> ## Documentation Index
> Fetch the complete documentation index at: https://docs-classic.cognigy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# NiCE CXone (Integrated)

> Integration with NiCE CXone for handing over conversations to human agents in environments that are pre-integrated with NiCE CXone.

[Updated in 2026.19](https://docs-classic.cognigy.com/release-notes/2026.19.md)

![NiCE CXone handover provider logo](https://mintcdn.com/cognigy-docs-legacy/RomCLoWcsmr9N2pz/_assets/ai/deploy/endpoint-reference/nice.svg?fit=max\&auto=format\&n=RomCLoWcsmr9N2pz\&q=85\&s=fdc70bcacc383d47c481eb8af1465e1c)

![NiCE CXone handover provider logo](https://mintcdn.com/cognigy-docs-legacy/RomCLoWcsmr9N2pz/_assets/ai/deploy/endpoint-reference/nice-dark.svg?fit=max\&auto=format\&n=RomCLoWcsmr9N2pz\&q=85\&s=286325de49b42f3b4592e3cfd0524070)

## Description

The NiCE CXone (Integrated) handover provider bridges Cognigy and [NiCE CXone](https://www.nice.com/), 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

* Access to [NiCE CXone](https://cxone.niceincontact.com/).
* Cognigy installation is integrated with [NiCE CXone environment](https://docs-classic.cognigy.com/ai/administer/access/management-ui.md#create-an-organization). If your Cognigy installation isn't integrated with NiCE CXone at the platform level, use the [NiCE CXone (Non-Integrated)](https://docs-classic.cognigy.com/ai/escalate/handover-reference/nice-cxone/nice-cxone-non-integrated.md) handover provider instead.

## Restrictions

* The [Transfer Node](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/voice/generic/transfer.md) 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](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/service/handover-to-agent.md) 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](https://help.nicecxone.com/content/studio/actionscx/ewtestimate/ewtestimate.htm?cshid=EWTESTIMATE) action to your NiCE CXone Studio script.

- After importing a NICE CXone (Integrated) handover provider from a Package or Snapshot:
  * In NiCE CXone, update the Studio script if you customized it.
  * [Reconfigure on the NiCE CXone side](#configuration-on-the-handover-provider-side) because this configuration isn't included in the import.

## Configuration on the Cognigy Side

> [accordion] 1. Create a Handover Provider
>
> 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](#prerequisites) and try again. If the issue persists, contact [Cognigy technical support](https://docs-classic.cognigy.com/help/get-help.md).
> * **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.

> [accordion] 2. Add a Handover to Human Agent Node
>
> 1. In the Flow editor, add a [Handover to Human Agent](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/service/handover-to-agent.md) 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:
>
> ```json JSON String theme={null}
> "{\"customerType\":\"premium\",\"tags\":[\"urgent\",\"vip\"]}"
> ```
>
> ```json JSON Object theme={null}
> {
>   "customerType": "premium",
>   "tags": ["urgent","vip"],
>   "preferences": { "language": "en", "notifications": true }
> }
> ```
>
> You can also [configure matching custom fields on the NiCE CXone side](#configure-matching-custom-fields-and-attributes) to:
>
> * Display custom attributes in the **View Details** section in the Agent Workspace.
>
> * Fetch custom attributes with the [CC Custom Fields card](https://help.nicecxone.com/content/studio/actions/ccard_fields/ccard_fields.htm).
>
> > [!NOTE]
> >
> > 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

> [accordion] 1. Configure Handover Permissions
>
> 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.

> [accordion] 2. Create a Skill
>
> 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.
>
> 5. 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.
> 6. 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.

> [accordion] 3. Review the Studio Script
>
> 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](https://help.nicecxone.com/content/studio/fundamentals/workwithscriptscx.htm?Highlight=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](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/service/handover-to-agent.md) Node.

> [accordion] 4. Test the Handover
>
> Use a Cognigy [Webchat v3 Endpoint](https://docs-classic.cognigy.com/webchat/v3/configuration.md) 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](#create-a-skill), 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](https://help.nicecxone.com/content/acd/digital/managecustomfields.htm) in NiCE CXone and custom attributes in Cognigy.AI to:

* Display end-user data in the chat details.
* Fetch end-user data using the [CC Custom Fields card](https://help.nicecxone.com/content/studio/actions/ccard_fields/ccard_fields.htm).

To configure matching custom fields and attributes, follow these steps:

1. In the [NiCE CXone](https://cxone.niceincontact.com/) 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](#2-add-a-handover-to-human-agent-node), 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](https://help.nicecxone.com/content/acd/digital/managecustomfields.htm) 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](#4-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 JSON Object theme={null}
  {
    "customerType": "premium",
    "tags": "urgent"
  }
  ```
* 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](https://help.nicecxone.com/content/studio/actions/ccard_fields/ccard_fields.htm) in the Studio script to fetch the `customerType` value.

## Additional Configuration

> [accordion] Configure Attachments
>
> When using a [Webchat v3](https://docs-classic.cognigy.com/webchat/v3/configuration.md) or [WhatsApp](https://docs-classic.cognigy.com/ai/agents/deploy/endpoint-reference/whatsapp.md) 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:
>
> | Category | Supported formats |
> | - | - |
> | Documents | `.pdf`, `.docx`, `.pptx`, `.txt` |
> | Images | `.jpeg`, `.jpg`, `.png` |
> | Video | `.mp4`, `.mov` |
> | Audio | `.mp3`, `.ogg` |
> | Links | Web links/URLs |
>
> To activate attachment uploads, configure [File Storage](https://docs-classic.cognigy.com/ai/agents/deploy/endpoints/file-storage.md) in the Webchat v3 or WhatsApp Endpoint settings.

## More Information

* [NiCE CXone (Non-Integrated) Handover Provider](https://docs-classic.cognigy.com/ai/escalate/handover-reference/nice-cxone/nice-cxone-non-integrated.md)
* [NiCE CXone Handover Provider Overview](https://docs-classic.cognigy.com/ai/escalate/handover-reference/nice-cxone/overview)
* [All Handover Providers](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview)
* [Handovers](https://docs-classic.cognigy.com/ai/escalate/handovers.md)
* [NiCE CXone Endpoint](https://docs-classic.cognigy.com/ai/agents/deploy/endpoint-reference/nice.md)


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