4.97 - Cognigy Documentation

Documentation Index

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As of Cognigy.AI 4.97.0, the Handover Providers section in the Endpoint settings is deprecated. From Cognigy.AI 2026.4 on, the Handover Settings section in the Endpoint settings is in read-only mode. You can’t use this section to configure new handover providers. You can still view configured handover provider settings, but you can’t change them. To configure handover providers, use the Handover Providers interface, which offers greater flexibility for managing your integration with contact centers. For a smooth migration, refer to the migration guide.

The shutdown date for the Google Gemini 1.0 Pro model is April 9, 2025. Google recommends migrating to Gemini 1.5 Pro and Gemini 1.5 Flash before April 9, 2025. We strongly recommend carrying out this migration since Gemini 1.0 Pro support will be removed from future Cognigy.AI versions.
On April 1, 2025, Insights Beta API will be deprecated. Instead, use the Cognigy.AI OData endpoint.
On April 29, 2025, we will discard say verbs with empty text content affecting the following Voice Gateway Nodes:
In September, 2025, OData 2.3 will be deprecated. Before this date, ensure a smooth transition by switching to the Cognigy.AI OData 2.4.

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

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4.97.3

Cognigy.AI

Released April 16, 2025

Improvements

Added error entries to the Logs page to capture details when a handover fails, improving visibility and troubleshooting

Bug Fixes

Fixed the issue where the handover request for the 8x8 client failed
Fixed the issue where the RingCentral Engage and Genesys Open Messaging handover providers failed to start a conversation
Fixed the issue where the RingCentral Engage handover didn’t occur when created with the new handover provider settings
Fixed the issue where service-handover restarted when an organization was deleted
Fixed the issue where double hyphens in the domain name weren’t allowed by the URL validation

4.97.2

Cognigy.AI

Released April 7, 2025

Improvements

Changed the handover API error code handling. Previously, most integrations with handover providers like Genesys Open Messaging and RingCentral Engage returned a 500 error. Now, the system returns the appropriate codes, such as 404, 400, and 500

Bug Fixes

Fixed the issue where the Genesys Open Messaging conversation wasn’t terminated when using triggers. Now, the conversation is properly terminated, and the system returns the correct HTTP status codes in case of errors

4.97.1

Cognigy.AI

Released March 25, 2025

Bug Fixes

Fixed the issue where handovers using the Live Agent handover provider, created in Deploy > Handover Providers in a new Project, failed when executed
Fixed the issue where the Impersonate user functionality in the Management UI didn’t function properly

Cognigy Voice Gateway

Released March 31, 2025

Bug Fixes

Fixed the issue where switching voices in the voice preview didn’t work properly when Deepgram was selected as the speech provider
Fixed the issue where the Call Completed event wasn’t sent because the WebSocket connection had closed before the event occurred
Disabled the audio pre-caching feature by default, as it potentially caused issues with corrupted audio

Infrastructure

Released March 31, 2025

Lowered terminationGracePeriodSeconds to 300 to improve the speed and reliability of the Helm Chart deployment

4.97.0

Cognigy.AI

Released March 18, 2025

Features

New Interface for Handover Providers

Introduced a new interface for handover providers. You can now find all providers in one place and manage them separately from Endpoints. Additionally, you can use different providers within your Flow, allowing you to route customers with varying support needs to the appropriate contact centers.

Global LLMs

Introduced Global LLMs in the Admin Center, allowing assignment to any Project within your organization and streamlining LLM management across Projects.

Improvements

Renamed the option from Log Token Count to Show Token Count to more accurately reflect its functionality. This change affects the following Nodes: Search Extract Output, LLM Prompt, LLM Entity Extract, and AI Agent
Added a new LLM type, OpenAI Compatible, which allows users to integrate any provider and model with an API that adheres to OpenAI’s API standards
Added the Exclude from Transcript option to the Advanced section in Say and Question Nodes to hide an output message from AI Agents
Added support for Claude 3.7 Sonnet by Anthropic
Added streamed AI Agent messages to the same output bubble in the Interaction Panel, improving readability

Bug Fixes

Fixed the issue where importing Packages containing Extensions failed when mapping a primary Locale to a secondary Locale
Fixed the issue where socket-related channels like Webchat v2 and Socket.io were grouped under the realtime channel when using the get conversation counter APIs. With the fix, conversations will now be available with the respective channel filter
Fixed the issue where critical data was unintentionally saved on the client side or in the browser within the Management UI
Fixed the issue where sensitive headers were exposed for the HTTP Node when request or full debug mode was enabled
Fixed the issue where updating the Node using the API fails when trying to update the fields with the same value
Fixed the issue where CognigyScript in the Tool Node’s name or description fields was not properly parsed
Fixed the issue where configured LLMs weren’t displayed when setting up a Knowledge Store after importing it via Packages, until the website was refreshed through the browser
Fixed the issue where entering the Admin Center for the first time from a completely fresh browser environment (cleared local storage, incognito mode) caused an application crash until the user refreshed the page
Fixed the issue where an error occurred when saving after removing translation settings
Fixed the issue where finishing a call during a Dial transfer didn’t trigger the actions on the Call Completed event in the Voice Gateway Endpoint
Fixed the issue where a Transfer Refer Error or Transfer Dial Error event with the executeFlow action pointing to the same Flow where the error occurred led to an infinite loop of Flow executions
Fixed the issue where old OpenAI LLMs from Snapshots and Packages were unusable
Fixed the issue where AI Agents couldn’t be resolved when a Snapshot was used as an entry for the Endpoint
Fixed the issue where updating the Working Hours Node failed due to Node validation
Fixed the issue where Snapshot creation and restoration consumed more memory than versions before 4.96

Cognigy Voice Gateway

Released March 18, 2025

Features

Deepgram in Voice Preview

Added Deepgram as a voice provider to the Voice Preview feature, enabling you to test your voice AI Agent using your Deepgram credentials in the Interaction Panel.

Improvements

Added the notifyURL parameter to the list of parameters for creating an Outbound Call API request, enabling status updates for the call
Improved speech fallback to cover additional cases, including invalid SSML in streaming TTS APIs
Added the PRE_CACHE_IGNORE_LIST environment variable to allow specifying a list of vendors that shouldn’t be pre-cached. Valid values: aws, deepgram, elevenlabs, google, ibm, microsoft, nuance, wellsaid, whisper, and playh. You can set these values via {{ .Values.featureServer.preCacheIgnoreList }}. By default, deepgram is in the ignore list due to potentially corrupted audio during pre-caching.

Cognigy Webchat

Released March 18, 2025

Improvements

Added the capability to configure translations for Webchat UI elements in the Webchat Custom Settings of the Webchat v3 Endpoint
Added the option to customize the Start new conversation button text in the Webchat v3 Endpoint
Updated Webchat v3 and Demo Webchat to 3.16.0

Cognigy Insights

Released March 5, 2025

Features

Deleting Session Transcripts

Introduced the capability to delete session transcripts in the Transcript Explorer, giving you greater control over your data. This feature enhances data management, boosts confidentiality, and ensures you can easily maintain a clean and secure transcript history.

Bug Fixes

Fixed the issue where the UI failed when users selected a custom timespan with no dates set

Infrastructure

Cognigy Voice Gateway

Update vg-rtpengine to 13.1.1.5

Version Compatibility Matrix

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