Sending a POST to our Cognigy webhook from a CXone Studio snippet returns 200, but the JSON body lacks the routing object needed for intent-based routing. The payload only contains basic interaction metadata, which breaks the dynamic routing logic in Cognigy. What’s the correct payload structure for CXone Studio webhooks?
Cause:
CXone Studio doesn’t push the full routing context by default. It sends a lean interaction payload to keep latency low. You’re seeing this because the webhook definition in Studio isn’t configured to include the routing or analytics blocks. It’s a common gotcha when moving from NICE’s legacy APIs to the new Studio environment. The routing object specifically needs to be explicitly requested in the webhook config, otherwise it’s stripped out before the HTTP call fires.
Solution:
You’ll need to update the Studio webhook integration settings. Go to your Webhook resource definition and check the “Include Routing Data” toggle. If you’re using the CXone API to manage this, patch the webhook resource with the correct payload structure.
{
"name": "CognigyRouter",
"url": "https://your-cognigy-endpoint/webhook",
"includeRoutingData": true,
"includeAnalytics": false,
"includeMedia": false
}
After that, test it again. The routing object should now contain the queue and agent details. If it’s still missing, check if the interaction has actually entered a queue yet. Routing data is null until the contact is queued or answered.