I’m trying to route calls from NICE Cognigy to specific CXone queues based on intent. The webhook hits the /api/v2/conversations/callbacks endpoint, but the routing.data object isn’t carrying the queue ID I’m sending.
Here’s the JSON payload I’m posting from Cognigy:
{
"to": [{"id": "+15550199999", "type": "phone"}],
"routing": {
"data": {
"queueId": "abc-123-def",
"priority": 1
}
}
}
The call connects, but it lands in the default queue. I checked the conversation log in CXone and the routing.data field is empty. I have the routing:queue capability enabled on the user token.
Is there a specific header I need to add to the webhook request? Or maybe the structure of the routing object is wrong for this API version? I’ve tried moving queueId to the top level of routing but that throws a 400 error.
The docs are pretty vague on how dynamic data flows into the routing engine via webhooks. Any ideas what I’m missing here?