2025.17 - Cognigy Documentation

Documentation Index

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As of September 24, 2025, gemini-1.5-flash and gemini-1.5-pro are deprecated. Google recommends migratinggemini-1.5-flash to gemini-2.0-flash and gemini-1.5-pro to gemini-2.0-flash. We strongly recommend carrying out this migration since the support for gemini-1.5-flash and gemini-1.5-pro will be removed from future Cognigy.AI versions.

Refer to the list of all upcoming removals on the Deprecations and Removals page.

2025.17.2

Cognigy.AI

Released September 17, 2025

Improvements

Added the End Handover on Participant Change setting to the Handover to Agent Node for the Salesforce MIAW provider. Enabling this setting ends the handover when an agent is removed, relying on the participant change event because Salesforce can’t always guarantee receipt of the conversation close event

Bug Fixes

Fixed the issue where configuring OAuth credentials in a Genesys Endpoint failed with the error Validation failed. Field oAuth2Connection was not allowed
Fixed the issue where user IDs with big integer values weren’t processed correctly during handover

2025.17.0

Cognigy.AI

Released August 19, 2025

Improvements

Added a legacy tag to ElevenLabs legacy voice names. ElevenLabs legacy voices aren’t available when using the ElevenLabs EU endpoint
Optimized how Contact Profile data is fetched for the RingCentral Engage handover provider while sending user messages and ensured the data is present when the handover starts
Added support for OpenAI-compatible embedding models
Added the Enable User Connects Message and the Enable User Disconnects Message options to the Salesforce MIAW in the Handover to Agent Node. These options allow a message to be sent to the human agent in Salesforce MIAW when the user reconnects to or disconnects from the conversation
Added logic to prevent the end of Salesforce MIAW handovers when the human agent is removed from the conversation. With this logic, you no longer need to set the DISABLE_ABORT_HANDOVER_ON_SALESFORCE_MIAW_PARTICIPANT_CHANGE feature flag
Added OAuth 2.0 support for the Azure OpenAI LLM provider
Added the Include Rich Media Context option to the AI Agent, LLM Prompt, and Get Transcript Nodes. With this option, you can provide either structured content or textual description to AI Agents as more context for rich media like Text with Buttons and Quick Replies

Bug Fixes

Fixed the issue where editing values of type Number in the Contact Profiles sent strings in the payload, leading to failed requests
Fixed the issue where the Check Agent Availability Node settings from restored Snapshots or imported Packages didn’t include previously configured handover providers
Fixed the issue with handover providers from restored Snapshots or imported Packages. Previously, handover providers contained the user ID of the user who originally created the Snapshot or Package. Now, handover providers correctly use the user ID of the user who restored the Snapshot or imported the Package
Fixed the issue where the search functionality of the Search Extract Output Node threw content filter errors for user inputs that didn’t violate the content policy
Fixed the issue where restoring Snapshots displayed an empty handover provider for Locales other than the default
Fixed the issue where YouTube videos didn’t load in Demo Webchat
Fixed the issue where debug messages displayed only strings and JSON-formatted code
Fixed the issue where the Get Token Node execution failed when used with the Microsoft Bot Framework with a multitenant bot

Cognigy Voice Gateway

Released August 19, 2025

Features

ElevenLabs and Deepgram EU Endpoint Support

Introduced support for the endpoint for ElevenLabs and Deepgram services located in the EU. These endpoints host the data processed by ElevenLabs and Deepgram in the EU and can help meet the necessary requirements of your data residency policy. To use the EU endpoint, select this option in the speech services settings in the Voice Gateway Self-Service Portal.

Bug Fixes

Fixed the issue in the Voice Gateway Self-Service Portal where the wrong carrier was assigned to a phone number even though the UI showed the correct carrier
Fixed the issue where Continuous ASR remained active when sending a Gather if multiple Set Session Config Nodes were used

Cognigy Webchat

Released August 19, 2025

Bug Fixes

Fix the issue where user text messages were sanitized even when disableTextInputSanitization was set to true

Cognigy Live Agent

Released August 19, 2025

Bug Fixes

Fixed the issue where unassigned conversations weren’t automatically assigned to available human agents

Cognigy Insights

Released August 19, 2025

Bug Fixes

Fixed the issue where the Transcript Explorer incorrectly displayed messages about Flow switching in debug mode, even when no Flow switch had occurred

Infrastructure

Cognigy Live Agent

Added the capability to use an existing Persistent Volume Claim (PVC) for storage. Now, users who have an on-premises installation and a volume claim in Microsoft Azure or AWS Elastic Kubernetes Service can set the PVC in existingClaim in values.yaml

Cognigy Voice Gateway

Added the capability to set the database host and port in the heplify-server and homer configuration

Version Compatibility Matrix

The version compatibility matrix was updated for the following Cognigy products:

Last modified on April 28, 2026.