CXone Studio Integration
Studio is a scripting tool that you can use to customize CXone to meet the needs of your organization. It provides a wide variety of options for bots and can be used for many purposes, including:
- Complex, multi-step integration flows.
- Triggering existing scripts with digital conversations.
Basic Studio scripts run asynchronously. You can select them from a list of available scripts in your tenant. API scripts run synchronously via URL and can return a payload.
Configure Studio Integrations
-
In CXone, click the app selector
and select Bot Builder.
- Click the bot you want to work with.
- Click Integrations
in the left icon menu.
- On the APIs tab, in the Native section, click CXone Studio.
- Under Authentication, enter your Client ID and Secret. If you don't have these credentials, you can retrieve them by following the steps on the developer portal.
- Under Actions, there are a few actions built-in. You can choose to use and customize one of those, or click New Action.
- Type a name for the action and press Enter.
- Click the action to configure it.
- Write your configuration in the Request JSON window. Slot values can be used as variables in the format {{slot_name}}. You can use the mockSlots parameter for testing purposes.
- Click Test Request at any time to populate the Response window.
- You can use the Error Message field to determine what to show a customer in response to a failed API request.
- You can select the Debug Mode checkbox to add a suffix response to the error message.
- Ensure the action toggle at the top of the action configuration page is turned on. If the toggle is off, the action will not be available to use.
- If you want to add the integration to a bot skill, hover over the integration in the left column, then click Options
> Add to Skill. If the skill already exists, select it from the list. You can select more than one. If you need to create a new skill for the data, type a name for your skill in the field, then click Create Skill "...".
- Click Train and Stage to train your bot on the new integration. You can also do more training and testing later.
- Add your action to a story, rule, or fallback. The APIs section of the bot action options will show all the API integration actions you have configured and turned on.