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Merge pull request #716 from Koredotcom/main
ashishguptaiitb Jun 12, 2026
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Trying snippet in Nice inContact channel config doc
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Merge branch 'main' into content-gov
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135 changes: 38 additions & 97 deletions ai-for-service/channels/add-nice-incontact-channel.mdx
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Expand Up @@ -4,30 +4,28 @@ sidebarTitle: Adding Nice inContact as a Channel
---
<Badge icon="arrow-left" color="gray">[Back to Available Channels](/ai-for-service/channels/adding-channels-to-your-bot#available-channels)</Badge>

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.

![Instructions tab](/ai-for-service/channels/images/nice-in-contact-img1.png)

## Prerequisites

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

Expand All @@ -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.
![Nice InContact Configuration saved](/ai-for-service/channels/images/nice-in-contact-img4.png)

## 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.
![Download page](/ai-for-service/channels/images/nice-in-contact-img5.png)

3. In the **Studio** section, download **Studio Installer** to download the Nice inContact **StudioSetup.exe** file.
![Download Studio installer](/ai-for-service/channels/images/nice-in-contact-img6.png)

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**.
![File - Import from File](/ai-for-service/channels/images/nice-in-contact-img7.png)

2. Select the Studio Script downloaded from the Platform and then click **Open**. For example, **Chat_Script.XML**.
![Open Studio Script file](/ai-for-service/channels/images/nice-in-contact-img8.png)

3. In the displayed script, double-click either of the **Text Box Exchange**; For example, in the Chat_Script, double-click Textbot Exchange.
![Double click Text Box exchange](/ai-for-service/channels/images/nice-in-contact-img9.png)
## Configure Nice inContact for DFO

4. The AI Agent page is displayed. Click **Add Bot**.
![Add bot](/ai-for-service/channels/images/nice-in-contact-img10.png)
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**.
![Custom Exchange endpoint](/ai-for-service/channels/images/nice-in-contact-img11.png)
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**.
<ChannelCommonSteps1 />

1. Select the **Integration Version** as **3.0.0** from the dropdown list.
![Integration version - 3.0.0](/ai-for-service/channels/images/nice-in-contact-img12.png)

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.
![Custom headers](/ai-for-service/channels/images/nice-in-contact-img13.png)

7. On the Voice page, in the voice integration options, select **Text Only (No Voice Support)** and click **Next**.
![Integration options - Text Only](/ai-for-service/channels/images/nice-in-contact-img14.png)

8. On the **Test + Add** page, click **Add**.
![Test + Add](/ai-for-service/channels/images/nice-in-contact-img15.png)

9. The bot saved success message is displayed.
![Bot is successfully saved](/ai-for-service/channels/images/nice-in-contact-img16.png)

10. Click **Close**. The Nice inContact script is displayed.
11. Double-click the other **Text Bot Exchange Configuration**. The AI Agent page is displayed.
![AI Agent page](/ai-for-service/channels/images/nice-in-contact-img17.png)

12. Click the right tick mark next to the created bot. The “Select this bot for this Studio action?” pop-up is displayed.
![Select bot for studio action](/ai-for-service/channels/images/nice-in-contact-img18.png)

13. Click **Yes** and then click **Close**.
14. In the Nice inContact Studio, go to file and **Save** the script.
![Save the script](/ai-for-service/channels/images/nice-in-contact-img19.png)

### 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.

Expand All @@ -139,42 +71,51 @@ To Interact with the AI Agent in Nice Channel, create a chat POC.
6. The created channel is displayed.
![Channel displayed](/ai-for-service/channels/images/nice-in-contact-img24.png)

### 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.
![Queues](/ai-for-service/channels/images/nice-in-contact-img25.png)

3. Click **Add Queue**, type in the queue name for the Routing Queue, and then click **Save**.

<Note> Depending on the account type and the number of queues created, the system might hide the “create queue” option.</Note>
<Note>Depending on the account type and the number of queues created, the system can hide the **create queue** option.</Note>

