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Hand off a live webchat or SMS conversation from your PolyAI agent to a NICE CXone agent through a Digital messaging channel. PolyAI continues to proxy messages between the end user and the CXone agent.
This integration is available from Configure > Integrations > NICE CXone Messaging in Agent Studio.

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Prerequisites

  • A NICE CXone tenant with administrator access to Digital > Points of Contact Digital.
  • A messaging channel created (or available) in CXone.
  • A PolyAI project with at least one Knowledge topic that should escalate to a human.

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1. Create the CXone Digital channel

PolyAI integrates with NICE CXone through a Digital First Omnichannel (DFO) messaging channel. You will need to create or identify a messaging channel in CXone and collect the IDs PolyAI needs to connect. Your PolyAI contact will confirm the exact fields required. Configure routing on the CXone side (queues, skills, agent assignments) the way you’d handle any other Digital channel.

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2. Connect from Studio

In Agent Studio, open Configure > Integrations and click Connect on the NICE CXone Messaging tile. Paste the values from the CXone channel configuration.

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3. Write the handoff function

def transfer_to_nice(conv: Conversation):
    return {
        "utterance": "No problem, I'll transfer you to one of our agents now.",
        "handoff": {
            "text_chat": {
                "nice_integration": {}
            }
        }
    }

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4. Assign the function to a topic

Open the Knowledge topic that should escalate, add an Action, and select transfer_to_nice. When that topic fires, PolyAI delivers the utterance, opens a CXone Digital conversation, and proxies subsequent turns between the two sides. The same function can be called from any flow step or directly via conv.call_handoff() for dynamic routing.

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5. Verify

  1. Start a session in your webchat widget and steer the conversation into the topic you wired the handoff to.
  2. Confirm a new chat appears in the CXone agent inbox for the queue or skill you configured.
  3. Reply from CXone and confirm the message is delivered back to the user inside the same widget.
  4. End the session from CXone and confirm the widget shows the conversation as closed.
If the conversation never reaches CXone, double-check Configure > Integrations > NICE CXone Messaging for connection errors, and verify the Brand ID, Channel ID, and Environment match the channel you opened in step 1.

NICE CXone (Voice)

Voice routing into CXone over SIP.

Chat handoff overview

All chat handoff integrations and the shared payload shape.

Managed Topic actions

Wire a function into a Knowledge topic.
Last modified on June 16, 2026