HandoffsNICE CXone

Configure the NICE CXone handoff

After you complete the initial configuration and share your credentials, your Ada team installs the CXone Utilities app on your AI Agent. When that is complete, the app appears in your AI Agent dashboard and you can configure the Handoff.

Your Ada team will install the CXone Utilities app and complete the backend integration setup. Contact your Ada representative to confirm when this step is finished before proceeding. If you are connecting more than one AI Agent to the same CXone instance, this is repeated for each AI Agent.

Configure the Ada webhook

CXone needs to receive conversation events from Ada, which are delivered to a webhook endpoint registered in your Ada dashboard.

To configure the webhook:

  1. In your Ada dashboard, navigate to Platform → Webhooks.
  2. Create a new endpoint and set Endpoint URL to the value for your AI Agent’s cluster:
    • US: https://solutions.ada.support/messaging-connectors/cxone/webhooks/ada
    • EU: https://solutions.eu.ada.support/messaging-connectors/cxone/webhooks/ada
    • Canada: https://solutions.ca.ada.support/messaging-connectors/cxone/webhooks/ada
  3. Under Subscribe to events, select the following event check boxes:
    • v1.conversation.created
    • v1.conversation.ended
    • v1.conversation.handoff.ended
    • v1.conversation.message
  4. Save the endpoint.
The Ada New Endpoint form, with the CXone webhook URL entered and four conversation events selected under Subscribe to events.

Add the CXone Utilities block

Each escalation creates a contact in CXone on the channel you specify, which is then routed to a skill by your Studio script.

To add the handoff block:

  1. In your handoff answer, add the CXone Utilities block.
  2. Set Select Action to Handoff to agent.
  3. Set the required inputs — Ada conversation ID, Ada user ID, CXOne Channel Id, and User Email Address.
  4. Optionally set any of the additional fields documented below. Once the action is configured, your AI Agent can hand off to a human agent in CXone.
The CXone Utilities block configured with the Handoff to agent action, showing the Ada conversation ID, Ada user ID, channel, email, attribute list, title, tags, and name inputs.

Handoff input fields

The Handoff to agent action accepts the following inputs.

FieldRequiredDescription
Ada conversation IDYesConversation ID. Populated from the conversation_id variable.
Ada user IDYesEnd user ID. Populated from the end_user_id variable.
CXOne Channel IdYesThe CXone channel that receives the contact.
User Email AddressYesEmail address of the end user. CXone associates every conversation with a contact, and this value identifies that contact.
CXone contact attributes listNoCustom attributes to set on the CXone contact, as a comma-separated key: value list.
CXone end user attributes listNoCustom attributes to set on the end user’s customer card, as a comma-separated key: value list.
Conversation titleNoTitle applied to the conversation in CXone.
Default agent display nameNoName shown to the end user for the agent before the agent’s own name is available.
TagsNoComma-separated tags applied to the contact in CXone.
User first nameNoEnd user first name.
User last nameNoEnd user last name.
Don’t close CXone conversationNoWhen true, the CXone conversation is left open after the handoff ends.
Fetch Zendesk attachmentsNoWhen true, attachments hosted in Zendesk are retrieved and passed along with the conversation.
Default agent avatar urlNoAvatar image shown to the end user for the agent. Available under Select Optional Inputs.

Pass custom attributes

Custom attributes carry conversation context into CXone, where agents see them on the contact and on the customer card. They can also be used as routing criteria in your Studio script.

Both attribute fields take a comma-separated list of key: value pairs, for example:

case_priority: high, case_order_id: order 12345

Each key must match the Ident of a custom field configured in CXone. Use a Case Custom Fields ident in the CXone contact attributes list field, and a Customer Card Custom Fields ident in the CXone end user attributes list field. See Configure custom fields for how to create these fields and find each Ident.

Route across multiple channels

A single AI Agent can escalate to more than one channel within the same CXone instance, which is useful when different conversation types should reach different teams.

To route a conversation to a specific channel, set the CXOne Channel Id input on the handoff block to that channel’s ID. Each channel must already exist in your CXone instance and have a Studio routing script assigned to it, as described in Initial NICE CXone configuration.

Have any questions? Contact your Ada team, or email us at .