Nice CXOne LiveChat Handover

Prerequisite

Before using the handover step, you must first create and configure a Nice CXOne agent channel in ViaSay. Make sure your agent channel is correctly set up in your Nice CXOne environment beforehand.

Step 1: Create a Nice CXOne Agent Channel

• Go to Integrate > Channels > Agent Channels.
• Click New Agent Channel.
• Enter a name for the channel.
• Select Nice CXOne as the integrator.
• Choose the language.
• Click Create.

Step 2: Fill in Required CXOne Fields

In the new agent channel configuration, provide the following values (from your Nice CXOne account):

• 🔑 Access Key ID
• 🗝️ Key Secret
• 🌐 Point of Contact (PoC) URL
  Example: https://home-c29.incontact.com/incontact/chatclient/chatclient.aspx?poc=123&bu=456

Include full URL with poc and bu parameters. Do not include a trailing slash.

Setup in Flow Builder

• Add the LiveChat Handover Step to your flow.

• Customize system messages:

  • What the bot says when an agent is available
  • What the bot says when no agent is available

• Availability Check:

  • ✅ If an agent is available → the user is transferred. The agent sees the last 10 messages of the chat.
  • ❌ If no agent is available → use Quick Replies to redirect the user to another use case.

• ⏱️ The conversation automatically closes after 3 to 5 minutes of user inactivity.

• 🕐 Sessions expire after 60 minutes due to CXOne’s token limit. After that, the user must start a new chat.

Troubleshooting

If you encounter this error message:

Sorry, a technical problem occurred: could not make the handover availability request.

Check the following:

• 🔑 Access Key ID
• 🗝️ Key Secret
• 🌐 PoC URL (must include both poc and bu parameters)

Also verify:

• Your CXOne credentials are correct
• The CXOne API is reachable and not timing out

Advanced: Send Custom Data to Agents

You can send static key-value pairs during the handover to be used by custom scripts on the CXOne platform.

Example payload:

[ { "customer_id": "98765", "priority": "VIP" } ]

See documentation:

General Studio Scripting

Post Contact Chats

This payload is static per channel and doesn’t support dynamic variables.
To customize data per use case, create multiple CXOne agent channels, each with a different payload.