We are trying to send a specific intent from our Cognigy bot to NICE CXone to trigger dynamic routing rules. The webhook hits the CXone endpoint successfully, but the routing logic never updates the intent attribute on the interaction. We’ve verified the OAuth token is valid and the payload structure matches the documentation exactly. Here is the JSON we are sending in the POST body:
{
"routing": {
"intent": {
"id": "intent-12345",
"score": 0.95
}
}
}
We are seeing a 200 OK response from the API, but the interaction remains unrouted. We have checked the following:
- The intent ID exists and is active in the CXone platform
- The webhook URL is correct and accessible from our Cognigy environment
- The OAuth token has the necessary permissions for routing updates
- The payload format matches the NICE CXone API specification for intent updates