Cognigy Voice Gateway - Cognigy Documentation
Documentation Index
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The Cognigy Voice Gateway Endpoint enables you to connect your AI Agent to your contact center or other phone numbers using Cognigy Voice Gateway. This Endpoint allows your customers to speak with your AI Agents instead of using a chat.
Prerequisites
- Configured Flow with Voice Gateway Nodes.
- To route your contact center or phone number to your Voice Gateway Endpoint, contact Cognigy support.
Generic Endpoint Settings
Learn about the generic Endpoint settings available for this Endpoint on the following pages:
- Endpoints Overview
- Data Protection & Analytics
- Transformer Functions
- NLU Connectors
- Session Management
- Real-Time Translation Settings
- Copilot
Specific Endpoint Settings
Click To Call Widget Settings
The Voice Gateway Endpoint includes the Click To Call embedding HTML code and the Click To Call Widget Settings section for configuring Click To Call. Click To Call lets you embed a multimodal widget into your website, customer portal or mobile app so customers can be connected through one click to your voice AI Agent.
| Parameter | Type | Description |
|---|---|---|
| Enable Click To Call Widget | Toggle | Activates the Click To Call widget for the Endpoint. This setting is active by default. |
| AI Agent Name | String | Sets the name displayed on the Click To Call widget. |
| Tagline | String | Sets the subtext displayed under the AI Agent name. |
| AI Agent Avatar Logo URL | String | Sets the URL to the image displayed on the Click To Call widget. If left empty, the widget uses the Cognigy.AI logo. |
| Theme | String | The color theme of the Click To Call widget. You can select the following options: - Clean white — the widget’s background is white and the image background is light gray. - Dark mode — the widget’s background is black and the image background is dark gray. This option is selected by default. - AI Purple — the widget’s background is dark purple and the image background has a lighter purple shade. |
| Display Live Transcription | Toggle | Displays conversation transcript in messages in the Click To Call widget. By default, the toggle is activated. |
| Enable Privacy Notice | Toggle | Displays a privacy notice at the beginning of each chat session to inform users about data handling practices and prompts the users to accept or decline the privacy policy. Accepting the privacy policy is required to start the conversation, ensuring compliance and user trust. If the user declines the privacy policy, the conversation doesn’t start. |
| Privacy Notice Title | String | This parameter is displayed only if you toggle on Enable Privacy Notice. Sets the heading that appears at the top of the privacy notice screen. By default, it is set to Privacy Notice. |
| Privacy Notice Text | String | This parameter is displayed only if you toggle on Enable Privacy Notice. Sets the message that users see in the privacy notice prompt. This parameter supports Markdown syntax. The default text is Please accept our privacy policy to start your chat. You can customize this message to provide more detailed information about your data collection, usage practices, and users’ rights, ensuring clarity and building trust from the outset of the chat interaction. |
| Submit Button | String | This parameter is displayed only if you toggle on Enable Privacy Notice. Sets the text displayed on the button users click to accept the Privacy Notice. By default, the button is labeled Submit. |
| Cancel Button Text | String | This parameter is displayed only if you toggle on Enable Privacy Notice. Sets the text displayed on the button users click to decline the Privacy Notice. By default, the button is labeled Cancel. |
| Privacy Policy Link Title | String | This parameter is displayed only if you toggle on Enable Privacy Notice. Sets the text that will be displayed as the title for the Privacy Policy link. The link title allows you to tailor the label of the link to better match the tone and context of your brand. |
| Privacy Policy Link URL | String | This parameter is displayed only if you toggle on Enable Privacy Notice. Sets the URL that directs users to your privacy policy. |
Customization
| Parameter | Type | Description |
|---|---|---|
| Live Transcription Background | Selector | Sets whether a background is displayed for the live transcription messages. This parameter is only available if you toggle on Display Live Transcription. You can select the following options: - Transparent — the live transcription messages pop and hover above the Click To Call widget without a chat box. This option is selected by default. If you use this option, make sure the website where the Click To Call widget and the transcription messages are visually adequate. - Custom — provides a solid background for the live transcription messages. |
| Transcription Background Color | Color picker | This parameter is only available if you select Custom in the Live Transcription Background selector. Sets the background color for the live transcription messages. By default, the background is white. |
| Demo Widget Page Background | Selector | Sets the parameter to fill the page background when using the Demo Widget page. You can use this field to test your website’s background against the Demo Widget. You can select the following options: - Color — provides the Demo Widget Page Background Color. This option is selected by default. - Image URL — displays an image as the background for the Demo Widget. |
| Demo Widget Page Background Color | Color picker | This parameter is only available if you select Color in the Demo Widget Page Background selector. Sets the background color for the Demo Widget. By default, the background is white. |
| Demo Widget Page Background Image URL | String | This parameter is only available if you select Image URL in the Demo Widget Page Background selector. Sets the URL to the image displayed as the background for the Demo Widget. |
| Center Click To Call Widget | Selector | Sets the parameter to position the Click To Call widget on the page. You can select the following options: - Center — the Click To Call widget is centered on the page. This option is selected by default. - Bottom Right — the Click To Call widget is positioned at the bottom right of the page. |
Generic Settings
These settings will be valid for every session of this Endpoint.
| Parameter | Type | Description |
|---|---|---|
| Prosody Settings | Toggle | If the parameter is enabled, this configuration will be used to specify changes to speed, pitch, and volume for the text-to-speech output. The Set Session Config or Say Nodes with Activity Parameters enabled can override the Prosody Settings option configured within the Endpoint. |
| Output Speed | Number | This parameter is active only when the Prosody Settings toggle is enabled. The change in the speaking rate for the contained text in percentage. Value range: -100 to 200. |
| Output Pitch | Number | This parameter is active only when Prosody Settings toggle is enabled. The baseline pitch for the contained text in percentage. Value range: -100 to 200. |
| Output Volume | Number | This parameter is active only when Prosody Settings toggle is enabled. The volume for the contained text in percentage. Value range: 10 to 200. |
| Show Best Transcripts Only | Toggle | If the parameter is enabled, only the best transcript in the input object is accessible, instead of all variations. |
| Enable Call Event: Call in Progress | Toggle | If the parameter is enabled, the Call in Progress toggle appears in the Call Events section. |
Call Events
Allows activating call events for a Flow. Select a call event from the Voice Gateway Events list. This event will trigger the action.
| Parameter | Type | Description |
|---|---|---|
| Action | Dropdown | Select the action to be performed when the call event is detected: - Inject into current Flow — inject the defined text and data payload into the current flow. - Execute Flow — trigger a selected Flow when the call event is detected. - None — no action will be taken when the call event is detected. - Transfer — transfer a call in case TRANSFER_DIAL_ERROR or TRANSFER_REFER_ERROR call events occur. This action for call events is configured similarly to Call Failover. |
| Text Payload | String | Enter the text that will be sent to your Flow. The parameter is available only for the Inject into current Flow action. |
| Data Payload | JSON | Provide the data that will be sent into your Flow in JSON format. The parameter is available only for the Inject into current Flow action. |
| Execute Flow | Dropdown | Execute the selected Flow. The parameter is available only for the Execute Flow action. Note that you can’t use Go To or Execute Flow Nodes in the executed Flow. When the Flow is fully processed, with all Nodes from Start to End executed, any dependent Flows won’t be triggered. |