diff --git a/ai-for-service/channels/add-nice-incontact-channel.mdx b/ai-for-service/channels/add-nice-incontact-channel.mdx
index 2f585546a..ece62c1a7 100644
--- a/ai-for-service/channels/add-nice-incontact-channel.mdx
+++ b/ai-for-service/channels/add-nice-incontact-channel.mdx
@@ -4,18 +4,16 @@ sidebarTitle: Adding Nice inContact as a Channel
---
[Back to Available Channels](/ai-for-service/channels/adding-channels-to-your-bot#available-channels)
-The Platform supports Nice inContact as a channel for integrating an AI Agent with the NiceCXone Chat Automation platform for creating a rich and synchronous messaging experience for the end users.
+The Platform supports Nice inContact as a channel to integrate an AI Agent with the NiceCXone Chat Automation platform for creating a rich and synchronous messaging experience for the users.
## Types of Nice inContact Channel
-The Nice inContact as a Channel supports two chat interaction modes, **DFO** and **Legacy Chat**.
+The Nice inContact channel supports the following two chat interaction modes:
-**DFO** supports plain text messages, digital forms, and rich text elements such as message formatting, links, and templates.
+* **DFO** supports plain text messages, digital forms, and rich text elements such as message formatting, links, and templates.
+* **Legacy Chat** supports only plain text messages. Digital forms and rich text elements like message formatting, templates, and links aren't supported.
-The **Legacy Chat** supports only plain text messages. Digital forms and rich text elements like message formatting, templates, and links aren't supported.
-
-Select the chat interaction mode on the **Channels & Flows** > **Channels** > **Digital** > **All** > **Nice inContact** > **Instructions** tab.
-By default, DFO is selected.
+Select the chat interaction mode on the **Channels & Flows** > **Channels** > **Digital** > **All** > **Nice inContact** > **Instructions** tab. By default, DFO is selected.
@@ -23,11 +21,11 @@ By default, DFO is selected.
The following are prerequisites for adding Nice inContact as a Channel on the Platform:
-* Access to Nice CXone Portal,
-* Access to the Platform,
-* Ensure that the Nice inContact is enabled as a channel on the Platform,
-* Nice inContact Channel Studio Script,
-* Keep the Webhook URL and Client ID values handy.
+* Access to Nice CXone Portal.
+* Access to the Platform.
+* Enable Nice inContact as a channel in the Platform.
+* Nice inContact Channel Studio Script.
+* Webhook URL and Client ID value.
## Enable Nice inContact as a Channel on the Platform
@@ -45,81 +43,15 @@ Perform the following steps to enable Nice inContact as a channel, download the
4. In the Enable channel, select **Yes** and then click **Save**. The configuration saved success message is displayed.
-## Configure Nice inContact
-
-Steps to configure the Nice inContact as a channel - **DFO**:
-
-1. [Step 1 (Common): Install Nice Studio](#step-1-common--install-nice-studio)
-2. [Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint](#step-2-common--import-the-studio-script-and-create-a-custom-exchange-endpoint)
-3. [Step 3 (for DFO): Create the Chat Point of Contact](#step-3-for-dfo--create-the-chat-point-of-contact)
-4. [Step 4 (for DFO): Create the Digital Routing Queue for the Agent Transfer](#step-4-for-dfo--create-the-digital-routing-queue-for-the-agent-transfer)
-
-Steps to configure the Nice inContact as a channel - **Legacy Chat**:
-
-1. [Step 1 (Common): Install Nice Studio](#step-1-common--install-nice-studio)
-2. [Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint](#step-2-common--import-the-studio-script-and-create-a-custom-exchange-endpoint)
-3. [Step 3 (for Legacy Chat): Create the Chat Point of Contact](#step-3-for-legacy-chat--create-the-chat-point-of-contact)
-4. [Step 4 (for Legacy Chat): Enabling the Agent Transfer](#step-4-for-legacy-chat--enabling-the-agent-transfer)
-
-### Step 1 (Common): Install Nice Studio
-
-1. Log into the [Nice CXone](https://na1.nice-incontact.com/login) Portal.
-2. Click the **profile icon** in the top right corner and then click **Support & Downloads**. The download page is displayed.
