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Cognigy Live Agent


Released July 7th, 2022


  • Improved by adding support to remember the first accessed URL path and redirecting to it after log in successfully

  • Improved by removing resolve functionality from the mute operation. Previously, whenever an agent would mute a conversation, the conversation would be automatically resolved


  • Fixed a bug where the preview of conversation messages for adaptive cards were not displayed properly


Released June 23rd, 2022


  • Add the new supervisor dashboard under the "Reports" section, including information about agents' availability and conversation statuses.

  • Add the new notification center that makes it quick to access the latest notifications.


  • Improved by adding the possibility to reply to conversations on behalf of the user when it has the agent inject option enabled


Released June 7th, 2022


  • Improved the UI for agent assist by reducing the structured content messages and simple messages to 70% of their original size, changed the forward arrow icon and added functionality to forward the agent assist message by clicking the whole agent assist message container. Also augmented the size of non-forwardable informational elements like Lists and Text with buttons

  • Improved by adding the possibility to render adaptive card messages in Live Agent as structured content and as agent assist messages, non-forwardable adaptive cards are shown in the original size, so they can serve as informational elements


Released May 24th, 2022


  • Improved by adding the capability to upload doc/docx files by agents and contacts

  • Improved by including the Cognigy Session ID field in Live Agent as part of the conversation information and also as a filterable field for conversations

  • Improved by adding support for trusting self-signed CA certificates and client certificates in the requests to Cognigy.AI. Have a look at the Helm Values SSL section

  • Improved by removing UI parts related to custom attributes as they were not used


  • Fixed a bug where the agent will not show its online status in the contact actions dropdown

  • Fixed a bug where the website favicon didn't change, and the notification sound was not played while receiving new messages

  • Fixed a bug where Cognigy.AI multi-tenant users were not able to log in into the proper Cognigy.AI organization using OAuth login

  • Fixed a bug where agents were not notified about conversation assignment the first time the conversation was created and auto-assigned to them


Released May 10th, 2022


  • Improved by fixing security vulnerability CVE-2022-28391 affecting the OData service
  • Improved by adding optional antivirus scan with ClamAV on file uploads
  • Improved by adding the section "Previous Conversations" to the conversations view a right panel to allow agents to see the rest of the conversations with the same contact


Released May 2nd, 2022


  • Improved by polishing contact info section styling for displaying Cognigy.AI contact profile fields
  • Improved by changing the color of the agent messages to a slightly lighter blue to differentiate them from the Cognigy.AI bot messages
  • Improved by rendering Cognigy.AI contact profile data in the conversation view under the contact info section.
    • A new value called COGNIGY_AI_API_BASE_URL_WITH_PROTOCOL must be added to the Helm values.yaml file to make it work. More information here.
  • Improved by removing functionality related to adding agents as now Cognigy.AI is where the user management happens
  • Improved by removing the ability to reopen resolved conversations at UI and API level
  • Improved by adding Cognigy Logo for bot messages
  • Ability to send multiple attachments from the agent dashboard



  • Improved by having proper OAuth error pages design with links to receive support in the Live Agent documentation
  • Improved by extending Cognigy.AI OAuth handler logic to update user fields while doing log in when they are changed in Cognigy.AI, such as the username
  • Improved by hiding inbox setting allow messages after a conversation is resolved as it was not working as expected
  • Improved by hiding conversation section "previous conversations" as it was not working as expected