Skip to main content
Updated in 2026.19
NiCE CXone handover provider logoNiCE CXone handover provider logo

​
Description

The NiCE CXone (Integrated) handover provider bridges Cognigy and NiCE CXone, enabling end users to connect with human agents in a NICE CXone contact center. NiCE CXone (Integrated) is for Cognigy installations that are deployed as part of the NiCE CXone platform. Both systems share the same infrastructure, so the handover provider handles authentication and channel configuration automatically.

​
Prerequisites

​
Restrictions

  • The Transfer Node isn’t supported.
  • If your NiCE CXone Studio script is configured to send a message to the user after a handover is initiated, the Repeat Handover Accepted Message setting in the Handover to Human Agent Node won’t work. The message sent by the Studio script is treated as a human agent response, which prevents the Handover Accepted Message from repeating.
  • Configuring the estimated wait time logic isn’t supported on the Cognigy side for the NiCE CXone integration. Instead, add an Estimated Wait Time action to your NiCE CXone Studio script.
  • After importing a NICE CXone (Integrated) handover provider from a Package or Snapshot:

​
Configuration on the Cognigy 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.
After creating a handover provider, you’ll see one of the following statuses:
  • Pending or Syncing — no action needed. Wait for the process to complete.
  • Failed — review the prerequisites and try again. If the issue persists, contact Cognigy technical support.
  • Ready — you can continue the setup on the NiCE CXone side.
Once the status is Ready, a Studio script is automatically created in NiCE CXone with the ID in the format Cognigy\Handover from Cognigy <cognigy-handover-providerId>, for example, Cognigy\Handover from Cognigy 6a462ef9109c0c66eb873918. Use this ID to identify the script that maps to the handover provider you created.
  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.
    • Custom Attributes — add custom attributes, which allow you to send additional data to NiCE CXone. When sending custom attributes from Cognigy to NiCE CXone, you can enter them in two ways:
You can also configure matching custom fields on the NiCE CXone side to:
  • Display custom attributes in the View Details section in the Agent Workspace.
  • Fetch custom attributes with the CC Custom Fields card.
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.

​
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.
  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 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 script named Cognigy Handover Script <cognigy-handover-providerId>, where <cognigy-handover-providerId> is the ID of the handover provider in Cognigy. Don’t rename the folder because Cognigy 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 uses them to start and end handovers.The ONRELEASE action notifies Cognigy that the human agent has closed the conversation. Cognigy then triggers the On Resolve Options setting configured in the Handover to Human Agent Node.
Use a Cognigy Webchat v3 Endpoint for quick testing.
  1. In Cognigy, 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.

​
Configure Matching Custom Fields and Attributes

You can use custom fields in NiCE CXone and custom attributes in Cognigy.AI to: To configure matching custom fields and attributes, follow these steps:
  1. In the NiCE CXone platform, click the Applications selector in the upper-left corner and select ACD.
  2. In the navigation menu, select Custom Fields.
  3. On the Custom Fields page, click + Create custom fields for Case in the Case Custom Fields section.
  4. On the Edit custom field page, configure the following:
    • Ident — enter the JSON key value you set in the Custom Attributes field in the Handover to Human Agent, for example, customerType.
    • Label — enter the field name displayed in the chat, for example, Customer Type.
    • Type — select the type that matches the data type of the value sent from Cognigy. For example, select Text, E-mail, or Drop down list. For more information, refer to the NiCE CXone documentation.
    • Is visible in post detail — turn this on if you want the custom field and its value to be displayed in the contact details after the handover.
    • Is editable — turn this on if you want agents to be able to edit or override the value sent by Cognigy.
  5. Click Save.
When you test the handover, click View Details at the top of the chat. You will see the custom attribute sent from the Flow. For example, consider the following configuration:
  • Custom Attributes in the Handover to Human Agent Node:
    JSON Object
  • In the custom field:
    • Ident — customerType
    • Label — Customer Type
After the handover, you can access this value by:
  • Clicking View Details in the Agent Workspace. You will see the Customer Type field with the premium value.
  • Using a CC Custom Fields card in the Studio script to fetch the customerType value.

​
Additional Configuration

When using a Webchat v3 or WhatsApp Endpoint with the NiCE CXone handover provider, end users can send and receive file attachments during a handover session.End users can upload, share, and receive the following file types:To activate attachment uploads, configure File Storage in the Webchat v3 or WhatsApp Endpoint settings.

​
More Information

Last modified on September 14, 2026