We’ve got a weird bug where the Cognigy webhook payload isn’t mapping correctly to our CXone skill groups. The intent detection works fine in the bot, but when it hits the CXone routing endpoint, the skill assignment defaults to the fallback queue.
Here’s the JSON we’re sending from the webhook consumer:
{
"routing": {
"skillGroups": ["${intent.skillGroup}"]
}
}
The variable resolves to Sales in logs, but CXone throws a 400 saying invalid skill group ID. Is there a specific format required for the dynamic skill group reference in the routing object?