Hey folks,
I’m hitting a wall with a Studio flow that tries to hand over an active voice session to a NICE Cognigy voicebot. We’re trying to integrate the bot for initial IVR screening before routing to WFM-scheduled agents, but the handover keeps crashing.
The flow hits the ‘Session Handover’ block. I’m passing the necessary context variables using the ASSIGN block right before the handover trigger. Here’s the snippet I’m using to map the user input:
ASSIGN
var.cognigy.input = $input.speechResult
var.cognigy.userId = $user.id
The handover block is configured to call our Cognigy endpoint via the GetRESTProxy action. The issue is that the Studio flow throws a generic ‘500 Internal Server Error’ immediately after the handover attempt. The call drops, and the agent never sees the session.
I checked the CXone API logs for the session entity, and it shows the handover status as ‘FAILED’. The error message in the Studio debug window is pretty sparse:
{ "error": "Handover failed", "code": 500, "message": "Invalid context payload for external bot integration" }
I’ve verified the endpoint URL is correct and the API key in the Studio security profile is valid. I can hit the endpoint directly from Postman with the same JSON payload and it works fine. The JSON I’m sending looks like this:
{
"input": "I need help with billing",
"userId": "12345-abcde",
"sessionId": "sess-xyz-789"
}
Since I’m more of a WFM scheduler than a developer, I’m not sure if the issue is with how Studio formats the outbound request or if Cognigy is rejecting something subtle in the headers. I’m in Central time, so it’s hard to get quick help from our internal dev team right now.
Has anyone successfully wired up Studio to Cognigy for voice handovers? Is there a specific header or JSON structure requirement I’m missing? I’ve tried adding the Content-Type header manually but it didn’t help.
Any pointers on debugging the actual payload sent by Studio would be great. I’m stuck.