NiCE CXone Mpower
Enterprise CCaaS. NiCE-Cognigy merger September 2025.
Enterprise CCaaS competitor to Genesys, including the Cognigy voice-and-chat capabilities (Cognigy was acquired by NiCE in September 2025). Trustvice Receipts receives the CXone Agent Assist Hub Text WebHook (WebHooksMessagesRequest with AgentAssistUtterance_V1): each agent, patron, and system utterance becomes a channel message, with participant role determining direction.
Beta
Status
Webhook
Pattern
Managed SaaS — nothing to install
Runtime
Not yet published
SDK version
Readiness
What “Beta” means for NiCE CXone Mpower
The integration path is built and tested. Real customers can attach now, but expect minor breaking changes until the 1.0 contract freeze.
How it attaches
Webhook.
NiCE CXone Mpower fires outbound webhooks on agent events; Trustvice receives them at a workspace-scoped ingest URL and verifies the HMAC signature.
Configure an outbound webhook in the SaaS platform's settings, pointing at the workspace's Trustvice ingest URL with the provided HMAC secret.
- 1
Configure the webhook destination
In NiCE CXone Mpower's settings, add an outbound webhook pointing at your workspace ingest URL: https://api.trustvice.com/ingest/webhook/nice-cxone?ws={workspace_id}. We have not yet verified where NiCE CXone Mpower exposes this setting — check its own webhook docs.
- 2
Set the shared secret
Trustvice issues a per-workspace HMAC secret in the dashboard. Paste it into the platform's webhook configuration so deliveries are signed and verifiable.
- 3
Select event types
Subscribe to the lifecycle events that map to agent activity — typically task.completed, conversation.resolved, call.ended, or the platform's equivalent.
- 4
Test the delivery
Use the platform's “Send test webhook” button. The dashboard's Integrations page shows the latest delivery, the signature-verification result, and any normalisation errors.
POST /api/ingest/webhook/nice-cxone?ws=ws_abc123
Host: api.trustvice.com
Content-Type: application/json
X-Trustvice-Signature: sha256=<hmac>
{
"type": "task.completed",
"agentExternalRef": "nice-cxone-agent-1",
"occurredAt": "2026-05-17T12:00:00Z",
"payload": { /* platform-native event body */ }
}Coverage
1 event type captured.
channel.messageMessages sent and received over the agent's channels (Telegram, Slack, Discord, …).
The full pattern guide
Webhook — end to end.
Every framework on this pattern shares the same platform-side spine, endpoints, and gotchas. The pattern guide covers them in full.
Read the Webhook guideNeed help landing NiCE CXone Mpower?
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