AI Agents (Cognigy) Permissions

You must have appropriate permissions to see the navigation for the Roles & Permissions feature. If your organization isn't configured to use the NiCE AI Agents (Cognigy) application, you won't see this permission.

CXone defines AI Agents (Cognigy) access based on the permissions assigned in CXone:

  • Edit (CXone) → Maps to the Admin role in AI Agents (Cognigy). Users receive full access to all Cognigy AI features and can create, edit, and delete all content.

  • View (CXone) → Maps to the Base role in AI Agents (Cognigy). Users receive read‑only access and can view projects, agents, flows, and configurations without making changes.

    If a user is initially assigned the base role in CXone, their permissions can be extended later as needed. AI Agents (Cognigy) supports multiple roles between the base role and full admin access.

    If you do not want to grant full admin permissions, you can assign the user the base role in CXone and then grant additional, more granular permissions in AI Agents (Cognigy) based on the user’s responsibilities.

Cognigy AI Settings

The following permissions control access and capabilities on the AI Agents (Cognigy) page:

  • View: Allows users to access AI Agents (Cognigy) and open the application to view projects, agents, flows, and configuration details. Users have read-only access and cannot create, edit, or delete any content.

  • Edit: Allows users to access AI Agents (Cognigy) and fully manage content within the application. Users can create, edit, and delete projects, agents, flows, intents, and configurations, as well as test and update AI Agents (Cognigy) resources.

Enable AI Agents (Cognigy) Access for a Role in CXone

  1. Click the app selector icon of app selector and select Admin.
  2. Click Security > Roles & Permissions.
  3. In the roles list, click the role for which you want to restrict data.
  4. Click the Permissions tab.

  5. In the left navigation pane, search for AI Agents (Cognigy).

  6. Under AI Agents (Cognigy), select the permissions you want to assign:

    • View

    • Edit

    • Or both

  7. Select Save to apply the changes. This enables access to AI Agents (Cognigy) application for that particular role.

    Once access to the AI Agents (Cognigy) application is enabled, the AI Agents (Cognigy) option appears under the Automation category in the app selector for that user.