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8x8 Support

Configuring the Agent Handover from Cognigy to 8x8


This guide will cover how to configure your Agent Handover nodes in your Cognigy flows to pass an interaction to a live agent on 8x8 Contact Center.

Applies To

  • 8x8 Contact Center
  • Intelligent Customer Assistant (ICA)
  • Cognigy


  1. Open your 8x8 Configuration Manager.
  2. Go to the Integration tab and click on Webhooks, then add a new webhook.
  3. Enter the Webhook name and enter the URL of the instance of Cognigy you are pointing to:
  4. In the Chat API Version field, select Chat Gateway v1.0.
  5. Click Test Connection to ensure it has been entered correctly and is working.
  6. Click Save.
  7. Go to the Channels tab.
  8. Click on Chat API and create a new channel.
  9. Enter the channel name and a description of the channel.
  10. Select the webhook you just created.
  11. Choose the queue you wish to handover chat sessions to. This is a default queue that will be handed over to if the handover to a different queue doesn’t work. You can create a handover event to any standard chat queue.
  12. Click Save.
  13. Make a note of the Channel ID of the Chat API channel you just created.
  14. Go to the Cognigy platform.
  15. Click on the agent you need to handover to 8x8.
  16. Expand the Build tab and click on Flows.
  17. Edit the flow you require to handover to a Contact Center queue.
  18. Within your flow, find where you need the handover to occur and add a Handover to Agent node by clicking on the + button. From the menu that appears, you can type handover in the search bar to find the node.
  19. Click on the Handover to Agent node to edit its settings.
  20. Scroll down to the 8x8 Settings and enter in the Channel ID and Queue ID that you wish to hand the chat over to.
  21. Click Save Node.
Important-Icon.png Note: that the JSON parameters for passing attached data to 8x8 currently do not work and need to be done by a conversation gateway API call.
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