Cognigy to CXone Webhook: Mapping dynamic intent data to Architect routing rules

Hey everyone.

I’m trying to bridge Cognigy and CXone using the standard webhook integration, but I’m hitting a wall with dynamic routing based on intent confidence. The Cognigy webhook sends a JSON payload to our CXone inbound number, which triggers a Conversation API call.

Here’s the payload structure coming from Cognigy:

{
 "to": "+15551234567",
 "from": "+15559876543",
 "text": "I need help with billing",
 "metadata": {
 "cognigyIntent": "billing_issue",
 "confidence": 0.92,
 "userId": "abc-123"
 }
}

In CXone Architect, I have a routing rule that checks conversation.metadata.cognigyIntent. The problem is, the metadata isn’t showing up in the Architect data view when the conversation starts. I’m assuming the metadata object in the webhook payload needs to be mapped explicitly to the conversation’s data field, but I can’t find the right property in the POST /api/v2/conversations/messaging endpoint documentation that accepts this external metadata.

I tried adding a custom header X-GC-Metadata with the JSON string, but that didn’t work either. Is there a specific field in the messaging conversation creation request that I should be populating with the Cognigy data so it becomes available in Architect? Or do I need to use a separate PATCH request to update the conversation data after creation?

Using the Genesys Cloud Kotlin SDK for the initial setup, but the webhook itself is just a raw HTTP POST from Cognigy.

Any pointers on the exact JSON structure expected by the CXone messaging API to ingest third-party metadata?

Are you using the default inbound webhook listener or a custom Architect flow? The metadata from Cognigy doesn’t map directly to routing criteria unless you explicitly parse it. You’ll need to extract the intent confidence in the flow first. Here’s how I handle it. Add a Set Data node right after the webhook trigger to pull the value. Then use that variable in your Queue node. It’s cleaner than trying to do it all in the API call.

{
 "action": "set_data",
 "data": {
 "intent_confidence": "{{ $.metadata.intent.confidence }}"
 }
}

Once that’s set, you can branch based on the threshold. If it’s above 0.8, route to billing. Below that, send to general support. Don’t forget to check the actual key path in your webhook logs. Cognigy sometimes nests things deeper than expected. The UI layout for these flows gets messy fast if you don’t group the nodes properly. Keep it simple.

That Set Data approach works, but you’ll lose the raw confidence score if you don’t preserve it in the interaction metadata. Make sure to copy the metadata.intent.confidence to a custom attribute before the Queue node so you can log it later.