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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.
When you create a new Agent in Cognigy.AI you are prompted to select an Endpoint. You can select, for example, Cognigy Webchat as a specific Endpoint to the Cognigy.AI platform. For more information, see Endpoints. If you want to integrate a Handover process in your Flow, you need to configure your Endpoint for Handover.

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Prerequisites

Before setting up the Endpoint, check whether these steps are done:

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Handover Configuration

To configure the Handover Settings of your Endpoint, follow these steps:
  1. In the left-side menu of the Cognigy.AI interface, select Deploy > Handover Providers.
  2. Click + New Handover Provider and select Live Agent.
  3. Enter a unique name and click Save.
To configure your Live Agent handover, you have two options:
If the Handover to pre-configured Live Agent account option is activated, conversations will be transferred to the Live Agent account mapped to the current Cognigy.AI organization.For on-premises installation, make sure the following environment variables are set in the value.yaml configuration file.
To configure your Live Agent manually, follow these steps:
  1. In the handover provider settings, deactivate the Handover to pre-configured Live Agent account option.
  2. Enter the Base URL for the Live Agent instance. The Base URL is your Live Agent installation URL, extended by /api/v1. For example, in the Live Agent trial environment https://liveagent-trial.cognigy.ai/api/v1 is the Base URL where https://liveagent-trial.cognigy.ai is the Live Agent URL.
  3. Enter the Account ID and the API Key. How to find the Account ID and the API Key, see sections below.
  4. Click Save to confirm your Live Agent settings.
Your Live Agent has been configured.

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Find an Account ID

You can find the account ID in the Live Agent URL of your Live Agent Inbox. To locate the ID, follow these steps:
  1. Open your Live Agent account and go to Settings > Inboxes.
  2. In the Inboxes list, find the Inbox of your project, and click the Settings icon next to the Inbox.
  3. The Inbox settings will be displayed, and you will 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.
Live Agent browser URL highlighting the account ID in the Inbox settings
When you have found the account ID, you can enter it in the Handover Settings of your Endpoint in Cognigy.AI.

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Find API Keys

  1. Click the Profile Settings icon of your account in the bottom-left corner of the Live Agent dashboard, then select Profile Settings in the selection menu.
  2. Find the Access Token section, showing your API Key.
  3. Copy the API Key and paste it into the API Key field in the Live Agent Authentication section of your handover provider settings in Cognigy.AI.

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What’s Next?

When the Endpoint is configured, set up your Flow for Handover to Live Agent
Last modified on August 4, 2026