2025.25 - Cognigy Documentation

Documentation Index

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With this release, transformers start using the axios library for handling HTTP requests internally instead of request-promise. For more details, read Transformers Overview.

The following models have been removed from Cognigy.AI because OpenAI and Microsoft Azure OpenAI no longer support them: gpt-3.5-turbo, gpt-3.5-turbo-instruct, and gpt-4. If you use these models in your Flows, replace them with available models from the Model Support by Feature list to ensure your AI Agents remain stable.

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2025.25.1

Cognigy Live Agent

Released December 16, 2025

Bug Fixes

Fixed the issue with the Cognigy.AI OData endpoint where account-level filtering was not correctly applied to the ReportingEvent collection.

Cognigy Voice Gateway

Released December 10, 2025

Bug Fixes

Fixed the issue where Microsoft Azure’s speech services functions didn’t work properly for on-premises installations by rolling back the FreeSWITCH image to cognigy.azurecr.io/vg-freeswitch-mrf:0.9.3.

2025.25.0

Cognigy.AI

Released December 9, 2025

Features

Data Redaction

Introduced data redaction to automatically redact any information, including Personally Identifiable Information (PII), from conversation logs and analytics. This feature prevents exposure or misuse of predefined data while maintaining log readability and analytics accuracy.

New Tools for AI Agents

Introduced the Send Email and Handover to AI Agent tools, enabling AI Agents to send emails directly and transfer conversations to other AI Agents within workflows.

New NiCE CXone AAH Endpoint

Provided full access to the NiCE CXone AAH Endpoint for all users, enabling human agents to integrate Agent Copilot into their NiCE contact center platform.

Improvements

Enabled Simulator availability across all SaaS installations.
Removed the beta flag for the LLM Fallback feature.
Added the Tenant ID field and moved the Billing Time Zone to the Change Organization Information section in the Management UI.
Removed the gpt-3.5-turbo, gpt-3.5-turbo-instruct, and gpt-4 models.
Replaced the request-promise library with Axios for HTTP requests sent from the transformers.
Added support for custom hostnames when deploying the platform behind a CDN or firewall.
Updated logic for generating session IDs for Endpoints. Now, each Endpoint and third‑party account combination, for example, a WhatsApp Endpoint and a WhatsApp account, gets a unique session ID with no duplicates across Endpoints and Projects.

Bug Fixes

Fixed the issue where deprecated models were displayed without the Deprecated icon.
Fixed the issue where organization deletion didn’t remove the NFS directories.
Fixed the issue where additional attributes in Genesys Open Messaging handovers were corrupted due to invalid data types.
Fixed the issue where the Storm handover provider wasn’t working due to request verification issues.
Fixed the issue where the LLM Prompt tool Nodes couldn’t be added.
Fixed the issue where custom models and request options for Google Gemini weren’t forwarded to the provider.
Fixed the issue where Azure OpenAI LLMs using API key connections with custom URLs failed.
Fixed the issue where the custom attributes in Genesys prevented handovers from being created when they contained nested JSON attributes.

Cognigy Voice Gateway

Released December 9, 2025

Improvements

Improved connection handling when multiple WebSocket connection attempts are made, reducing dropped and failed connections.
Improved handling of DTMF signals and Barge-in scenarios, making voice interactions more responsive and accurate.

Bug Fixes

Fixed the issue with Silence Overlay and Atmosphere sounds, improving call reliability and user experience.
Fixed the HTTP session failures, such as those occurring when starting a SIPREC session, ensuring reliable call recording and signaling.

Cognigy Webchat

Released December 9, 2025

Improvements

Updated Demo Webchat to 3.34.0.

Cognigy Live Agent

Released December 9, 2025

Features

Escalation to Supervisors

Introduced the escalation to supervisors feature. This feature allows human agents to escalate conversations from the Live Agent interface to a designated supervisor. Supervisors can then take over the conversation, ensuring faster resolution of complex issues and better support management.

Live Agent OData Endpoint v2.0

Introduced Live Agent OData Endpoint version 2.0, featuring enhanced functionality and a new teams collection for managing team data.

Bug Fixes

Fixed the issue where memories in Contact Profiles weren’t in a human-readable format.
Fixed the issue causing evaluation errors in Excel OData Power Query Editor.

Cognigy Insights

Released December 9, 2025

Improvements

Added Markdown rendering support to the Transcript Explorer.
Updated the session’s Locale information when switching Locales in the Flow.

Bug Fixes

Fixed the issue where a red error message appeared in the Transcript Explorer when quick reply texts were empty.
Fixed the issue where multiselect filters in the Transcript Explorer didn’t work as expected.

Infrastructure

Version Compatibility Matrix

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

Last modified on March 16, 2026.