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Added in 2026.8 (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

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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. Go to the NICE CXone platform.
  2. Click the Applications app selector in the upper-left corner.
  3. In the left-side CXone Mpower Hubs menu, select ACD, then Roles.
  4. Select the role assigned to your account, for example, Administrator.
  5. In Assigned Channels, select the channel with the same name as the NICE CXone handover provider you created in Cognigy.AI.
  6. Click Update Role Permissions and assign either all permissions or the minimum scope:
    • Send Replies
    • Assign / Reassign Conversations
    • Reassign Conversations Save your changes.
  7. In Omnichannel Studio, 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 the Cognigy.AI that the human agent closes the conversation.
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 CXone Mpower Hubs, select 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 skills assigned, the conversation will appear in the agent’s queue. Otherwise, you can select Search in the left-side menu.
    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