Connect AI Agents (Cognigy) Endpoint to Virtual Agent Hub

Use AI Agents (Cognigy) endpoints to connect your AI Agents (Cognigy) Bot with CXone Virtual Agent Hub. This connection allows CXone to send requests to your flow and receive responses during customer interactions. Use this configuration when you want to integrate a Cognigy virtual agent with CXone for voice or digital automation flows.

Prerequisites

  • Access to the AI Agents (Cognigy)

  • Access to CXone Admin (User Hub)

  • Access to AI Studio with permissions for Copilot for Agents

  • A AI Agents (Cognigy) Flow created for the customer’s business use case

  • AI Agents (Cognigy) for Process Automation (Task Assist) enabled for the tenant

  • Task Assist is currently enabled by default. Starting Release 26.2, enablement will be controlled in Tenant Management.

Configure AI Agents (Cognigy) Endpoints

One AI Agents (Cognigy) flow can be assigned to multiple endpoints.

  1. In AI Agents (Cognigy), go to Deploy > Endpoints.

  2. Click New Endpoint and enter a name.

  3. In Flow, select the flow created earlier.

  4. For Endpoint Type, select NiCE CXone.

  5. Click Save.

  6. Copy the following values:

    1. Endpoint URL

    2. Verify Token

    Endpoint URL and Verify Token are required to connect with the Virtual Agent Hub.

Connect AI Agents (Cognigy) Bot to NiCE CXone

  1. In NiCE CXone, click the app selector and select Others > Automation & AI > Virtual Agent Hub.

  2. Create a new virtual agent or open an existing one.

  3. In the bot configuration:

    1. Paste the Endpoint URL into the URL field.

    2. Paste the Verify Token into the VERIFY TOKEN field.

  4. Click Next.

  5. Click Save.

Test the Connection

  1. In Virtual Agent Hub, open the More Options (⋮) menu next to the bot.

  2. Select Send Custom JSON.

  3. Enter a test payload for your use case.

  4. Verify that a correct response is returned.

Once the test returns a valid response, the AI Agents (Cognigy)‑to‑CXone connection is successfully established. Your AI Agents (Cognigy) bot can now handle requests from CXone.