# Cognigy Documentation

- [Cognigy (413 pages)](https://docs-classic.cognigy.com/_llms/cognigy.txt): Overview, AI Agents, Human Escalation, Platform Features, For Developers, Administration and Installation.
- [Cognigy API (420 pages)](https://docs-classic.cognigy.com/_llms/cognigy-api.txt): Overview, Core Resources, Simulator, Logs.

## Voice Gateway

### Overview

- [Cognigy Voice Gateway](https://docs-classic.cognigy.com/voice-gateway/index.md)
- [About Voice Gateway](https://docs-classic.cognigy.com/voice-gateway/overview.md): Cognigy Voice Gateway enables voice-based AI experiences including speech recognition, natural language understanding, and text-to-speech conversion for contact centers.
- [Getting Started with Voice Gateway](https://docs-classic.cognigy.com/voice-gateway/getting-started.md): Step-by-step guide to set up Voice Gateway, including creating voice Flows, configuring Endpoints, and routing contact centers or phone numbers to your AI Agent.
- [Voice Gateway Technical Capabilities](https://docs-classic.cognigy.com/voice-gateway/technical-capabilities.md): Explore Voice Gateway technical capabilities including SIP protocols, audio codecs, TTS/STT providers, call recording, and call quality monitoring tools.
- [Migration from AudioCodes to Voice Gateway](https://docs-classic.cognigy.com/voice-gateway/migrate-from-ac-to-vg.md): Migrate from AudioCodes to Cognigy Voice Gateway, including voice Node mapping, compatibility mode, and Endpoint migration.
- [Voice Gateway Glossary](https://docs-classic.cognigy.com/voice-gateway/glossary.md): An alphabetical glossary of Voice Gateway terms, including roles, protocols, SIP trunks, and call routing.
- [Browser Requirements](https://docs-classic.cognigy.com/voice-gateway/installation/browser-requirements.md): View browser requirements for the Voice Gateway Self-Service Portal.

### Self-Service Portal

- [Migrate from the Self-Service Portal to new NiCE Cognigy](https://docs-classic.cognigy.com/voice-gateway/migrate-from-self-service-portal.md): Migrate from the Self-Service Portal in NiCE Cognigy Classic to the new NiCE Cognigy platform. Find where Carriers, Phone Numbers, Speech, and other portal settings moved under AI & Voice Providers.

#### Settings

- [Voice Gateway Self-Service Portal](https://docs-classic.cognigy.com/voice-gateway/webapp/overview.md): A web interface for managing accounts, applications, phone numbers, and call configuration settings.
- [Users](https://docs-classic.cognigy.com/voice-gateway/webapp/users.md): Manage Voice Gateway users, assign roles and scopes, and control permissions to define what members can access and do within your account.
- [Accounts](https://docs-classic.cognigy.com/voice-gateway/webapp/accounts.md): Manage Voice Gateway accounts and control user access, call recording, and API key settings.
- [Applications](https://docs-classic.cognigy.com/voice-gateway/webapp/applications.md): Configure Voice Gateway Applications to route Endpoints and set default speech vendor, TTS, and STT language and voice settings for call handling.
- [Recent Calls](https://docs-classic.cognigy.com/voice-gateway/webapp/recent-calls.md): View and filter your Voice Gateway call history, including call duration, direction, SIP trunk data, PCAP traces, and call recording details.
- [Alerts](https://docs-classic.cognigy.com/voice-gateway/webapp/alerts.md): Monitor Voice Gateway alerts for account configuration errors, such as expired TTS/STT credentials and webhook failures.
- [Carriers](https://docs-classic.cognigy.com/voice-gateway/webapp/carriers.md): Connect SIP trunks to Voice Gateway by configuring carriers. Set up SIP encryption, outbound authentication, and use predefined carrier templates.
- [Speech Services](https://docs-classic.cognigy.com/voice-gateway/webapp/speech-services.md): Integrate speech-to-text and text-to-speech vendors in Voice Gateway. Configure STT/TTS providers, voices, accents, and languages for AI voice agents.
- [Phone Numbers](https://docs-classic.cognigy.com/voice-gateway/webapp/phone-numbers.md): Manage phone numbers in Voice Gateway to route inbound calls to Endpoints. Learn how to add, configure, and delete DID numbers linked to carriers.
- [Outbound Call Routing](https://docs-classic.cognigy.com/voice-gateway/webapp/outbound-call-routing.md): Configure outbound call routing rules in Voice Gateway to select SIP trunks and carriers for outbound calls.

### Outbound Calls

- [Create Outbound Calls](https://docs-classic.cognigy.com/voice-gateway/creating-outbound-calls.md): Learn how to create outbound calls in Voice Gateway using the REST API, Transfer Node, or HTTP Request Node, with SIP trunk and phone number setup.
- [Outbound Call Statuses](https://docs-classic.cognigy.com/voice-gateway/call-statuses.md): Track outbound call statuses in Cognigy Voice Gateway using webhook responses and call events. Monitor SIP response codes and identify call flow issues.

### Features

- [TTS Streaming](https://docs-classic.cognigy.com/voice-gateway/streaming.md): Learn about TTS streaming in Voice Gateway for real-time text-to-speech audio delivery, enabling natural voice agent conversations with minimal latency.
- [Genesys Audio Connector](https://docs-classic.cognigy.com/voice-gateway/genesys-audio-connector.md): Connect Genesys Cloud to Voice Gateway using the Audio Connector (AudioHook) bridge. Manage integrations that authenticate and route Genesys WebSocket audio into SIP.

### References

- [SIP Response Codes](https://docs-classic.cognigy.com/voice-gateway/references/sip-response-codes.md): SIP response codes cover statuses from 200 to 603, with meanings and troubleshooting steps for voice AI Agent issues.
- [TTS and STT Vendors](https://docs-classic.cognigy.com/voice-gateway/references/tts-and-stt-vendors.md): Explore the cloud-based and on-premises TTS and STT vendors supported by Cognigy Voice Gateway, including AWS, Microsoft, Google, Deepgram, and ElevenLabs. View all supported languages and voices per provider.
- [SIP Trunk Providers](https://docs-classic.cognigy.com/voice-gateway/references/sip-trunk-providers.md): Explore SIP trunk providers compatible with Cognigy Voice Gateway, including Twilio, Voxbone, and others.

#### Voice Gateway Verbs

- [Voice Gateway Verbs](https://docs-classic.cognigy.com/voice-gateway/references/verbs/overview.md): Voice Gateway includes verbs to help you build voice AI Agents, including dial, hangup, listen, gather, and speech configuration with Code Node examples.
- [Answering Machine Detection](https://docs-classic.cognigy.com/voice-gateway/references/verbs/amd.md): Configure answering machine detection on outbound calls to distinguish human from machine answers.
- [Dial](https://docs-classic.cognigy.com/voice-gateway/references/verbs/dial.md): The verb for initiating outbound calls to phone numbers, SIP users, or SIP URIs, with support for DTMF capture and AMD.
- [Dub](https://docs-classic.cognigy.com/voice-gateway/references/verbs/dub.md): The verb for adding a background audio track to calls.
- [DTMF](https://docs-classic.cognigy.com/voice-gateway/references/verbs/dtmf.md): The verb for playing touch-tone sounds during a call.
- [Gather](https://docs-classic.cognigy.com/voice-gateway/references/verbs/gather.md): The verb for collecting caller input via keypad or speech.
- [Hangup](https://docs-classic.cognigy.com/voice-gateway/references/verbs/hangup.md): The verb for terminating a call.
- [Listen](https://docs-classic.cognigy.com/voice-gateway/references/verbs/listen.md): The verb streams real-time call audio over WebSocket, supporting call recording, DTMF, and bidirectional audio.
- [Play](https://docs-classic.cognigy.com/voice-gateway/references/verbs/play.md): The verb for streaming audio files to a call, such as MP3 and WAV.
- [Say](https://docs-classic.cognigy.com/voice-gateway/references/verbs/say.md): The verb for converting text to speech.
- [SIP:REFER](https://docs-classic.cognigy.com/voice-gateway/references/verbs/sip-refer.md): The verb for transferring calls via SIP REFER.
- [SIP:Request](https://docs-classic.cognigy.com/voice-gateway/references/verbs/sip-request.md): The verb for sending SIP requests during an active call.
- [Transcribe](https://docs-classic.cognigy.com/voice-gateway/references/verbs/transcribe.md): The verb for real-time call transcription.

