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Cognigy.AI v4.98 introduces native integration with Salesforce Messaging for In-App and Web (MIAW), enabling seamless handovers between Cognigy AI Agents and Salesforce’s newest contact center solution.
Salesforce MIAW Handover Connector for Chat
In addition to our existing Salesforce Service Cloud integration, we have added Salesforce MIAW as a native handover provider. The new integration is built to future-proof your deployment, accommodating the latest development in Salesforce’s product suite.
While we continue to support the previous integration for Salesforce’s legacy Chat products (LiveAgent, Salesforce Chat, Embedded Chat, and Service Chat), note that these are scheduled for deprecation in February 2026. We highly recommend migrating to the new Salesforce Messaging integration to benefit from enhanced features, improved performance, and long-term support.
Enhanced AI Agent Voice Configuration
Cognigy.AI v4.98 also adds the TTS label option for AI Agent voice configuration, which is useful when you have set up multiple speech services from the same vendor in the Voice Gateway Self-Service Portal. Additionally, you can now flexibly decide whether to deactivate TTS audio caching as needed, especially in agentic use cases with highly dynamic, context-specific responses.
Other Improvements
Cognigy Voice Gateway- Added the
notifyURLparameter for additional cases, enabling proper reporting ofREFERandDIALsuccess and failure statuses via thecall:statuswebhook event - Added automatic reconciliation of call counters to ensure accurate tracking of active sessions, even after TTL expires
- Added support for delayed media with encryption, where the SDP packet is included in the
200OK response and acknowledged in the ACK message - Added a more precise approach of how to count calls and active sessions, and a widget displaying active sessions when using
cognigy-monitoring-stackwith Grafana
Cognigy.AI
- Removed the beta flag from the Yes/No Intents feature
Cognigy Insights
- Renamed Goals to Tasks in the Contact Profile to standardize naming conventions across Cognigy.AI
- Replaced the
goalsproperty in the Profile object withtasks
For further information, check out our complete Release Notes here.
