How do I map the intent score from a NICE Cognigy webhook to a CXone conversation attribute?
I’m sending this payload:
{
"intent": "billing",
"score": 0.9
}
The webhook hits the CXone endpoint and returns 200 OK, but the attribute intent_score stays empty in the Architect flow. I’ve tried using body.intent.score in the Set Participant Data action but it’s null. What am I missing?
The payload structure is wrong for the REST Proxy action. CXone expects the data nested under attributes, not at the root.
{
"attributes": {
"intent_score": 0.9
}
}
Set the attribute name in the action config to intent_score. Don’t forget to enable “Allow override” if you’re updating an existing session.
Yeah, that nested structure is key. I ran into the same thing with Cognigy webhooks. The attributes wrapper is mandatory for CXone to parse it correctly in Architect. Once I switched to that format, the Set Participant Data action picked up the value immediately. Thanks for the reminder on the override setting too.