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 if needed.
I have the Studio flow set up with a “Transfer” action. The target is a “Session” type, pointing to our Cognigy endpoint. Here is the JSON configuration I’m using for the transfer:
{
"transferType": "SESSION",
"sessionEndpoint": "https://cognigy-api.nice.com/v1/...",
"parameters": {
"conversationId": "{{Conversation.Id}}",
"agentEmail": "{{Agent.Email}}"
}
}
When the call hits this node, it immediately fails. The Studio logs show a 500 Internal Server Error. The error message isn’t very helpful, just says “Failed to establish session”.
I’ve double-checked the endpoint URL and it looks correct. I’m passing the auth token in the header via a previous Assign node, but I’m not sure if the Transfer action supports custom headers out of the box.
Has anyone got a working example of passing the Bearer token correctly to Cognigy from Studio? Or is this a known limitation with the Session transfer type?