#### Voice Gateway Events

- [Voice Gateway Events](https://docs-classic.cognigy.com/voice-gateway/references/events/overview.md): Voice Gateway includes events related to the call lifecycle, for example, transfer and DTMF input. You can capture event data for analysis in Cognigy Insights.
- [ANSWERING_MACHINE_DETECTION](https://docs-classic.cognigy.com/voice-gateway/references/events/ANSWERING_MACHINE_DETECTION.md): This event detects whether a call is answered by a human or machine on outbound calls.
- [CALL_CREATED](https://docs-classic.cognigy.com/voice-gateway/references/events/CALL_CREATED.md): This event triggers when an inbound SIP call is initiated, including full SIP headers and payload structure.
- [CALL_COMPLETED](https://docs-classic.cognigy.com/voice-gateway/references/events/CALL_COMPLETED.md): This event triggers when a call is terminated by the AI Agent or user, with example payload details.
- [CALL_FAILED](https://docs-classic.cognigy.com/voice-gateway/references/events/CALL_FAILED.md): This event triggers when a call ends with a SIP error status, including call failure payload and error codes.
- [CALL_IN_PROGRESS](https://docs-classic.cognigy.com/voice-gateway/references/events/CALL_IN_PROGRESS.md): This event triggers when an active call is established.
- [RECOGNIZED_DTMF](https://docs-classic.cognigy.com/voice-gateway/references/events/RECOGNIZED_DTMF.md): This event triggers when DTMF keypad input is detected during a call.
- [RECOGNIZED_SPEECH](https://docs-classic.cognigy.com/voice-gateway/references/events/RECOGNIZED_SPEECH.md): The Voice Gateway call event triggered when the AI Agent recognizes user speech during a call.
- [TRANSFER_DIAL_ERROR](https://docs-classic.cognigy.com/voice-gateway/references/events/TRANSFER_DIAL_ERROR.md): This event triggers when a call transfer via the Dial method fails due to an unreachable or busy destination.
- [TRANSFER_DIAL_SUCCESS](https://docs-classic.cognigy.com/voice-gateway/references/events/TRANSFER_DIAL_SUCCESS.md): This event triggers when a call transfer via the Dial method succeeds and the destination answers.
- [TRANSFER_REFER_ERROR](https://docs-classic.cognigy.com/voice-gateway/references/events/TRANSFER_REFER_ERROR.md): This event triggers when a SIP REFER call transfer fails due to an unavailable or rejecting destination.
- [TRANSFER_REFER_SUCCESS](https://docs-classic.cognigy.com/voice-gateway/references/events/TRANSFER_REFER_SUCCESS.md): This event triggers when a SIP REFER call is successfully transferred and accepted by the destination.
- [USER_BUSY](https://docs-classic.cognigy.com/voice-gateway/references/events/USER_BUSY.md): This event triggers when the user is busy (SIP 603) and can't answer or accept the call transfer.
- [USER_INPUT_TIMEOUT](https://docs-classic.cognigy.com/voice-gateway/references/events/USER_INPUT_TIMEOUT.md): This event triggers when the AI Agent ends a call due to the user not responding within the timeout period.
- [NO_ANSWER](https://docs-classic.cognigy.com/voice-gateway/references/events/NO_ANSWER.md): This event triggers when a call isn't answered within the ringing time and the AI Agent hangs up automatically.

## Click To Call

### Overview

- [Click To Call](https://docs-classic.cognigy.com/click-to-call/index.md)
- [About Click To Call](https://docs-classic.cognigy.com/click-to-call/overview.md): Overview of Click To Call, a voice AI widget and SDK that lets end users start a voice conversation with an AI Agent in one click.
- [Quickstart: Set Up Your First Click To Call Widget](https://docs-classic.cognigy.com/click-to-call/quickstart.md): Quickstart for setting up your first Click To Call widget with voice communication and live transcription enabled.
- [Configure the Click To Call Widget](https://docs-classic.cognigy.com/click-to-call/configure.md): Set up the Click To Call widget by creating a Voice Gateway Endpoint, configuring a speech provider, and connecting a Flow for voice calls.
- [Embed the Click To Call Widget in Your Website](https://docs-classic.cognigy.com/click-to-call/embed.md): Learn how to embed the Click To Call widget on your website and connect it to a Voice Gateway Endpoint.

### Tutorials

- [Click to Call Tutorials](https://docs-classic.cognigy.com/click-to-call/tutorials/overview.md): Click To Call tutorials for advanced setups, including adding text input fields and selector fields to your voice widget.
- [Click To Call with a Text Input Field](https://docs-classic.cognigy.com/click-to-call/tutorials/text-input-field.md): Learn how to add a text input field to the Click To Call widget so users can type precise data during a voice call.
- [Click To Call with a Selector Field](https://docs-classic.cognigy.com/click-to-call/tutorials/selector-field.md): Learn how to add a selector field to the Click To Call widget so users can pick from predefined options during a voice call.

### Click To Call SDK

- [Cognigy Click To Call SDK](https://docs-classic.cognigy.com/click-to-call/sdk/overview.md): Cognigy Click To Call SDK for WebRTC SIP voice calling in web apps and AI integration.
- [Getting Started with Click To Call SDK](https://docs-classic.cognigy.com/click-to-call/sdk/getting-started.md): Deploy customized, interactive voice AI Agents in minutes.
- [Initialization and Authentication](https://docs-classic.cognigy.com/click-to-call/sdk/initialization.md): Learn how the Click To Call SDK initializes, authenticates, and exchanges SIP credentials with the Cognigy backend.
- [Security](https://docs-classic.cognigy.com/click-to-call/sdk/security.md): Learn how the Cognigy Click To Call SDK handles WebRTC security, TLS encryption, SIP credentials, and HTTPS requirements for secure browser-based calls.
- [Custom Audio Handling](https://docs-classic.cognigy.com/click-to-call/sdk/custom-audio.md): Configure custom audio handling in the Click To Call SDK. Learn how to capture raw `MediaStream` for advanced audio processing, visualization, or custom WebRTC routing.
- [Supported Browsers](https://docs-classic.cognigy.com/click-to-call/sdk/supported-browsers.md): Browsers that support the WebRTC APIs required by the Cognigy Click to Call SDK.
- [Troubleshooting](https://docs-classic.cognigy.com/click-to-call/sdk/troubleshooting.md): Diagnose and fix common connection issues, WebRTC errors, and call failures in the Cognigy Click To Call SDK.

