---
title: "Configuring the Agent Handover from Cognigy to 8x8"
slug: "configuring-the-agent-handover-from-cognigy-to-8x8"
updated: 2026-05-17T17:38:28Z
published: 2026-05-21T21:28:57Z
canonical: "help.8x8.com/configuring-the-agent-handover-from-cognigy-to-8x8"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring the Agent Handover from Cognigy to 8x8

## Objective

This guide will cover how to configure your Agent Handover nodes in your Cognigy flows to pass an interaction to a live agent on 8x8 Contact Center.

## Applies To

- 8x8 Contact Center
- Intelligent Customer Assistant (ICA)
- Cognigy

## Procedure

1. Open your 8x8 Configuration Manager.
2. Go to the **Integration** tab and click on **Webhooks**, then add a new webhook.
3. Enter the Webhook name and enter the URL of the instance of Cognigy you are pointing to:
  - Trial - [https://endpoint-trial.cognigy.ai/handover/eightByEight](https://endpoint-trial.cognigy.ai/handover/eightByEight)
  - UK - [https://endpoint-app-uk.cognigy.ai/handover/eightByEight](https://endpoint-app-uk.cognigy.ai/handover/eightByEight)
  - US - [https://endpoint-app-us.cognigy.ai/handover/eightByEight](https://endpoint-app-us.cognigy.ai/handover/eightByEight)
  - APAC - [https://endpoint-au-02.cognigy.ai/handover/eightByEight](https://endpoint-au-02.cognigy.ai/handover/eightByEight)
  - EU - [https://endpoint-app.cognigy.ai/handover/eightByEight](https://endpoint-app.cognigy.ai/handover/eightByEight)
4. In the **Chat API Version** field, select **Chat Gateway v1.0**.
5. Click **Test Connection** to ensure it has been entered correctly and is working.
6. Click **Save**.![WebhookCreate.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11958?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A56Z&se=2026-11-03T23%3A40%3A56Z&sr=c&sp=r&sig=%2Fz4MmvqfiwcIpVbhHVfGmKd0gJvPan%2B9Wpcr9STZh6o%3D)
7. Go to the **Channels** tab.
8. Click on **Chat API** and create a new channel.
9. Enter the channel name and a description of the channel.
10. Select the webhook you just created.
11. Choose the queue you wish to handover chat sessions to. This is a default queue that will be handed over to if the handover to a different queue doesn’t work. You can create a handover event to any standard chat queue.
12. Click **Save**.![ChatAPIChannel.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11955?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A56Z&se=2026-11-03T23%3A40%3A56Z&sr=c&sp=r&sig=%2Fz4MmvqfiwcIpVbhHVfGmKd0gJvPan%2B9Wpcr9STZh6o%3D)
13. Make a note of the Channel ID of the Chat API channel you just created.
14. Go to the Cognigy platform.
15. Click on the agent you need to handover to 8x8.![CognigyAgent1.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11956?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A56Z&se=2026-11-03T23%3A40%3A56Z&sr=c&sp=r&sig=%2Fz4MmvqfiwcIpVbhHVfGmKd0gJvPan%2B9Wpcr9STZh6o%3D)
16. Expand the **Build** tab and click on **Flows**.![CognigyBuild.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11959?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A56Z&se=2026-11-03T23%3A40%3A56Z&sr=c&sp=r&sig=%2Fz4MmvqfiwcIpVbhHVfGmKd0gJvPan%2B9Wpcr9STZh6o%3D)
17. Edit the flow you require to handover to a Contact Center queue.
18. Within your flow, find where you need the handover to occur and add a **Handover to Agent** node by clicking on the **+** button. From the menu that appears, you can type handover in the search bar to find the node.![HandoverNode.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11954?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A56Z&se=2026-11-03T23%3A40%3A56Z&sr=c&sp=r&sig=%2Fz4MmvqfiwcIpVbhHVfGmKd0gJvPan%2B9Wpcr9STZh6o%3D)
19. Click on the Handover to Agent node to edit its settings.
20. Scroll down to the **8x8 Settings** and enter in the Channel ID and Queue ID that you wish to hand the chat over to.
21. Click **Save Node**.![EditNode.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11957?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A56Z&se=2026-11-03T23%3A40%3A56Z&sr=c&sp=r&sig=%2Fz4MmvqfiwcIpVbhHVfGmKd0gJvPan%2B9Wpcr9STZh6o%3D)