-
-
-3. In the **Studio** section, download **Studio Installer** to download the Nice inContact **StudioSetup.exe** file.
-
-
-4. Launch the **StudioSetup.exe** and install **Nice inContact Studio**. Log into **Nice inContact Studio** using NiceCXone portal login credentials.
-
-### Step 2 (Common): Import the Studio Script and Create a Custom Exchange EndPoint
-
-1. In the Nice Studio, click **File > Import from File**.
-
-
-2. Select the Studio Script downloaded from the Platform and then click **Open**. For example, **Chat_Script.XML**.
-
-
-3. In the displayed script, double-click either of the **Text Box Exchange**; For example, in the Chat_Script, double-click Textbot Exchange.
-
+## Configure Nice inContact for DFO
-4. The AI Agent page is displayed. Click **Add Bot**.
-
+import ChannelCommonSteps1 from "/snippets/configure-nice-incontact-channel-common-steps.mdx";
-5. On the General Information page, type in the bot name, select **Custom Exchange Endpoint**, and click **Next**.
-
+To configure Nice inContact for Legacy Chat, follow these steps.
-6. On the Bot Configuration page, fill in the details as shown and then click **Next**.
+
- 1. Select the **Integration Version** as **3.0.0** from the dropdown list.
- 
-
- 2. Paste the **Webhook URL**.
- 3. Under the Customer Headers, click **Add Custom Headers**.
- 4. Type “Authorization” in the Name field and “Bearer (client ID)” in the Value field.
- 
-
-7. On the Voice page, in the voice integration options, select **Text Only (No Voice Support)** and click **Next**.
-
-
-8. On the **Test + Add** page, click **Add**.
-
-
-9. The bot saved success message is displayed.
-
-
-10. Click **Close**. The Nice inContact script is displayed.
-11. Double-click the other **Text Bot Exchange Configuration**. The AI Agent page is displayed.
-
-
-12. Click the right tick mark next to the created bot. The “Select this bot for this Studio action?” pop-up is displayed.
-
-
-13. Click **Yes** and then click **Close**.
-14. In the Nice inContact Studio, go to file and **Save** the script.
-
-
-### Step 3 (for DFO): Create the Chat Point of Contact
+### Create the Chat Point of Contact
To Interact with the AI Agent in Nice Channel, create a chat POC.
@@ -139,7 +71,7 @@ To Interact with the AI Agent in Nice Channel, create a chat POC.
6. The created channel is displayed.
-### Step 4 (for DFO): Create the Digital Routing Queue for the Agent Transfer
+### Create the Digital Routing Queue for the Agent Transfer
1. Log into the [Nice CXone](https://na1.nice-incontact.com/login/#/logout?autoLogout=true) Portal.
2. In the left-side vertical menu, under **DFO**, click **Routing Queues**. All the available queues are displayed.
@@ -147,34 +79,43 @@ To Interact with the AI Agent in Nice Channel, create a chat POC.
3. Click **Add Queue**, type in the queue name for the Routing Queue, and then click **Save**.
- Depending on the account type and the number of queues created, the system might hide the “create queue” option.
+ Depending on the account type and the number of queues created, the system can hide the **create queue** option.
+
4. Click **Filters** and then click **Add routing queue filter**.
-5. Type in the **Filter Name** and click **Save**.
+1. Type in the **Filter Name** and click **Save**.
-6. The Condition Type page is displayed.
+1. The Condition Type page is displayed.
-7. Click **Create condition for selected type**. All Channels page is displayed.
+1. Click **Create condition for selected type**. All Channels page is displayed.
-8. Search the **created channel** and click the respective **Add**, For example, Channel. The selected channel is displayed.
+1. Search the **created channel** and click the respective **Add**, For example, Channel. The selected channel is displayed.
-9. In the left-side vertical menu, under **DFO**, click **Point of Contact Digital**.
-10. Search the **created channel** and click the respective **Edit**.
+1. In the left-side vertical menu, under **DFO**, click **Point of Contact Digital**.
+2. Search the **created channel** and click the respective **Edit**.
-11. Select the created **Studio Script** from the **Select Studio Script** dropdown and **Skill** from the **Select Default Skills** dropdown.
