NICE CXone handoff

Ada’s NICE CXone integration allows an AI Agent conversation to be escalated to a human agent in CXone over live chat. The connector registers as a Bring Your Own Channel (BYOC) integration in your CXone instance, creates a contact on handoff, routes it to a CXone skill through a Studio script, and bidirectionally relays messages between the end user (via Ada) and the human agent (via the CXone agent workspace).

Limitations

The integration operates within the following constraints.

• Only CXone’s Bring Your Own Channel (BYOC) is supported. Virtual Agent Hub (VAH) is not supported.
• Agent presence messages are not displayed to the end user until the agent sends their first message.
• An end user cannot resume chatting with the AI Agent until the agent resolves the conversation in CXone, or the end user closes the conversation in Ada. Closing the conversation in Ada starts a new conversation rather than resuming the previous one.
• An AI Agent can connect to multiple channels within a single CXone instance, but it cannot connect to more than one CXone instance.
• End user email is a mandatory input on the handoff action. CXone associates every conversation with a contact, and the email address identifies that contact.

Capabilities

The integration supports the following:

• Text messages from the end user to the agent, and from the agent to the end user
• Routing to a CXone skill through a Studio script, based on channel ID and custom contact attributes
• CXone contact and end user custom attributes set per handoff
• Conversation title, tags, and a default agent display name set per handoff
• Multiple AI Agents connected to the same CXone channel
• Checking skill activity and agent availability as a separate utility action

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the NICE CXone integration, complete the steps in this order:

1. Initial configuration — register for BYOC, create the channel, and configure routing and custom fields in CXone.
2. Configure the handoff — set up the webhook and the handoff block in your AI Agent.
3. Additional actions (optional) — check agent availability before escalating.