We’re trying to set up a voicebot handover in CXone Studio for our Central time zone support queue. The goal is to let the NICE Cognigy bot handle initial intent classification before routing to a live agent.
I’m using the Session Handover action with the endpoint https://api.cognigy.ai/v1/sessions/handover. The request returns a 500 Internal Server Error immediately.
Here’s the snippet config:
{
"sessionId": "{{conversation.sessionId}}",
"botName": "SupportBot"
}
The logs show the payload is being sent correctly. Not sure why the server is rejecting it. Any ideas on what’s causing the 500?