The Digital Engagement API is a collection of API calls to provide access to the NICE CXone Digital Engagement platform. This API can be used to configure an integration between the NICE CXone Digital platform and a third party messaging application. Examples would be social media, web forums, direct messaging.
To use any of the NICE CXone APIs in your application, you must have an API authentication token from CXone Authentication service. See Getting Started on how to request a token. The Digital Engagement APIs are only available UserHub tenants.
Throttling limits protect you from other CXone clients' mistakes and also from your own potential mistakes. The goal is to protect infrastructure from unintentional (or intentional) DDOS-like situations.
The following drop-downs explain the different categories of limits. They are subject to change to allow NICE the ability to find the right balance. If you are running into your limits frequently, contact your NICE account representative.
| Action | Limit | Details |
|---|---|---|
| Update contact | 1 million per hour per tenant | Includes contact creation, updating of any contact properties, and adding of new messages to the contact or any updates to those messages. |
| Update Specific Contact | 250 burst capacity up to 1,020 per hour with 17 refill amount per minute | This protects you from inadvertently using up your overall Update contact, Send outbound message, and Store inbound message capacity by having some potential issue with a particular contact. |
| Send outbound message | 6,000 per minute (360,000 per hour) | This will also consume Update contact. |
| Store inbound message | 360,000 per hour per tenant | This will also consume Update contact. |
| Get contact (including get contact messages) | 120,000 per hour per tenant |
Many other operations like Update contact will also need to get the contact first to be able to update it. The reason why this number is lower than Update contact is that often you must get the contact once and then update it multiple times via Workflow Automation rules. |
| Search Contact Data | 5,000 per minute up to 300,000 per hour |
| Action | Limit | Details |
|---|---|---|
| Store a new Visitor | 16,667 per minute (~1 million per hour) | Includes visitor updates. |
| Store a new Visitor Event | 3 million per hour per tenant | |
| Visitor Events per single Visitor | 125 burst capacity up to 480 per hour with 8 refill amount per minute | This protects you from inadvertently using up your overall Store a new Visitor Event capacity by having a potential issue with a particular Visitor. |
| Action | Limit | Details |
|---|---|---|
| Chat Websocket Connections | 20,000 per 5 minutes | |
| Individual Visitor Websocket Connections | 100 per 5 minutes | This protects you from inadvertently using up your overall Chat Websocket Connections capacity by having a potential issue with a particular Visitor. |
| Websocket events in DX chat | 50 per 10 seconds (for example ~50 messages sent from chat to agent in 10 seconds) | This protects customers for inadvertently using up your Update contact, Send outbound message, and Store inbound message capacity by having a potential issue with a particular chat session. |
| Action | Limit | Details |
|---|---|---|
| Subscribe Agent to Contact | 20 000 per minute | This is equivalent of 20,000 agents each being subscribed to 5 contacts, since subscription is valid for 5 minute. |
| Event Hub Websocket Connections | 2,000 per 5 minutes | |
| Distinct Agent Websocket Connections | 20 per 5 minutes |