+1. Select the created **Studio Script** from the **Select Studio Script** dropdown and **Skill** from the **Select Default Skills** dropdown.
-12. Click **Save**. The channel saved success message is displayed.
+1. Click **Save**. The channel saved success message is displayed.
+
+Go to **DFO > Point of Contact Digital > Chat > My Channels** and click **Initialization & Test** to test an AI Agent.
+
+## Configure Nice inContact for Legacy Chat
+
+import ChannelCommonSteps1 from "/snippets/configure-nice-incontact-channel-common-steps.mdx";
+
+To configure Nice inContact for Legacy Chat, follow these steps.
-You may go to **DFO > Point of Contact Digital > Chat > My Channels** and click **Initialization & Test** to test an AI Agent.
+
-### Step 3 (for Legacy Chat): Create the Chat Point of Contact
+### Create the Chat Point of Contact
To interact with the AI Agent in the Nice InChannel, the developer must create a Chat Skill and Chat Point of Contact. The Point of Contact triggers the Studio Script associated with the AI Agent.
@@ -220,7 +161,7 @@ To interact with the AI Agent in the Nice InChannel, the developer must create a
You can use the generated **Point of Contact** link to test the AI Agent.
-### Step 4 (for Legacy Chat): Enabling the Agent Transfer
+### Enable the Agent Transfer
1. In the Nice Studio > Chat Script, right-click the **Reqagent** action.
@@ -228,4 +169,4 @@ You can use the generated **Point of Contact** link to test the AI Agent.
2. Under the **Properties** section, in the **TargetAgent** dropdown, select the user/group to route the agent request.
-3. Save the script.
\ No newline at end of file
+3. Save the script.
diff --git a/snippets/configure-nice-incontact-channel-common-steps.mdx b/snippets/configure-nice-incontact-channel-common-steps.mdx
new file mode 100644
index 000000000..bf69be3d7
--- /dev/null
+++ b/snippets/configure-nice-incontact-channel-common-steps.mdx
@@ -0,0 +1,60 @@
+### Install Nice Studio
+
+1. Log into the [Nice CXone](https://na1.nice-incontact.com/login) Portal.
+
+2. Click the **profile icon** in the top right corner and then click **Support & Downloads**. The download page is displayed.
+
+
+3. In the **Studio** section, download **Studio Installer** to download the Nice inContact **StudioSetup.exe** file.
+
+
+4. Launch the **StudioSetup.exe** and install **Nice inContact Studio**. Log into **Nice inContact Studio** using NiceCXone portal login credentials.
+
+### Import the Studio Script and Create a Custom Exchange EndPoint
+
+1. In the Nice Studio, click **File > Import from File**.
+
+
+2. Select the Studio Script downloaded from the Platform and then click **Open**. For example, **Chat_Script.XML**.
+
+
+3. In the displayed script, double-click either of the **Text Box Exchange**; For example, in the Chat_Script, double-click Textbot Exchange.
+
+
+4. The AI Agent page is displayed. Click **Add Bot**.
+
+
+5. On the General Information page, type in the bot name, select **Custom Exchange Endpoint**, and click **Next**.
+
+
+6. On the Bot Configuration page, fill in the details as shown and then click **Next**.
+
+ 1. Select the **Integration Version** as **3.0.0** from the dropdown list.
+ 
+
+ 2. Paste the **Webhook URL**.
+ 3. Under the Customer Headers, click **Add Custom Headers**.
+ 4. Type “Authorization” in the Name field and “Bearer (client ID)” in the Value field.
+ 
+
+7. On the Voice page, in the voice integration options, select **Text Only (No Voice Support)** and click **Next**.
+
+
+8. On the **Test + Add** page, click **Add**.
+
+
+9. The bot saved success message is displayed.
+
+
+10. Click **Close**. The Nice inContact script is displayed.
+
+11. Double-click the other **Text Bot Exchange Configuration**. The AI Agent page is displayed.
+
+
+12. Click the right tick mark next to the created bot. The “Select this bot for this Studio action?” pop-up is displayed.
+
+
+13. Click **Yes** and then click **Close**.
+
+14. In the Nice inContact Studio, go to file and **Save** the script.
+