#### API Reference

- [API Reference](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/overview.md): The full list of functions, methods, configuration options, and types in the Cognigy Click To Call SDK.
- [Types](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/types.md): Reference for TypeScript types and interfaces in the Cognigy Click To Call SDK.

##### Factory Functions

- [createWebRTCClient](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/create-click-to-call-client.md): Creates a new WebRTCClient instance for the SDK.
- [checkWebRTCSupport](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/check-click-to-call-support.md): Detects whether the current browser supports required WebRTC APIs.

##### Connection Methods

- [connect](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/connect.md): Establishes the connection to the SIP server, and the SIP registration if the endpoint requires it, in the Click To Call SDK.
- [disconnect](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/disconnect.md): Stops audio, ends active sessions, and closes the SIP WebSocket connection.
- [connectAndCall](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/connect-and-call.md): Combines SIP connection and call initiation in one step.

##### Call Control Methods

- [startCall](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/start-call.md): Initiates a new voice call after the SDK client is connected.
- [endCall](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/end-call.md): Terminates the current active voice call and cleans up the session in the Click To Call SDK.
- [mute](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/mute.md): Silences the local microphone during a call so the remote party stops hearing audio.
- [unmute](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/unmute.md): Re-enables the local microphone during an active Click To Call voice session.
- [sendInfo](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/send-info.md): Sends SIP info messages with text and structured data during an active call.
- [sendDTMF](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/send-dtmf.md): Sends DTMF tones during an active call in the Click To Call SDK.

##### State Methods

- [isConnected](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/is-connected.md): Checks whether the client is connected and registered with the SIP server.
- [getCurrentSession](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/get-current-session.md): Returns the active call session object or null if no call is in progress.

##### Event Methods

- [on](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/on.md): Subscribes to SDK events like call state, registration, and audio changes.
- [off](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/off.md): Removes previously registered event listeners from a Click To Call client.

##### Cleanup Methods

- [destroy](https://docs-classic.cognigy.com/click-to-call/sdk/api-reference/destroy.md): Disconnects from the SIP server, ends calls, and releases all client resources.

#### Event Reference

- [Event Reference](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/overview.md): Complete reference for all Click To Call SDK events.
- [transcription](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/transcription.md): The transcription event delivers real-time voice transcription data during a call.
- [error](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/error.md): The error event fires on asynchronous SDK errors such as SIP registration failures or audio playback issues.

##### Connection Events

- [connecting](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/connecting.md): The connecting event fires when Click To Call starts establishing a WebSocket connection to the SIP server.
- [connected](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/connected.md): The connected event fires when the WebSocket connection to the SIP server is established.
- [disconnected](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/disconnected.md): The disconnected event fires when the WebSocket connection to the SIP server is lost or closed.
- [registered](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/registered.md): The registered event fires when the SIP client successfully registers with the server.
- [unregistered](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/unregistered.md): The unregistered event fires when the SIP client is unregistered from the server.

##### Call Events

- [ringing](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/ringing.md): The ringing event fires when an outgoing call is in progress and the remote party's phone is ringing.
- [answered](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/answered.md): The answered event fires when a Click To Call call is accepted by the remote party.
- [ended](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/ended.md): The ended event fires when a Click To Call call terminates normally.
- [failed](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/failed.md): The failed event fires when a Click To Call call fails to connect or is rejected.
- [muted](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/muted.md): The muted event fires when the local microphone is muted during a Click To Call session.
- [unmuted](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/unmuted.md): The unmuted event fires when the local microphone is unmuted during a Click To Call session.

##### Audio Events

- [captureAudio](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/capture-audio.md): The captureAudio event exposes the raw MediaStream when a remote audio track arrives.
- [audioEnded](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/audio-ended.md): The audioEnded event fires when the SDK stops audio playback during a Click To Call session.

##### Info Message Events

- [infoSent](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/info-sent.md): The infoSent event fires after the SDK sends a SIP INFO message.
- [dtmfSent](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/dtmf-sent.md): The dtmfSent event fires when the SDK passes DTMF tones to the SIP library during a call.
- [infoReceived](https://docs-classic.cognigy.com/click-to-call/sdk/event-reference/info-received.md): The infoReceived event fires when a SIP INFO message arrives during a call.

## Webchat 

### Overview

- [Cognigy Webchat](https://docs-classic.cognigy.com/webchat/index.md)
- [Cognigy Webchat](https://docs-classic.cognigy.com/webchat/overview.md): Learn about Cognigy Webchat features, benefits, and how to use this embeddable communication tool for real-time text and voice interactions with AI Agents.
- [Getting Started with Webchat v3](https://docs-classic.cognigy.com/webchat/getting-started.md): Learn how to create an AI Agent, build a conversation Flow, deploy using Webchat v3, and configure settings including feedback forms and conversation starters.

### Set Up

#### Webchat v3

- [Webchat v3](https://docs-classic.cognigy.com/webchat/v3/overview.md): Discover Webchat v3, the latest Cognigy chat widget with improved customization, WCAG 2.2 accessibility, RTL language support, and npm package integration.
- [Webchat v3: Supported Browsers](https://docs-classic.cognigy.com/webchat/v3/supported-browsers.md): Check which browsers are compatible with Cognigy Webchat v3, including Chrome, Firefox, Edge, and Safari, along with the supported version ranges.
- [Webchat 3: Key Features](https://docs-classic.cognigy.com/webchat/v3/features.md): Explore Webchat v3 key features including branding customization, Quick Replies, Conversation Ratings, Privacy Notices, adaptive cards, and rich media support.
- [Webchat v3: Accessibility](https://docs-classic.cognigy.com/webchat/v3/accessibility.md): Implement WCAG 2.2 Level AA accessibility in Webchat v3, including UI element labels, media captions, text contrast settings, and accessible extension design.

##### Endpoint Configuration

- [Webchat v3: Endpoint Configuration](https://docs-classic.cognigy.com/webchat/v3/configuration.md): Learn how to create and configure a Webchat v3 Endpoint in Cognigy, including deployment settings, appearance options, and AI Agent customization.
- [Collecting Metadata](https://docs-classic.cognigy.com/webchat/v3/metadata.md): Configure Webchat v3 to collect user metadata such as browser language, geolocation, and device type to personalize AI Agent conversations and analytics.

##### Embedding

- [Webchat v3: via Hosted Script (HTML)](https://docs-classic.cognigy.com/webchat/v3/embedding/hosted-script.md)
- [Webchat 3: Embedding via npm](https://docs-classic.cognigy.com/webchat/v3/embedding/npm.md)

#### Webchat v2 (Deprecated)

- [Webchat v2 (Deprecated)](https://docs-classic.cognigy.com/webchat/v2/overview.md): Cognigy Webchat v2 is a chat widget featuring CSS customization, persistent chat history, and WCAG 2.0 Level AA compliance.
- [Webchat v2: Supported Browsers](https://docs-classic.cognigy.com/webchat/v2/supported-browsers.md): View the browsers supported by Cognigy Webchat v2, including Chrome, Firefox, Edge, and Safari, with the minimum required version for each browser.
- [Webchat v2: Key Features](https://docs-classic.cognigy.com/webchat/v2/features.md): Explore Cognigy Webchat v2 key features including Quick Replies, gallery cards, buttons, and various message output types for richer chat interactions.
- [Webchat v2: Endpoint Configuration](https://docs-classic.cognigy.com/webchat/v2/configuration.md): Set up and configure a Cognigy Webchat v2 Endpoint to deploy your AI Agent on a website, following the Endpoint creation steps and all configuration options.
- [Webchat 2: Embedding](https://docs-classic.cognigy.com/webchat/v2/embedding.md): Learn how to embed Cognigy Webchat v2 into your website using JavaScript, configure the widget appearance and behavior, and connect it to a Cognigy Endpoint.

