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Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.
You can create extra inboxes in Live Agent and configure them for handover within your flows.

Add an additional inbox

To add another inbox in Live Agent, follow these steps:
  1. In the sidebar of the Live Agent dashboard, click Inboxes.
  2. In the upper-right corner, click the Add Inbox button. Live Agent shows you a screen to set up your inbox.
    Live Agent inbox setup
  3. On the inbox setup page, fill in the following fields:
    • Inbox Name — create a unique inbox name. For example, Cognigy Handover.
    • Webhook URL — enter the domain name of the Cognigy endpoint URL, extended by /handover/liveagent. You can find the endpoint URL in the Integration section on the Setup tab of your endpoint settings. For example, if your endpoint URL is https://endpoint-trial.cognigy.ai/80be1dc36a16352b361838ae36e868aaf49a7359c700f4efc5a36b105a2c6917, use https://endpoint-trial.cognigy.ai/handover/liveagent.
  4. Click the Create Cognigy.AI Inbox button. Once you have successfully set up the inbox, you’re prompted in the next step to assign your agents to the new inbox.
  5. Select your required agents in the selection list and click Add agents.
A new Live Agent inbox has been created.

Find account and inbox IDs

The new inbox is defined by an account ID and an inbox ID. The inbox ID is required to configure the Handover to Human Agent node. Both IDs can be found in the Live Agent URL after creating the inbox. To locate them, follow these steps:
  1. Go to Settings > Inboxes.
  2. In the Inboxes list, find the inbox that you created before, and click the Settings icon next to the inbox.
The inbox settings will be displayed, and you’ll see the address line of your browser as follows: https://liveagent-<your-environment>/app/accounts/<account-id>/settings/inboxes/<inbox-id>. For example, in the URL https://liveagent-dev.cognigy.ai/app/accounts/2/settings/inboxes/32852, the account ID is 2, and the inbox ID is 32852.
Live Agent browser URL showing the account ID and inbox ID

Configure a flow for handover to the additional inbox

To configure a flow for handover to Live Agent, follow these steps:
  1. In the Cognigy interface, open the flow that contains the Handover to Human Agent node.
    Cognigy flow editor with a Handover to Human Agent node
  2. Click the Handover to Human Agent node to open the node editor.
  3. In the Live Agent settings section, enter the Inbox ID of your new Live Agent inbox.
  4. Click Save Node.
Your flow is now configured for handover to Live Agent.

What’s next?

Last modified on November 11, 2026