Add a Configuration in Virtual Agent Hub

Virtual Agent Hub stores the connection information that NiCE CXone uses to communicate with your AI Agents (Cognigy) bot. You must create one configuration per bot. The same configuration can be assigned to multiple Studio scripts.

Required permissions :  Connections Hub

  1. Click the app selector icon of app selector , go to Others and select Connections Hub

  2. In the NiCE CXone Hubs menu on the left, select Virtual Agent Hub. The application displays the Virtual Agents panel.

  3. Click Add Bot.

  4. In the General Information section do the following:

    1. In the Virtual Agent (Bot) Name field, enter a unique, descriptive name for this configuration. Use a naming convention that identifies the provider, use case, and environment. For example, Cognigy_OrderStatus_Text_Prod.

      The name you enter here becomes the value of the virtualAgentID property in the TextBotExchange action. Use a name that is easy to identify when you are configuring Studio scripts.

    2. In the Select Bot Provider section, click the NiCE AI Agents (Cognigy) Bot card.

      If the NiCE AI Agents (Cognigy) Bot card does not appear, the AI Agents (Cognigy) feature is not enabled for your tenant. Contact your TAM to enable it.

    3. Click Next.

  5. Use the following table to complete the Configuration page fields. Copy the Endpoint URL and Verify Token field values while retrieving the endpoint credentials from AI Agents (Cognigy).

    Field Name

    Acceptable value/Format

    Description

    		Impact if incorrect
    Integration Version 3.0.0 Select the integration version. AI Agents (Cognigy)supports only version 3.0.0. None. You must select 3.0.0. Selecting an earlier version is not supported and will cause the integration to fail.
    URL Example: https://endpoint-app.cognigy.ai/endpoint/... The full Endpoint URL generated by AI Agents (Cognigy) after you configure and enable the NiCE CXone Endpoint. NiCE CXone sends all customer messages to this URL. If the URL is incorrect or the Endpoint is disabled in AI Agents (Cognigy), the bot will not respond. Check the Studio OnError branch for error details.
    Verify Token String token (no spaces) The verification token generated in AI Agents (Cognigy) for the NiCE CXone Endpoint. NiCE CXone sends this token in every request to authenticate the connection. If the token does not match the value in AI Agents (Cognigy), all requests will be rejected with an authentication error.
    Timeout Intent Example: timeout The name of the intent configured in AI Agents (Cognigy)to handle cases where the contact does not respond within the expected time window. If you leave this field empty and a timeout occurs, the virtual agent may not handle the timeout gracefully. Configure a matching timeout intent in your AI Agents (Cognigy) Flow.

  6. After you complete all fields, click Next.

  7. On the Voice page, in the Voice Integration Options section, select Text Only (No Voice Support). This setting configures the integration for text-based digital channels only. Voice channel integration requires a separate setup process. Click Next.

  8. Use the following table to select the transcript capture option that meets your organization's requirements.

    Field Name

    Acceptable value or Format
    Nothing

    Default. No transcript or intent data is captured during the interaction. Select this option if you do not need conversation data for reporting, agent hand off, or analysis.

    It is recommended to capture the transcript or intent data.

    Transcript only Captures the full text of the conversation between the contact and the virtual agent. Data is stored for the duration of the interaction. Requires custom scripting using the GetBotTranscript action to use or persist the data.
    Intent information only Captures the intent data identified by AI Agents (Cognigy) for each turn. Data is stored for the duration of the interaction. Requires custom scripting using the GetBotTranscript action.
    Transcript and intent information Captures both the full conversation transcript and intent data. Requires custom scripting using the GetBotTranscript action.

    If the Transcript page does not appear, this feature is not enabled for your tenant. Contact your TAM or Account Representative for information about enabling conversation transcript capture.

  9. Select the appropriate transcript capture option and click Next.

  10. On the Test + Add page, in the Type a message field, enter a test message, for example: Hello.

  11. Press Enter to send the message.

  12. Verify that AI Agents (Cognigy) returns a response in the test chat window. A response confirms that the Endpoint URL, Verify Token, and Endpoint enabled state are all correct.

  13. If no response appears, click Back to return to the Configuration page. Verify the Endpoint URL and Verify Token values. Confirm that the Enable Endpoint toggle is ON in AI Agents (Cognigy). Then return to this page and test again.

  14. When the test is successful, click Add. The configuration is saved and now appears in Virtual Agent Hub.