### Miscellaneous

- [Migration From v2 to v3](https://docs-classic.cognigy.com/webchat/migration.md): Migrate from Cognigy Webchat v2 to v3 with a detailed feature comparison table and step-by-step guidance on key changes for a smooth upgrade process.
- [Webchat Plugins](https://docs-classic.cognigy.com/webchat/plugins.md): Extend Cognigy Webchat with plugins from the GitHub plugin collection or build custom plugins to add new UI components and behaviors to the chat widget.
- [Demo Webchat](https://docs-classic.cognigy.com/webchat/demo.md): Use Cognigy Demo Webchat to test your chat configuration, preview the widget appearance, and validate handover provider integrations before going live.
- [Webchat Cookies](https://docs-classic.cognigy.com/webchat/cookies.md): Understand how Cognigy Webchat uses cookies for session management and privacy configuration.
- [Webchat Release Notes](https://docs-classic.cognigy.com/webchat/release-notes.md): Explore Cognigy Webchat v3 and v2 release notes on GitHub and the official Cognigy release notes page.

## xApps

### Overview

- [Cognigy xApps](https://docs-classic.cognigy.com/xApps/index.md)
- [About xApps](https://docs-classic.cognigy.com/xApps/overview.md): Learn about Cognigy xApps concepts, including sessions, screens, and how to build flexible micro-web applications for customer self-service within conversational journeys.
- [xApp Use Cases](https://docs-classic.cognigy.com/xApps/use-cases.md): Explore xApp use cases including standalone and multichannel deployments across voice, Webchat, WhatsApp, and Agent Copilot integrations.

### Build an xApp

- [xApps Tutorials](https://docs-classic.cognigy.com/xApps/build/overview.md): Explore xApp build tutorials: standalone xApps, multi-channel xApps, and custom xApp Node development.
- [Build your First xApp](https://docs-classic.cognigy.com/xApps/build/first-xApp.md): Build your first xApp in Cognigy, using Adaptive Cards to create login and registration forms for AI Agents.
- [Build an xApp with Multiple Channels](https://docs-classic.cognigy.com/xApps/build/xApp-with-multi-channels.md): Build a multi-channel xApp that complements voice and SMS channels, collecting user data via a Twilio-linked xApp form.
- [Build a Standalone xApp](https://docs-classic.cognigy.com/xApps/build/standalone-xApp.md): Build and deploy a standalone xApp accessible via URL without requiring a primary communication channel.
- [Advanced: Build a Custom xApp Node](https://docs-classic.cognigy.com/xApps/build/custom-xApp-node.md): Advanced guide for building a custom xApp Node using the Cognigy Extension SDK, giving full control over xApp display and dialog Flow logic.
- [xApp Overlay](https://docs-classic.cognigy.com/xApps/build/overlay.md): Learn how to display xApp pages as an overlay within Webchat v3, showing xApp content on dedicated screens inside the chat interface.

### xApp Security

- [xApp Security: Prevent XSS Attacks](https://docs-classic.cognigy.com/xApps/security/secure-xApp-from-xss.md): Protect xApps against XSS attacks using input sanitization, DOMPurify, content security policy, and output encoding best practices.

### Miscellaneous

- [xApp Architecture](https://docs-classic.cognigy.com/xApps/architecture.md): Technical overview of xApp architecture, including WebSocket connections, session manager, load balancing, and the xApp interaction sequence diagram.
- [xApp Tokens](https://docs-classic.cognigy.com/xApps/tokens.md): Learn how xApp Tokens provide the xApp session URL and PIN code used to access and authenticate xApp sessions via Cognigy flow input objects.
- [xApp Flow API](https://docs-classic.cognigy.com/xApps/api.md): Reference for the xApp Flow API, including setAppState for updating session state and controlling the displayed template.
- [Supported Browsers and Channels](https://docs-classic.cognigy.com/xApps/supported-browsers-and-channels.md): Overview of supported browsers and channels for Cognigy xApps, including browser versions and messaging channels.

## Agent Copilot

### Overview

- [Cognigy Agent Copilot](https://docs-classic.cognigy.com/agent-copilot/index.md)
- [Agent Copilot](https://docs-classic.cognigy.com/agent-copilot/overview.md): Learn about Agent Copilot features, including customizable workspaces, rich media capabilities, and integration with contact center platforms for human agent support.
- [Use Cases](https://docs-classic.cognigy.com/agent-copilot/use-cases.md): Explore Agent Copilot use cases for sentiment analysis, knowledge retrieval, call summaries, and real-time translation.
- [Agent Copilot Glossary](https://docs-classic.cognigy.com/agent-copilot/glossary.md): Definitions for Agent Copilot terms including workspace, grid, tiles, widgets, and deployment methods.
- [Browser Requirements](https://docs-classic.cognigy.com/agent-copilot/installation/browser-requirements.md): Supported browsers and minimum version requirements for Agent Copilot.

#### Getting Started

- [Overview](https://docs-classic.cognigy.com/agent-copilot/getting-started/overview.md): Get started with Agent Copilot setup guides for chat, voice, and voice-to-chat AI agent modes.
- [Getting Started with Agent Copilot for Chat](https://docs-classic.cognigy.com/agent-copilot/getting-started/chat.md): Get started with Agent Copilot for chat: configure your first workspace with widgets that suggest next actions to human agents in your contact center.
- [Getting Started with Agent Copilot for Voice](https://docs-classic.cognigy.com/agent-copilot/getting-started/voice.md): Set up Agent Copilot for voice applications with a workspace including next action widgets and call transcripts for human agents in contact centers.
- [Getting Started with Agent Copilot for Voice-to-Chat](https://docs-classic.cognigy.com/agent-copilot/getting-started/voice-to-chat.md): Configure Agent Copilot for voice-to-chat applications with next action suggestion and conversation transcript widgets for human agents in contact centers.

### Configure

- [Agent Copilot Configuration](https://docs-classic.cognigy.com/agent-copilot/configure/overview.md): Learn how to configure Agent Copilot with an AI Agent, Voice Gateway, and contact center integration.
- [Configure the Workspace](https://docs-classic.cognigy.com/agent-copilot/configure/workspace.md): Configure the Agent Copilot workspace grid layout, widget size, and tile arrangement to display content in your contact center platform.
- [Agent Copilot Nodes](https://docs-classic.cognigy.com/agent-copilot/configure/nodes.md): Control the Agent Copilot workspace from your Cognigy Flow using configuration, plug-and-play widget, and customization Nodes.
- [Copilot Section](https://docs-classic.cognigy.com/agent-copilot/configure/copilot-section.md): Learn how to configure the Copilot section in Endpoint settings to integrate Agent Copilot with a contact center platform.

