Trying to wire up NICE Cognigy to NICE CXone for dynamic routing based on detected intents. The goal is to have CXone evaluate the webhook response and route to a specific queue without hitting a manual disposition or IVR step. I’m sending a POST to the CXone webhook endpoint with a JSON payload containing the intent and confidence score. The issue is CXone isn’t parsing the nested object correctly in the Architect flow. Here’s the payload structure I’m sending from Cognigy:
{
"header": {"version": "1.0"},
"payload": {
"intent": {"name": "billing_issue", "score": 0.92},
"metadata": {"source": "cognigy"}
}
}
In CXone Architect, I’m using a Get Webhook Response step and trying to map payload.intent.name to a string field for the subsequent Set Queue action. The mapping fails silently, and the call drops to the default queue. I’ve tried flattening the object in Cognigy before sending, but CXone seems to expect a specific schema for these integration webhooks. Is there a required envelope format or specific field path CXone expects for intent data from third-party AI providers? The documentation is vague on the exact JSON path resolution for nested objects in webhook responses. Need to know if I’m missing a header or if the parsing logic in Architect requires a different structure.