Running into a weird issue with the Cognigy webhook payload hitting our CXone flow. The goal is to pass the detected intent from Cognigy back to CXone so we can route based on that value.
The webhook fires fine. I see the 200 OK in the CXone logs. But the variable intent_from_cognigy stays empty in the flow. I’ve checked the JSON structure multiple times.
Here is the payload Cognigy is sending:
{
"intent": "billing_inquiry",
"confidence": 0.92,
"sessionId": "abc-123"
}
In I’m using a GetRESTProxy action to receive this. I have the variable mapping set to intent_from_cognigy = body.intent.
If I log the raw body, I see the JSON. It’s valid. But when I try to use intent_from_cognigy in an IF condition later in the flow, it evaluates as null.
I’ve tried:
- Changing the variable type to Text and Number. No luck.
- Using
body["intent"]syntax. Still null. - Checking if the content-type header is correct. Cognigy sends
application/json.
Is there something specific about how CXone parses nested JSON from external webhooks? Or am I missing a step in the Data Action definition?
Also, the timestamp on the webhook event seems to lag by about 2 seconds. Could that affect variable availability?