#### Examples

- [Configuration Examples](https://docs-classic.cognigy.com/agent-copilot/configure/examples/overview.md): Explore Agent Copilot configuration examples including real-time translation and knowledge retrieval setups for contact center workspace integration.
- [Grid Example: Real-Time Translation](https://docs-classic.cognigy.com/agent-copilot/configure/examples/real-time-translation.md): Configure Agent Copilot for real-time translation in voice-to-chat conversations with multilingual support.
- [Grid Example: Knowledge Retrieval](https://docs-classic.cognigy.com/agent-copilot/configure/examples/knowledge-retrieval.md): Configure Agent Copilot for knowledge retrieval to surface relevant information to human agents during live conversations.

### Deploy

- [Deploy and Integrate Agent Copilot](https://docs-classic.cognigy.com/agent-copilot/deploy/overview.md): Deploy Agent Copilot as standalone or embedded, with integrations for Genesys, Salesforce, and NiCE CXone.
- [Embedded Agent Copilot](https://docs-classic.cognigy.com/agent-copilot/deploy/embedding.md)
- [Standalone Agent Copilot](https://docs-classic.cognigy.com/agent-copilot/deploy/standalone.md)
- [NiCE CXone AAH](https://docs-classic.cognigy.com/agent-copilot/deploy/nice-aah.md)
- [Agent Copilot Custom Integration](https://docs-classic.cognigy.com/agent-copilot/deploy/custom-integration.md)

### Troubleshoot

- [Troubleshooting](https://docs-classic.cognigy.com/agent-copilot/troubleshooting.md): Fix common Agent Copilot issues including missing tiles, connection errors, and sentiment tile failures.

## Live Agent

### Overview

- [Cognigy Live Agent](https://docs-classic.cognigy.com/live-agent/index.md)
- [About Live Agent](https://docs-classic.cognigy.com/live-agent/overview.md): Learn about Cognigy Live Agent, a contact center solution that works with Cognigy to route conversations to human agents based on expertise and availability.
- [Live Agent Glossary](https://docs-classic.cognigy.com/live-agent/glossary.md): Live Agent terminology, defining key concepts such as conversations, inboxes, agents, labels, and automation rules.
- [Browser Requirements](https://docs-classic.cognigy.com/live-agent/installation/browser-requirements.md): Live Agent supports Firefox, Chrome, Chromium, Safari, and Edge. Check the minimum supported browser version requirements for full compatibility.

#### Getting Started

- [Getting Started with Live Agent](https://docs-classic.cognigy.com/live-agent/getting-started/overview.md): Get started with Cognigy Live Agent by following the setup steps to integrate it with Cognigy, configure handover, and add human agents.
- [Set up Live Agent for your Organization](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-org.md): Activate and configure Cognigy Live Agent for your organization via the Admin Center.
- [Set up the Inbox for Live Agent](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-inbox.md): Create and configure the default Live Agent inbox in Cognigy.
- [Add Agents and Admins to Live Agent](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-agents.md): Create users for human agents and admins in Live Agent, assign user roles, and connect them to inboxes.
- [Add Another Inbox for your Project](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-additional-inbox.md): Create additional Inboxes in Live Agent and configure them for handover within your Cognigy Flows.

##### Handover Setup

- [Set up Handover for Live Agent](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-handover.md): Set up handover for Live Agent by configuring your Cognigy Endpoint and Flow, enabling smooth transitions from AI to human agent support.
- [Set up a Cognigy Endpoint for Handover](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-endpoint.md): Configure a Live Agent Endpoint for Live Agent in Cognigy to hand over conversations from AI Agents to humans.
- [Set up a Cognigy Flow for Handover](https://docs-classic.cognigy.com/live-agent/getting-started/live-agent-setup/live-agent-setup-handover-flow.md): Configure a Cognigy Flow with a Handover Node to route conversations from an AI Agent to a human agent in Live Agent.

### Conversations

- [Conversations](https://docs-classic.cognigy.com/live-agent/conversation/overview.md): Learn about Live Agent conversations, including life cycle, statuses, and handover from AI Agents.
- [Conversation Assignment](https://docs-classic.cognigy.com/live-agent/conversation/assign-conversations.md): Learn how to assign agents, teams, priority, and labels to conversations in Live Agent. Transfer and manage conversation routing between human agents.
- [Conversation Queue](https://docs-classic.cognigy.com/live-agent/conversation/conversation-queue/overview.md): Understand how the Live Agent conversation queue works, including queue priorities, escalated conversations, and human agent capacity limits.
- [Send Replies](https://docs-classic.cognigy.com/live-agent/conversation/send-reply.md): Send replies with canned responses and variables in Live Agent for quick, efficient customer support messages.
- [Search, Filter, and Sort Conversations](https://docs-classic.cognigy.com/live-agent/conversation/search-and-filter.md): Search, filter, and sort Live Agent conversations by keywords, status, assignee, or team.
- [Other Operations](https://docs-classic.cognigy.com/live-agent/conversation/other-operations.md): Learn about other operations in Live Agent, such as muting, sending transcripts by email, and enabling agent masking for efficient support.

#### Conversation Routing

- [Conversation Routing](https://docs-classic.cognigy.com/live-agent/conversation/conversation-routing/overview.md): Learn how manual and automatic routing distributes conversations to the right human agents and teams.
- [Manual Mode](https://docs-classic.cognigy.com/live-agent/conversation/conversation-routing/manual-mode.md): Configure manual routing in Live Agent to assign or escalate conversations to specific agents, supervisors, or administrators based on case needs.
- [Automatic Mode](https://docs-classic.cognigy.com/live-agent/conversation/conversation-routing/automatic-mode.md): Set up automatic conversation assignment and reassignment in Live Agent to evenly distribute incoming chats among human agents.

### Assistants

- [Live Agent Assistants](https://docs-classic.cognigy.com/live-agent/assistants/overview.md): Overview of Live Agent assistant types, including Agent Copilot Bot, Whisper, and Copilot workspace, to support human agents during customer interactions.
- [Agent Copilot Whisper](https://docs-classic.cognigy.com/live-agent/assistants/agent-copilot-whisper.md): Configure Agent Copilot Whisper in Live Agent to provide human agents with AI-powered reply suggestions and next-action hints directly in the chat window.
- [Agent Copilot in Live Agent](https://docs-classic.cognigy.com/live-agent/assistants/agent-copilot.md): Use Agent Copilot in Live Agent to provide human agents a dedicated workspace with AI tools, knowledge bases, and customer context during handovers.
- [Agent Copilot Bot](https://docs-classic.cognigy.com/live-agent/assistants/agent-copilot-bot.md): Set up Agent Copilot Bots as personal virtual assistants for human agents in Live Agent to automate workflows and assist with complex customer inquiries.

### Analytics Tools

- [Live Agent OData Analytics Endpoint](https://docs-classic.cognigy.com/live-agent/tools/odata-endpoint.md): Access Live Agent analytics data via the OData endpoint. Query conversation and agent metrics for dashboards, BI tools, and data exports.

#### Reports

- [Overview](https://docs-classic.cognigy.com/live-agent/reports/overview.md): Live Agent analytics dashboards for supervisors and administrators. Monitor agent performance, team metrics, and real-time customer support data.

##### Supervisor

- [Supervisor Overview Report](https://docs-classic.cognigy.com/live-agent/reports/supervisor-overview.md): Monitor real-time conversation activity with the Live Agent Supervisor Overview Report, tracking agent status and key metrics for the past 24 hours.

