Is there a standard way to pass dynamic intent data from a NICE Cognigy webhook payload into CXone for intent-based routing?
We’re triggering a webhook from Cognigy to CXone using POST /api/v2/conversations/webchat/sessions/{sessionId}/messages. The payload includes the detected intent and confidence score, but CXone isn’t picking up the custom attributes for routing. Here’s the JSON we’re sending:
{
"type": "user",
"text": "Test message",
"customAttributes": {
"intent": "billing_inquiry",
"confidence": 0.95
}
}
The message gets delivered, but the routing rules in CXone Architect don’t see the intent attribute. We’ve tried setting customAttributes in the request body, but it seems like CXone strips or ignores them for routing purposes. Is there a specific header or attribute naming convention we’re missing? Or do we need to use a different endpoint to inject these values?
We’ve checked the CXone docs, but they don’t clearly explain how external webhooks can inject custom attributes that Architect can read for routing. Any code examples or API calls that work for this scenario would help.