Test the Text Bot Integration

Test the integration in two stages. First, test the bot connection from within Virtual Agent Hub. Then, test the full end-to-end flow through the live digital channel.

Required permissions: Studio Script View, Create/Edit

Test from Virtual Agent 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. In the left column, select the bot configuration you created.

  4. In the Test pane on the right, click Start with welcome intent to trigger the Welcome intent. Verify that AI Agents (Cognigy) returns the configured welcome message.

  5. In the Type a message field, enter a test utterance and press Enter. Verify that AI Agents (Cognigy) returns a relevant response.

  6. Click More Options to access additional test options:

    1. Select Add Custom Payload JSON to test the virtual agent's handling of custom payload data. Enter the JSON and send a test message.

    2. Select Trigger Timeout Event to verify the virtual agent's response when the contact does not reply within the timeout period. Confirm that the timeout intent configured in Virtual Agent Hub is triggered correctly.

    3. Select Trigger Custom Intent Event to test any custom intents you have configured in AI Agents (Cognigy). Enter the event name in the pop-up and click Trigger.

  7. Click Reset to clear the test session and start a new test conversation.

  8. If the test fails, return to the Configuration step and edit the URL and Verify Token as appropriate. Save the configuration and re-enable the Endpoint in AI Agents (Cognigy) if necessary. For details, on re-enabling the endpoint refer to Step 8 of the Retrieve Endpoint Credentials topic.

Test End-to-End Through the Digital Channel

  1. Open the digital channel that is configured to use the Studio script. For example, open your web chat widget or send a message through WhatsApp.

  2. Send one or more test messages that represent real customer interactions.

  3. Verify each of the following:

    1. The message reaches AI Agents (Cognigy) and a relevant response is returned to the contact.

    2. The OnPromptAndCollectNextResponse branch is taken correctly, and the conversation continues for each turn.

    3. The OnReturnControlToScript branch is taken when the virtual agent completes the task or requests escalation. Verify that the contact is routed to the correct queue or that the interaction ends cleanly.

    4. The OnError branch is taken and handled gracefully when an error occurs. To test this, you may temporarily enter an incorrect URL in Virtual Agent Hub.

  4. Review the Studio Trace in Studio to verify that each action in the script executed in the correct order and that variables are populated with the expected values.

  5. When all test scenarios pass, the integration is ready for production use.