##### Admin

- [Administrator Reports](https://docs-classic.cognigy.com/live-agent/reports/admin/overview.md): Access Live Agent administrator reports covering agents, teams, inboxes, labels, and conversations, with combined indicator and bar chart analytics.
- [Conversations Report](https://docs-classic.cognigy.com/live-agent/reports/admin/conversations.md): Track conversation trends in your Live Agent account with the Conversations Report, including message counts, response time, and resolution time.
- [Agents Report](https://docs-classic.cognigy.com/live-agent/reports/admin/agents.md): Analyze human agent performance in Live Agent with the Agents Report, including conversation counts, response time, resolution time, and resolved requests.
- [Labels Report](https://docs-classic.cognigy.com/live-agent/reports/admin/labels.md): Monitor label usage in Live Agent with the Labels Report, showing conversation counts, response time, and resolution time for each conversation tag.
- [Inboxes Report](https://docs-classic.cognigy.com/live-agent/reports/admin/inboxes.md): Optimize communication channels with the Live Agent Inboxes Report, showing conversation trends, response time, and resolution metrics per inbox.
- [Teams Report](https://docs-classic.cognigy.com/live-agent/reports/admin/teams.md): Evaluate team performance in Live Agent with the Teams Report, tracking conversations, average response time, and resolution time for each support team.

### Configure

#### Settings

- [Settings](https://docs-classic.cognigy.com/live-agent/settings/overview.md): Overview of Cognigy Live Agent settings, including team management, inbox configuration, automation rules, canned responses, and account settings.
- [Agents](https://docs-classic.cognigy.com/live-agent/settings/agents.md): Manage Live Agent support team members, configure agent statuses such as online, busy, and away, and understand administrator versus agent roles.
- [Teams](https://docs-classic.cognigy.com/live-agent/settings/teams.md): Create and manage teams of human agents in Live Agent to handle specific customer inquiries, assign conversations, and collaborate efficiently.
- [Inboxes](https://docs-classic.cognigy.com/live-agent/settings/inboxes.md): Create and manage Live Agent inboxes for routing conversations, configuring human agent assignments, message visibility, and integrating AI assistants.
- [Labels](https://docs-classic.cognigy.com/live-agent/settings/labels.md): Organize and prioritize conversations in Live Agent using labels. Learn how to create, edit, and delete conversation tags for custom workflows.
- [Skills](https://docs-classic.cognigy.com/live-agent/settings/skills.md): Define agent skills in Live Agent for skill-based routing, assign language proficiency and domain expertise to improve conversation assignment.
- [Automation](https://docs-classic.cognigy.com/live-agent/settings/automation-rules.md): Set up Live Agent automation rules to auto-assign conversations, add labels, set priorities, and trigger actions based on custom workflow conditions.
- [Canned Responses](https://docs-classic.cognigy.com/live-agent/settings/canned-responses.md): Create and manage canned response templates in Live Agent to help human agents reply faster with pre-saved, HTML-formatted quick replies to common questions.
- [Attachments](https://docs-classic.cognigy.com/live-agent/settings/attachments.md): Manage file attachments in Live Agent conversations, including supported formats like PDF, DOCX, and images, and how human agents upload and access files.
- [Audit Logs](https://docs-classic.cognigy.com/live-agent/settings/audit-logs.md): Track user activities and configuration changes in Live Agent with audit logs. Monitor create, update, and delete events for security and compliance.
- [Account Settings](https://docs-classic.cognigy.com/live-agent/settings/account-settings.md): Configure Live Agent account settings including general options, Agent Copilot, notifications, and conversation workflow. Only available to Administrators.

### Access Management

- [Roles](https://docs-classic.cognigy.com/live-agent/roles.md): Learn about Live Agent user roles, including their permissions, responsibilities, and access levels in the system.

### User Profile and Notifications

- [Notifications](https://docs-classic.cognigy.com/live-agent/notifications.md): Set up email, push, and audio notifications in Live Agent to keep agents informed about new conversations, assignments, and customer messages in real time.
- [Profile Settings](https://docs-classic.cognigy.com/live-agent/profile-settings.md): Manage your Live Agent Profile settings, including notification preferences, Agent Copilot options, message hotkeys, and personal API access token.

### Miscellaneous

- [Cognigy Live Agent API](https://docs-classic.cognigy.com/live-agent/api.md): The Cognigy Live Agent API provides access to conversations, teams, and agents. It enables you to integrate, automate, and analyze workflows beyond the Live Agent GUI.
- [Questions and Answers](https://docs-classic.cognigy.com/live-agent/FAQs.md): Answers to common Live Agent questions covering user removal, roles, inbox management, OData reporting, and troubleshooting integration issues.

## AI Ops Center

### Overview

- [Cognigy AI Operations Center](https://docs-classic.cognigy.com/ops-center/index.md)
- [What's AI Ops Center?](https://docs-classic.cognigy.com/ops-center/overview.md): Manage AI Agent deployments at scale with operational visibility, performance monitoring, and proactive alerts.
- [Getting Started with AI Ops Center](https://docs-classic.cognigy.com/ops-center/getting-started.md): Learn how to create an AI Agent, monitor its performance metrics, track errors, and enable alerts in Ops Center.
- [Key Concepts](https://docs-classic.cognigy.com/ops-center/concepts.md): Learn about the key concepts in Ops Center, including components, subcomponents, metrics, alerts, and errors.
- [AI Ops Center Glossary](https://docs-classic.cognigy.com/ops-center/glossary.md): Glossary of terms used in Cognigy AI Operations Center (AI Ops Center).

### Monitor

- [Alerts](https://docs-classic.cognigy.com/ops-center/monitor/alerts.md): Learn about the alerts available in Ops Center to monitor the performance and reliability of your Cognigy system.
- [Errors](https://docs-classic.cognigy.com/ops-center/monitor/errors.md): Learn about the different error types in Ops Center and how to investigate and resolve them.

#### Metrics

- [Overview](https://docs-classic.cognigy.com/ops-center/monitor/metrics/overview.md): View system-wide performance, error rates, and health status for all Cognigy components in the Ops Center Overview dashboard with key indicators.
- [Voice Gateway Metrics](https://docs-classic.cognigy.com/ops-center/monitor/metrics/voice-gateway.md): Learn about the Voice Gateway metrics available in Ops Center to monitor the performance and reliability of your Voice Gateway.
- [Endpoint Metrics](https://docs-classic.cognigy.com/ops-center/monitor/metrics/endpoints.md): Learn about the Endpoint metrics available in Ops Center to monitor the performance and reliability of your Endpoints.
- [Flow Metrics](https://docs-classic.cognigy.com/ops-center/monitor/metrics/flows.md): Learn about the Flow metrics available in Ops Center to monitor the performance and reliability of your Flows.
- [Handover Provider Metrics](https://docs-classic.cognigy.com/ops-center/monitor/metrics/handover-providers.md): Learn about the Handover Provider metrics available in Ops Center to monitor the performance and reliability of your handover providers.

### Manage

- [Manage Alerts](https://docs-classic.cognigy.com/ops-center/manage/alerts.md): Learn how to activate alerts and set up notifications in Ops Center to monitor your AI Agents' operations.
- [Resolve Errors](https://docs-classic.cognigy.com/ops-center/manage/errors.md): Learn how to resolve errors in Ops Center after investigating and fixing them.
- [Assign Roles](https://docs-classic.cognigy.com/ops-center/manage/roles.md): Learn how to assign roles to users so they can access Ops Center.

