4.72 - Cognigy Documentation

Documentation Index

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With Release 4.71.0, we have introduced an incorrect default behavior for how meta-data for Cognigy.AI Handovers are cached. This leads to flaky behavior in Handover sessions for Cognigy.AI in all versions of our 4.71 and 4.72 lineup. Immediately update to the newest patch versions or set the configuration below:

cognigyEnv:
LRU_CACHE_ENABLED: "false"

As of April 2, 2024, several Microsoft Azure OpenAI API versions are deprecated. For more information, read Retiring soon. Ensure that you do not use these versions. If you are using them, switch to the latest API versions before the retirement date.

With the 4.71 release, DNS names for Agent Copilot will change. If you have an on-premises installation, refer to the migration guide.

4.72.4

Cognigy.AI

This version solves an issue with an incorrect caching behavior of Cognigy.AI Handovers by deactivating the cache by default. If you are upgrading to this version, the following configuration, which was necessary in the older version of 4.72 is NOT necessary:

cognigyEnv:
    LRU_CACHE_ENABLED: "false"

Released April 5, 2024

Bug Fixes

Deactivated the default meta-data caching option for Cognigy.AI Handovers (LRU_CACHE_ENABLED: false)

4.72.3

Cognigy.AI

cognigyEnv:
LRU_CACHE_ENABLED: "false"

Released April 2, 2024

Bug Fixes

Fixed the issue where the TRANSFER_DIAL_SUCCESS event was mistakenly sent at the beginning of a new outbound call initiated via REST API call.
Fixed the issue where the Set Activity Parameters of Voice Gateway were not applied correctly.

Voice Gateway

Released April 23, 2024

Bug Fixes

Changed the image of freeswitch-mrf to 4.69.1:
- Fixed the issue where simultaneous start transcribe requests in AWS Polly could cause problems.
- Fixed the issue where the order of events for the bsearch algorithm was incorrect, potentially causing missing events.

4.72.2

Cognigy.AI

cognigyEnv:
LRU_CACHE_ENABLED: "false"

Released March 27, 2024

Bug Fixes

Fixed the issue where call events for outbound calls were missing when they were performed without a parent call.

Cognigy Live Agent

Released April 8, 2024

Bug Fixes

Fixed the issue where the Supervisor Overview Report always showed 0 conversations in the Created or Queued statuses.

Voice Gateway

Released March 26, 2024

Features

The ElevenLabs Streaming TTS feature is not available. We have switched your settings to traditional TTS.

Infrastructure

Voice Gateway

Updated the template for feature-server``StatefulSet and Deployment, specifically for the container freeswitch:
- Remove - --log-level from args to support the R70 image of freeSWITCH-mrf.
- Set .Values.webapp.enableTtsElevenlabsStreaming: false

4.72.1

Cognigy.AI

cognigyEnv:
LRU_CACHE_ENABLED: "false"

Released March 26, 2024

Bug Fixes

Fixed the issue where messages were randomly missing during a handover to the RingCentral Engage provider.
Fixed the issue where Agent Copilot tiles were showing the Copy button in Live Agent.

Cognigy Live Agent

Released April 4, 2024

Bug Fixes

Fixed the issue where the activity message shows the wrong assignee based on availability.

Infrastructure

Released March 25, 2024

Voice Gateway

Added the internal infrastructure changes to improve Voice Gateway reliability.

4.72.0

Cognigy.AI

cognigyEnv:
LRU_CACHE_ENABLED: "false"

Released March 20, 2024

Features

Added Webchat v3 as a preview feature. This is a new improved version of Webchat with updated design and various settings for widget customization. We encourage you to try it out and provide us with feedback.

