Store & Forward Generic Ingestion API

The Store & Forward (S&F) Generic Ingestion API is part of Engagement Hub (Multi-ACD/Open) support for third‑party systems. It provides a standard way for external voice, screen, and digital recording platforms to import closed interactions into NiCE CXone in bulk.

Documentation will soon be available on the Developer Portal.

The S&F API removes the need to build a custom integration for each source system. External systems can securely upload completed interactions, including recordings, transcripts, metadata, and business data, even when real‑time delivery is not available.

Imported interactions are added to NiCE CXone with the Store & Forward API source and flow through the same Workforce Engagement and analytics pipelines as native NiCE CXone recordings. This allows third‑party or parallel recording systems to NiCE CXone quality, analytics, and workforce tools through a single, scalable ingestion method.

When to Use This

Use the Store & Forward API when you need to import closed interactions from external systems, such as third‑party recording platforms or parallel recording solutions. It is designed for offline or delayed ingestion scenarios and supports voice, screen, and digital channels.

Store & Forward is not intended for real‑time or live interaction streaming.

Licensing and Availability

The Store & Forward Generic Ingestion API is available with a Recording Advanced Store & Forward license and requires the Voice/Digital API option to be enabled.