### Troubleshoot

- [Common Issues](https://docs-classic.cognigy.com/ops-center/troubleshooting.md): Find solutions to common issues encountered while using Ops Center.

## Insights

### Overview

- [Cognigy Insights](https://docs-classic.cognigy.com/insights/index.md)
- [Cognigy Insights](https://docs-classic.cognigy.com/insights/overview.md): Learn about Cognigy Insights features, including reports, explorers, and key metrics to analyze AI Agent usage and performance across chat and voice channels.
- [Insights Glossary](https://docs-classic.cognigy.com/insights/glossary.md): Glossary for Cognigy Insights terms.

### Dashboards

- [Business Dashboard](https://docs-classic.cognigy.com/insights/dashboards/business.md): Monitor real-time session metrics, location activity, active AI and human agent data, and business outcomes.

#### Conversation Analyzer

- [Conversation Analyzer](https://docs-classic.cognigy.com/insights/conversation-analyzer/overview.md): Learn how Conversation Analyzer automatically scores your AI Agent's conversations based on configurable criteria across Topic Discovery, Basic Analysis, and Custom Evaluation dashboards.
- [Topic Discovery](https://docs-classic.cognigy.com/insights/conversation-analyzer/topic-discovery.md): Learn how to use the Topic Discovery dashboard in Conversation Analyzer to understand how conversations are distributed across topics, identify emerging patterns, and keep your topic hierarchy up to date.
- [Basic Analysis](https://docs-classic.cognigy.com/insights/conversation-analyzer/basic-analysis.md): Learn how the Basic Analysis dashboard in Conversation Analyzer scores conversations against predefined criteria.
- [Custom Evaluation](https://docs-classic.cognigy.com/insights/conversation-analyzer/custom-evaluation.md): Learn how to define your own scoring criteria in Conversation Analyzer using widget types such as Yes/No, 3-option scale, 5-option scale, percentage, and numeric score.

### Reports

- [Overview](https://docs-classic.cognigy.com/insights/reports/overview.md): Get a quick summary of key AI Agent performance metrics, including active sessions, top Intents, and user interactions in Cognigy Insights.
- [Engagement](https://docs-classic.cognigy.com/insights/reports/engagement.md): Analyze customer interaction metrics, containment rates, session data, and handover performance with the Cognigy Insights Engagement report.
- [NLU Performance](https://docs-classic.cognigy.com/insights/reports/nlu-performance.md): Analyze NLU Intent recognition accuracy, execution times, and slot performance for your AI Agent with the Cognigy Insights NLU Performance report.
- [Live Agent](https://docs-classic.cognigy.com/insights/reports/live-agent.md): Monitor human agent handovers, response times, resolution rates, and conversation statuses with the Live Agent report in Cognigy Insights.
- [Goals](https://docs-classic.cognigy.com/insights/reports/goals.md): Track AI Agent goal completion, time savings, cost savings, and revenue impact with the Insights Goals report. Requires the new Insights framework.

### Explorers

- [Conversations (former Transcript Explorer)](https://docs-classic.cognigy.com/insights/explorers/conversations.md): Analyze sessions and their transcripts in the Conversations explorer to help you improve your AI Agent's performance.

### Filter and Sort

- [Global Filters](https://docs-classic.cognigy.com/insights/global-filters.md): Use global filters in Cognigy Insights to focus reports on specific time spans, Endpoints, Snapshots, and Locales for targeted data analysis.

### Data Management

- [Data Expiration in Insights](https://docs-classic.cognigy.com/insights/data-management/data-expiration.md): Configure analytics data retention in Cognigy Insights. Set data expiration globally or per organization to meet compliance and storage requirements.
- [Data Pre-Aggregation](https://docs-classic.cognigy.com/insights/data-management/pre-aggregation.md): Data pre-aggregation in Cognigy Insights pre-computes tables for faster report visualization, reducing query times and enabling instant filter application.
- [Time Zone with Pre-Aggregation](https://docs-classic.cognigy.com/insights/data-management/time-zone-with-pre-aggregation.md): Learn how Cognigy Insights manages time zone settings with pre-aggregation for accurate data reporting.
- [Time Zone](https://docs-classic.cognigy.com/insights/data-management/time-zone.md): Configure time zone preferences in Cognigy Insights to view reports in your local time.

### Download Reports

- [Download Reports in CSV](https://docs-classic.cognigy.com/insights/download-reports.md): Learn how to export Cognigy Insights data as CSV files for analysis in Excel or databases, covering overview, engagement, NLU, and live agent charts.

## Support

- [Cognigy Support](https://docs-classic.cognigy.com/help/index.md)
- [Welcome to Cognigy Academy](https://docs-classic.cognigy.com/help/cognigy-academy.md): Explore Cognigy Academy and Partner Academy to access AI Agent training courses, certifications, and hands-on learning for conversational AI solutions.
- [Get help and report problems](https://docs-classic.cognigy.com/help/get-help.md): Learn how to get help with Cognigy by submitting support cases in the NiCE Customer Community.

## Release Notes

- [Release Notes Index](https://docs-classic.cognigy.com/release-notes/index.md)
- [Deprecations and Removals](https://docs-classic.cognigy.com/release-notes/deprecations-and-removals.md)

### Product Versions

#### 2026.2x

- [2026.23 (latest)](https://docs-classic.cognigy.com/release-notes/2026.23.md)
- [2026.22](https://docs-classic.cognigy.com/release-notes/2026.22.md)
- [2026.21](https://docs-classic.cognigy.com/release-notes/2026.21.md)
- [2026.20](https://docs-classic.cognigy.com/release-notes/2026.20.md)

#### 2026.1x

- [2026.19](https://docs-classic.cognigy.com/release-notes/2026.19.md)
- [2026.18](https://docs-classic.cognigy.com/release-notes/2026.18.md)
- [2026.17](https://docs-classic.cognigy.com/release-notes/2026.17.md)
- [2026.16](https://docs-classic.cognigy.com/release-notes/2026.16.md)
- [2026.15](https://docs-classic.cognigy.com/release-notes/2026.15.md)
- [2026.14](https://docs-classic.cognigy.com/release-notes/2026.14.md)
- [2026.13](https://docs-classic.cognigy.com/release-notes/2026.13.md)
- [2026.12](https://docs-classic.cognigy.com/release-notes/2026.12.md)
- [2026.11](https://docs-classic.cognigy.com/release-notes/2026.11.md)
- [2026.10](https://docs-classic.cognigy.com/release-notes/2026.10.md)

#### 2026.x

- [2026.9](https://docs-classic.cognigy.com/release-notes/2026.9.md)
- [2026.8](https://docs-classic.cognigy.com/release-notes/2026.8.md)
- [2026.7](https://docs-classic.cognigy.com/release-notes/2026.7.md)
- [2026.6](https://docs-classic.cognigy.com/release-notes/2026.6.md)
- [2026.5](https://docs-classic.cognigy.com/release-notes/2026.5.md)
- [2026.4](https://docs-classic.cognigy.com/release-notes/2026.4.md)
- [2026.3](https://docs-classic.cognigy.com/release-notes/2026.3.md)
- [2026.2](https://docs-classic.cognigy.com/release-notes/2026.2.md)
- [2026.1](https://docs-classic.cognigy.com/release-notes/2026.1.md)

