We’re integrating NICE Cognigy voicebots with CXone and hitting a wall on the handover. The bot finishes its logic and triggers the handover action, but the flow never picks up the session. The debug logs in show a 400 Bad Request from the internal handover API.
The Cognigy side is calling the handover endpoint with the session ID and the custom data object. Here’s the payload structure we’re sending:
{
"sessionId": "sess_12345",
"data": {
"intent": "billing_inquiry",
"amount": 50.00,
"customer_id": "cust_99"
}
}```
The flow has a "Bot Handover" trigger. We've mapped the incoming data to flow variables. The issue seems to be that the `data` object is coming through as a string instead of a parsed JSON object, causing the downstream assignment actions to fail validation.
We've tried adding `Content-Type: application/json` to the Cognigy HTTP request action. Didn't help. We also tried using `JSON.parse()` in a before the handover, but the action isn't available at the trigger level.
Has anyone seen this serialization issue? Is there a specific format the `data` payload needs to be in for the engine to parse it correctly? Or are we missing a header in the Cognigy request?