RingCentral Engage

As of Cognigy 4.97.0, the Handover Providers section in the Endpoint settings is deprecated. From Cognigy 2026.4 on, the Handover Settings section in the Endpoint settings is in read-only mode. You can’t use this section to configure new handover providers. You can still view configured handover provider settings, but you can’t change them. To configure handover providers, use the Handover Providers interface, which offers greater flexibility for managing your integration with contact centers. For a smooth migration, refer to the migration guide.

The RingCentral Engage Endpoint enables you to connect your AI Agent to the RingCentral Engage platform.

Prerequisites

Access to RingCentral Engage.
Admin role in RingCentral Engage.

Generic endpoint settings

Parameter	Description
Snapshot	This setting is optional. Select the snapshot of the project you want to use. By default, endpoints use the connections from the snapshot. If you select a snapshot, the Override Snapshot Connections toggle is displayed under the Snapshot list.
Locale	This setting is optional. Select the locale for the endpoint. The Locale list only appears if you’ve created a locale beforehand.
Flow	Select the flow to use for the endpoint. You can enter manually by clicking Manual Input below the Flow list. Click next to the Flow list to open the selected flow in the Flow editor.
Endpoint URL	The endpoint URL serves as the interface to the endpoint. For most third-party platforms, you need to copy it into the channel’s settings to configure the connection to Cognigy.
NLU Connector	Select the NLU connector for the endpoint. To disable intent and slot recognition, select the No NLU option.
Enable Endpoint	Toggle to activate or deactivate the endpoint. This setting is enabled by default.

Override snapshot connections

If you activate the Override Snapshot Connections toggle, the endpoint overrides the connections in the snapshot with connections from the project. If only the snapshot has a connection, the connection isn’t overridden. If necessary, you need to update such connections manually. To override the connection of the agent in production, you can:

Make the necessary changes in a staging environment, create a snapshot of the same agent, and select the snapshot in the endpoint settings. Deactivate the Override Snapshot Connections toggle.
Import connections from another agent using a package. Activate the Override Snapshot Connections toggle.

Mocking

In the Advanced Settings section, you can toggle on the Enable Mocking setting to activate mocking for the endpoint. Mocking lets you change node behaviors and test how they perform through the endpoint without changing the original node settings. Make sure that you also activate mocking at the node level.

Additional endpoint settings

You can use the following additional settings to customize the endpoint:

Endpoint-specific settings

Parameter	Description
API URL	The URL determined by your application name and API version. The URL format is `https://api.ringcentral.com/restapi/v1.0/accounts/{accountId}`
Access Token	The token for API requests.
Verification Token	The token that adds an extra layer of security to verify the authenticity of API requests to your RingCentral API domain.
Secret	The secret key matching the RingCentral Engage webhook configuration, used for the handshake process.
Bot Category ID	The category ID used to identify the bot, obtained from the RingCentral Engage platform.
Agent Category ID	The category ID used to identify the agent, obtained from the RingCentral Engage platform.

How to set up

1. Create a RingCentral Engage endpoint

In the left-side menu of your Project, click Deploy > Endpoints.
On the Endpoints page, click + New Endpoint.
In the New Endpoint section, do the following:
1. Select the RingCentral Engage Endpoint type.
2. Specify a unique name.
3. Select a Flow from the list. Save changes.
Go to the Configuration Information section and copy the URL from the Endpoint URL field.
In the RingCentral Engage Setup section, copy the Secret value for later use.
Create a verification token and paste it into the Verification Token field. The token can be any string, but must be kept secret and secure. Copy the value for later use. This token will be used to verify the authenticity of API requests to your RingCentral API domain.

2. Create API access token

Log in to your RingCentral Engage account.
Go to ADMIN > API Access Tokens. Click + to create a new token.
Assign an Agent with permissions to read and reply to your source.
Copy the value from the Access Token field for later use.

3. Create categories

Go to ADMIN > Categories.
Create a new parent category. For example, Cognigy. Then, create two subcategories: Bot and Agent.
Copy the category IDs from the URL for later use.

4. Configure sources

Go to ADMIN > Sources.
Select your source and under MESSAGE SETTINGS, set the Default Category to the Bot category.
Save the configuration.

5. Create a webhook

Go to ADMIN > Webhooks.
Click + to create a new webhook. Configure the following settings:
- API Access Token – use the token created earlier.
- Active – enable the webhook.
- URL – paste the Cognigy Endpoint URL.
- Secret – paste the secret from Cognigy Endpoint.
- Sources Filtering Strategy – select No sources except.
- Sources – select your source.
- Registered Events – enter content.imported.
- Verification Token – paste the verification token from Cognigy Endpoint.
Save the webhook.

6. Complete the endpoint configuration

In the RingCentral Engage Setup section of your Endpoint, fill in the following fields:
- API URL – enter the URL in the following format: https://api.ringcentral.com/restapi/v1.0/accounts/{accountId}.
- Access Token – paste the Access Token copied earlier from RingCentral Engage.
- Bot Category ID – paste the Bot Category ID copied earlier from RingCentral Engage.
- Agent Category ID – paste the Agent Category ID copied earlier.
Save changes. Test the connection by sending a message via RingCentral Engage chat.

Platform reference

Resource reference

Developer reference

Voice reference