🗒️

The Nice CXOne customer experience platform is also available under the RingCentral brand through a partnership.

Setup

To connect a Nice CXOne agent channel, you need the following information from Nice CXOne:

• Access Key ID
• Key Secret

Point of Contact

Refer to the Nice CXOne documentation to locate these settings.

🗒️

When providing the point of contact information, ensure you copy and paste the entire URL, including the poc and bu parameters. Avoid adding a trailing slash (e.g., https://home-c29.incontact.com/incontact/chatclient/chatclient.aspx?poc=123&bu=123).

Advanced

To send custom data during an agent handover, you can configure a list of key-value pairs. This data can be accessed by custom scripts set up on the Nice/RingCentral platform. For more details, consult the following documentation:

• General Studio Scripting
• Post Contact Chats

An example of a JSON-compatible list of key-value pairs is shown below:

[
  {
    "key1": 123,
    "key2": 666
  }
]

🗒️

Script parameters are static payloads for the entire Nice CXOne channel. You cannot use variables from the context in this payload.

For dynamic details based on user cases, consider creating multiple Nice CXOne channels with different payloads

Connection Timeout

Conversations are automatically closed after 3 to 5 minutes of inactivity. Due to Nice CXOne limitations (access-token validity), conversations are limited to 60 minutes. After this period, the end-user must restart a new conversation.