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Updated in 2026.23 Included models are LLMs and embedding models that NiCE Cognigy provides as part of your license. Their usage is included in the conversation price. You don’t need to create a model or enter API credentials.
Before you can use included models, note the following:
  • You must sign a new SKU to enable included models.
  • Included models are available only to installations integrated with NiCE CXone.
To set up included models for your organization, contact your customer success manager.

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Activate Included Models

Models available in your region are activated by default. For models outside your region, an admin must activate them in the Admin Center under Resources > LLMs. Only users with admin role can activate included models. To activate a model, follow these steps:
  1. Go to the Admin Center and navigate to Resources > LLMs. The included models are listed in the Included models section.
  2. Turn on the toggle for each model you want to use.
    • For a model with the In region tag, the toggle takes effect immediately. These models are activated by default.
    • For a model with the Outside region tag, a dialog asks you to confirm that you accept processing data outside your regional boundary. Select the checkbox and click Accept & enable. If your organization can’t accept this, use your own model instead.
Once an admin activates a model, it’s available in all projects in the organization. To turn off an included model, switch off its toggle and click Disable. The model is no longer available in any project, so any resource that uses it stops working until you assign another model.

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Apply Included Models

To apply an included model in a project, follow these steps:
  1. In the navigation menu of the project, go to Manage > Settings.
  2. In the Generative AI Settings section, included models are marked with the Platform tag in the lists. Select an included model for the feature you want to apply it for.
  3. Select the included model.
  4. Click Save.
Last modified on November 11, 2026