Improvements

Implemented the LLM Entity Extract Node and added the LLM Entity Extraction Options to the Question Node.
Added the capability to activate the Copy button within the Copilot: Next Action Tile and Copilot: Knowledge Tile for all handover providers except Live Agent. For Salesforce, ensure you update your Salesforce integrations using this guide.
Extended the functionality of the Copilot: Next Action Tile Node to include the Knowledge Assist options.
Introduced the parent-child concept for Knowledge Source creation tasks.
Upgraded the vg-core package to version 0.1.64 with new Deepgram voices.
Updated Demo Webchat to version 2.54.0.
Improved by preventing the deletion of a Snapshot when it is associated with an Endpoint.
Improved by modifying field labels and descriptions for the Request Rating Node.
Enabled the Agent Copilot Embedding URL for the Genesys Open Message handover provider.
Modified the service-handover logs related to Salesforce handover to explicitly state the failure reason when the handover fails.
Added the capability to select a handover provider for the Voice Gateway Endpoint. After handover initiation, a gather verb is sent to collect transcripts and forward them to the human agent.
Updated Deepgram text-to-speech voices.

Bug Fixes

Fixed the issue where Russian Date Slots were not recognized.
Fixed the issue where the Code Editor Context Menu was getting hidden in specific cases.
Fixed the issue where a Live Follow session would not stop following when the browser was reloaded or reopened after being closed.
Fixed the issue where the Empty Text With Data in the Intent Default Reply doubles data in response.
Fixed the issue where the Create new User button was displayed to unauthorized users.
Fixed the issue where the billable conversations chart showed incorrect dates for January 30–31 when the current month is February.
Fixed the issue where Flow rendering would crash due to certain invalid configurations.
Fixed the issue where multiple date slots separated by commas were not being recognized.
Fixed the issue where importing CSV files with uppercase file extensions as Lexicon did not work.
Fixed the issue where Knowledge AI source creation and ingestion tasks couldn’t be canceled through the UI.
Fixed the issue where the last edited column displayed only the ID instead of the username for basic users.
Fixed the issue where base-role users could encounter a forbidden error when attempting to read the Endpoint or the Search Extract Output Node due to missing read permissions.
Fixed the issue with the API documentation for creating a Lexicon entry being incorrect.
Fixed the issue where some organization details, such as the organization name, were temporarily stored in Redis after the organization was deleted.
Fixed the issue where query parameters were missing from the indexSnippets API request.
Fixed the issue where the extension sidebar overlapped with the Interaction Panel.
Fixed the issue where the Speech-to-Text (STT) and Text-to-Speech (TTS) select fields in the Node editor were not disabled when no localization was added.
Fixed the issue where the list of languages in DeepL was outdated.
Fixed the issue where the Deepgram speech-to-text with the nova-2-phonecall model was incorrectly saved in the Set Session Config Node.
Fixed the issue where the Salesforce handover provider was failing after a few seconds.

Cognigy Live Agent

Released March 20, 2024

Improvements

Added the UI element to change the size of the conversation chat interface.
Added new activity messages to clarify the reasons for conversation assignment, such as changes in agent availability or queued conversations.

Bug Fixes

Fixed the issue where sidebar information would overlap content on smaller screens, primarily occurring on various Settings screens.

Cognigy Voice Gateway

Released March 20, 2024

Improvements

Updated Deepgram text-to-speech voices.

Bug Fixes

Fixed the issue preventing the deletion of an application.

Infrastructure

Cognigy.AI + Insights

Added the FEATURE_ENABLE_HANDOVER_SETTINGS_FOR_VG2 environment variable to control visibility of Handover settings in the VG endpoint. It is enabled by default.

Voice Gateway

Added an environment variable DISABLE_RATE_LIMIT to the api-server deployment. It can be enabled via .Values.api.disableRateLimit: true.
Added a new environment variable, JAMBONZ_TMP_CACHE_FOLDER, to freeswitch-modules to specify the directory for storing cached streaming files.
Changed the default folder path for ElevenLabs streaming text-to-speech files to tts-cache-files, which is displayed in the Tracing.

Version Compatibility Matrix

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

Last modified on July 6, 2026.