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > Digital > Points of Contact Digital.
    2. Find the channel with the same name as your Cognigy.AI handover provider. Click Edit, go to the Skills tab, and select the created skill from the Select default skill list.
  2. Verify the skill is assigned to a human agent:
    1. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > ACD > ACD Users.
    2. Select the user from the list, and check the Skills tab to ensure the required skill is assigned.
  1. Click the Applications app selector in the upper-left corner. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > Studio.
  2. Open the Cognigy folder. Inside, locate the Cognigy Handover Script <cognigy-handover-providerId>, where <cognigy-handover-providerId> is the ID of the handover provider in Cognigy.AI. Don’t rename the folder because Cognigy.AI references the script by its original name when deleting the provider.
You can adjust the script later using the NiCE CXone Studio Scripts documentation. In the script, make sure not to change the ESCALATE and END ESCALATION actions because Cognigy.AI uses them to start and end handovers.The ONRELEASE action notifies Cognigy.AI that the human agent has closed the conversation. Cognigy.AI then triggers the On Resolve Options setting configured in the Handover to Human Agent Node.
Use a Cognigy.AI Webchat v3 Endpoint for quick testing.
  1. In Cognigy.AI, go to the Webchat v3 Endpoint settings. Open Demo Webchat and trigger the handover.
  2. In NiCE CXone, click the Applications app selector in the upper-left corner.
  3. In the left-side CXone Mpower Hubs menu, go to Omnichannel Routing > Agent.
  4. In the Agent window, select your preferred option for how you want to connect. For example, select Set Phone Number, enter a phone number, and click Launch.
  5. With the correct skill assigned, the conversation will appear in the agent’s queue. Otherwise, you can select Search in the left-side menu and find the recent conversation that was created.
    1. Verify that the conversation appears in NiCE CXone. Confirm that it can be picked up by a human agent.
    2. Send a reply from NiCE CXone and verify that it appears in the Demo Webchat.

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More Information