4. Click **Filters** and then click **Add routing queue filter**.
![Filters - Add Routing queue filter](/ai-for-service/channels/images/nice-in-contact-img26.png)

5. Type in the **Filter Name** and click **Save**.
1. Type in the **Filter Name** and click **Save**.
![Filter name](/ai-for-service/channels/images/nice-in-contact-img27.png)

6. The Condition Type page is displayed.
1. The Condition Type page is displayed.
![Condition type](/ai-for-service/channels/images/nice-in-contact-img28.png)

7. Click **Create condition for selected type**. All Channels page is displayed.
1. Click **Create condition for selected type**. All Channels page is displayed.
![All Channels](/ai-for-service/channels/images/nice-in-contact-img29.png)

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.
![Add the created channel](/ai-for-service/channels/images/nice-in-contact-img30.png)

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**.
![Edit the channel](/ai-for-service/channels/images/nice-in-contact-img31.png)

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.
![Select Studio script](/ai-for-service/channels/images/nice-in-contact-img32.png)

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.
<ChannelCommonSteps1 />

### 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.

Expand Down Expand Up @@ -220,12 +161,12 @@ 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.
![Chat script](/ai-for-service/channels/images/nice-in-contact-img40.png)

2. Under the **Properties** section, in the **TargetAgent** dropdown, select the user/group to route the agent request.
![Select user/group to route request](/ai-for-service/channels/images/nice-in-contact-img41.png)

3. Save the script.
3. Save the script.
60 changes: 60 additions & 0 deletions snippets/configure-nice-incontact-channel-common-steps.mdx
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@@ -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.
![Download page](/ai-for-service/channels/images/nice-in-contact-img5.png)

3. In the **Studio** section, download **Studio Installer** to download the Nice inContact **StudioSetup.exe** file.
![Download Studio installer](/ai-for-service/channels/images/nice-in-contact-img6.png)

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**.
![File - Import from File](/ai-for-service/channels/images/nice-in-contact-img7.png)

2. Select the Studio Script downloaded from the Platform and then click **Open**. For example, **Chat_Script.XML**.
![Open Studio Script file](/ai-for-service/channels/images/nice-in-contact-img8.png)

3. In the displayed script, double-click either of the **Text Box Exchange**; For example, in the Chat_Script, double-click Textbot Exchange.
![Double click Text Box exchange](/ai-for-service/channels/images/nice-in-contact-img9.png)

4. The AI Agent page is displayed. Click **Add Bot**.
![Add bot](/ai-for-service/channels/images/nice-in-contact-img10.png)

5. On the General Information page, type in the bot name, select **Custom Exchange Endpoint**, and click **Next**.
![Custom Exchange endpoint](/ai-for-service/channels/images/nice-in-contact-img11.png)

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.
![Integration version - 3.0.0](/ai-for-service/channels/images/nice-in-contact-img12.png)

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.
![Custom headers](/ai-for-service/channels/images/nice-in-contact-img13.png)

7. On the Voice page, in the voice integration options, select **Text Only (No Voice Support)** and click **Next**.
![Integration options - Text Only](/ai-for-service/channels/images/nice-in-contact-img14.png)

8. On the **Test + Add** page, click **Add**.
![Test + Add](/ai-for-service/channels/images/nice-in-contact-img15.png)

9. The bot saved success message is displayed.
![Bot is successfully saved](/ai-for-service/channels/images/nice-in-contact-img16.png)

10. Click **Close**. The Nice inContact script is displayed.

11. Double-click the other **Text Bot Exchange Configuration**. The AI Agent page is displayed.
![AI Agent page](/ai-for-service/channels/images/nice-in-contact-img17.png)

12. Click the right tick mark next to the created bot. The “Select this bot for this Studio action?” pop-up is displayed.
![Select bot for studio action](/ai-for-service/channels/images/nice-in-contact-img18.png)

13. Click **Yes** and then click **Close**.

14. In the Nice inContact Studio, go to file and **Save** the script.
![Save the script](/ai-for-service/channels/images/nice-in-contact-img19.png)
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