We’re integrating NICE Cognigy with CXone via webhooks. The flow is: CXone triggers a webhook → Cognigy processes intent → returns JSON for dynamic routing.
Problem: The traceparent header isn’t making it into the Cognigy payload, so our OTel spans break at the boundary.
Here’s the webhook config JSON:
{
"url": "https://cognigy-webhook.example.com/process",
"headers": {
"Authorization": "Bearer {{token}}",
"X-Traceparent": "{{traceparent}}"
},
"body": {
"intent": "{{conversation.intent}}",
"traceContext": "{{traceparent}}"
}
}
The X-Traceparent header arrives at Cognigy fine. But when Cognigy sends the response back to CXone, we lose the context. The response JSON looks like this:
{
"action": "route",
"queue": "support"
}
No trace info. I’ve tried injecting traceparent into the response body manually in Cognigy’s script, but CXone drops it during the callback.
How do we preserve OTel context across this round-trip? Is there a specific header or field CXone expects in the webhook response to propagate the trace?