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The handover end detection with HTTP webhooks applies to Cognigy.AI 4.99 and earlier versions. If you use Cognigy.AI 4.100 or later versions, migrate to Amazon EventBridge. Remove the previous configuration steps after migration to Amazon EventBridge.In Cognigy.AI 4.100, the handover end detection configuration with HTTP webhooks will continue to work only if it was set up before updating to Cognigy.AI 4.100.
By default, to detect the end of a handover with Genesys Cloud Open Messaging, Cognigy.AI establishes a WebSocket connection that subscribes to a channel created through the Notifications API. However, this approach has limitations and may not always be reliable. As an alternative, you can use HTTP webhooks, which require creating triggers in a workflow and using the Web Services Data Actions extension on the Genesys platform to send requests to Cognigy.AI. This approach ensures that events from ongoing conversations are reliably captured, especially during high volumes or complex flows with multiple queue transfers in Genesys. In this guide, you will configure HTTP webhooks in Genesys Cloud Open Messaging for the following Genesys analytics events:
  • AfterCallWorkEvent. The event is triggered when a human agent finishes after-call work by applying a wrap-up.
  • UserEndEvent. The event is triggered when a user or human agent session ends, indicating that the interaction has been completed. Cognigy.AI uses this event to detect when a session ends, which helps avoid prematurely wrapping up the chat in the middle of a transfer or after receiving an AfterCallWorkEvent event.

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Prerequisites

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Configuration Steps

  1. In the Genesys Cloud interface, click Menu in the upper-left corner and go to IT and Integrations > Integrations.
  2. Click Add Integration, find Web Services Data Actions, then click Install.
  3. Enter a name for your connection, for example, Web Services Data Actions Integration.
  4. Click Save & Activate.
  1. In the left-side menu, select Data Actions.
  2. Click + Add Action and select the integration you created.
  3. Enter a name for the action, for example, Send Event to Cognigy.
  1. On the Setup tab, go to the Contracts section.
  2. In Input Contract > JSON, select JSON and paste the following JSON:
{
  "title": "properties",
  "type": "object",
  "properties": {
    "userId": {
      "type": "string"
    },
    "topic": {
      "type": "string"
    },
    "disconnectType": {
      "type": "string"
    }
  },
  "additionalProperties": true
}
  1. In the Configuration section, follow these steps:
    1. Select POST from the HTTP Method list.
    2. In the Request URL Template, enter the Cognigy API URL in the following format: https://endpoint-<cognigy-instance-domain>/handover/genesysCloudOM. For example, https://endpoint-trial.cognigy.ai/handover/genesysCloudOM.
  2. Go to the Test tab, enter a value in the provided fields, for example 123. Click Run Test.
  3. If the test is successful, click Save & Publish. Otherwise, review and correct the previous steps.
  1. Go to Orchestration > Architect, hover over the vertical-ellipsis-icon icon on the Flows tab and select Workflow.
  2. Create a new flow for the AfterCallWorkEvent event and name it Workflow conversation.id.acw.
  3. In the left-side menu, select Resources > Data and create the following String-type variables in the Add Variable section:
    • addressTo
    • disconnectType
  4. In the left-side menu, select Initial State, then click the Data section on the Toolbox tab. Drag Call Data Action to the desired location in the flow editor.
  5. Name your action and select Web Services Data Action from the Category list.
  6. From the Data Action list, select the action you created previously.
  7. Fill in the following fields:
    • userId — enter Flow.addressTo and select Literal from the list next to the field.
    • topic — enter v2.detail.events.conversation.id.acw and select Literal from the list next to the field.
    • disconnectType — enter Flow.disconnectType and select Literal from the list next to the field. Save and publish your flow.
  8. Create a new flow for the UserEndEvent event and repeat steps 1–7 with the following changes:
    1. Name the workflow Workflow conversation.id.user.end.
    2. For the topic field, select Literal and enter v2.detail.events.conversation.id.user.end.
  1. Go to Orchestration > Triggers.
  2. Create a trigger for the AfterCallWorkEvent event and name it Trigger conversation.id.acw.
  3. Configure the following fields:
    • Topic Name — select v2.detail.events.conversation.{id}.acw.
    • Workflow Target — select Workflow conversation.id.acw.
  4. Click + Add Condition and define the criteria:
    • Criterion 1:
      • JSON Path — enter mediaType.
      • Operator — select Equals (==).
      • Value — enter MESSAGE.
    • Criterion 2:
      • JSON Path — enter messageType.
      • Operator — select Equals (==).
      • Value — enter OPEN.
  5. Click Save and toggle the Inactive option next to the trigger name to activate it.
  6. Create a new trigger for the UserEndEvent event and repeat steps 1–5 with these changes:
    • Topic Name — select v2.detail.events.conversation.{id}.user.end.
    • Workflow Target — select Workflow conversation.id.user.end.
The integration is complete, ensuring more reliable detection of conversation endings.

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