#### 2025.2x

- [2025.25](https://docs-classic.cognigy.com/release-notes/2025.25.md)
- [2025.24](https://docs-classic.cognigy.com/release-notes/2025.24.md)
- [2025.23](https://docs-classic.cognigy.com/release-notes/2025.23.md)
- [2025.22](https://docs-classic.cognigy.com/release-notes/2025.22.md)
- [2025.21](https://docs-classic.cognigy.com/release-notes/2025.21.md)
- [2025.20](https://docs-classic.cognigy.com/release-notes/2025.20.md)

#### 2025.1x

- [2025.19](https://docs-classic.cognigy.com/release-notes/2025.19.md)
- [2025.18](https://docs-classic.cognigy.com/release-notes/2025.18.md)
- [2025.17](https://docs-classic.cognigy.com/release-notes/2025.17.md)
- [2025.16](https://docs-classic.cognigy.com/release-notes/2025.16.md)
- [2025.15](https://docs-classic.cognigy.com/release-notes/2025.15.md)
- [2025.14](https://docs-classic.cognigy.com/release-notes/2025.14.md)
- [2025.13](https://docs-classic.cognigy.com/release-notes/2025.13.md)
- [2025.12](https://docs-classic.cognigy.com/release-notes/2025.12.md)
- [2025.11](https://docs-classic.cognigy.com/release-notes/2025.11.md)
- [2025.10](https://docs-classic.cognigy.com/release-notes/2025.10.md)

#### 4.10x

- [4.100](https://docs-classic.cognigy.com/release-notes/4.100.md)

#### 4.9x

- [4.99](https://docs-classic.cognigy.com/release-notes/4.99.md)
- [4.98](https://docs-classic.cognigy.com/release-notes/4.98.md)
- [4.97](https://docs-classic.cognigy.com/release-notes/4.97.md)
- [4.96](https://docs-classic.cognigy.com/release-notes/4.96.md)
- [4.95](https://docs-classic.cognigy.com/release-notes/4.95.md)
- [4.94](https://docs-classic.cognigy.com/release-notes/4.94.md)
- [4.93](https://docs-classic.cognigy.com/release-notes/4.93.md)
- [4.92](https://docs-classic.cognigy.com/release-notes/4.92.md)
- [4.91](https://docs-classic.cognigy.com/release-notes/4.91.md)
- [4.90](https://docs-classic.cognigy.com/release-notes/4.90.md)

#### 4.8x

- [4.89](https://docs-classic.cognigy.com/release-notes/4.89.md)
- [4.88](https://docs-classic.cognigy.com/release-notes/4.88.md)
- [4.87](https://docs-classic.cognigy.com/release-notes/4.87.md)
- [4.86](https://docs-classic.cognigy.com/release-notes/4.86.md)
- [4.85](https://docs-classic.cognigy.com/release-notes/4.85.md)
- [4.84](https://docs-classic.cognigy.com/release-notes/4.84.md)
- [4.83](https://docs-classic.cognigy.com/release-notes/4.83.md)
- [4.82](https://docs-classic.cognigy.com/release-notes/4.82.md)
- [4.81](https://docs-classic.cognigy.com/release-notes/4.81.md)
- [4.80](https://docs-classic.cognigy.com/release-notes/4.80.md)

#### 4.7x

- [4.79](https://docs-classic.cognigy.com/release-notes/4.79.md)
- [4.78](https://docs-classic.cognigy.com/release-notes/4.78.md)
- [4.77](https://docs-classic.cognigy.com/release-notes/4.77.md)
- [4.76](https://docs-classic.cognigy.com/release-notes/4.76.md)
- [4.75](https://docs-classic.cognigy.com/release-notes/4.75.md)
- [4.74](https://docs-classic.cognigy.com/release-notes/4.74.md)
- [4.73](https://docs-classic.cognigy.com/release-notes/4.73.md)
- [4.72](https://docs-classic.cognigy.com/release-notes/4.72.md)
- [4.71](https://docs-classic.cognigy.com/release-notes/4.71.md)
- [4.70](https://docs-classic.cognigy.com/release-notes/4.70.md)

#### 4.6x

- [4.69](https://docs-classic.cognigy.com/release-notes/4.69.md)
- [4.68](https://docs-classic.cognigy.com/release-notes/4.68.md)
- [4.67 - Happy New Year 🎉❄️](https://docs-classic.cognigy.com/release-notes/4.67.md)
- [4.66 - Merry Christmas 🎄🎁](https://docs-classic.cognigy.com/release-notes/4.66.md)
- [4.65](https://docs-classic.cognigy.com/release-notes/4.65.md)
- [4.64](https://docs-classic.cognigy.com/release-notes/4.64.md)
- [4.63 - Happy Halloween 🦇](https://docs-classic.cognigy.com/release-notes/4.63.md)
- [4.62](https://docs-classic.cognigy.com/release-notes/4.62.md)
- [4.61](https://docs-classic.cognigy.com/release-notes/4.61.md)
- [4.60](https://docs-classic.cognigy.com/release-notes/4.60.md)

#### 4.5x

- [4.59](https://docs-classic.cognigy.com/release-notes/4.59.md)
- [4.58](https://docs-classic.cognigy.com/release-notes/4.58.md)
- [4.57](https://docs-classic.cognigy.com/release-notes/4.57.md)
- [4.56](https://docs-classic.cognigy.com/release-notes/4.56.md)
- [4.55](https://docs-classic.cognigy.com/release-notes/4.55.md)
- [4.54](https://docs-classic.cognigy.com/release-notes/4.54.md)
- [4.53](https://docs-classic.cognigy.com/release-notes/4.53.md)
- [4.52](https://docs-classic.cognigy.com/release-notes/4.52.md)
- [4.51 - Happy Telecommunications Day 📡](https://docs-classic.cognigy.com/release-notes/4.51.md)
- [4.50 - Happy World Password Day 🔑](https://docs-classic.cognigy.com/release-notes/4.50.md)

#### 4.4x

- [email notification authentication secret.](https://docs-classic.cognigy.com/release-notes/4.49.md)
- [4.48 - Happy Easter 🐇](https://docs-classic.cognigy.com/release-notes/4.48.md)
- [4.47 - Happy Math Day 🧮](https://docs-classic.cognigy.com/release-notes/4.47.md)
- [4.46 - Happy National Be Heard Day 🔊🤝](https://docs-classic.cognigy.com/release-notes/4.46.md)
- [4.45 - Happy Family National Day 👨‍👩‍👧‍👦](https://docs-classic.cognigy.com/release-notes/4.45.md)
- [4.44 - Happy Get Up National Day 🧗 🌟](https://docs-classic.cognigy.com/release-notes/4.44.md)
- [4.43 - Happy National Pie Day 🥧](https://docs-classic.cognigy.com/release-notes/4.43.md)
- [4.42 - Happy New Year ✨](https://docs-classic.cognigy.com/release-notes/4.42.md)
- [4.41 - Merry X-Mas 🎅🏻🎄](https://docs-classic.cognigy.com/release-notes/4.41.md)
- [4.40](https://docs-classic.cognigy.com/release-notes/4.40.md)

#### 4.3x

- [4.39](https://docs-classic.cognigy.com/release-notes/4.39.md)
- [4.38 - Happy Halloween 🎃](https://docs-classic.cognigy.com/release-notes/4.38.md)
- [4.37](https://docs-classic.cognigy.com/release-notes/4.37.md)
- [4.36](https://docs-classic.cognigy.com/release-notes/4.36.md)
- [4.35](https://docs-classic.cognigy.com/release-notes/4.35.md)
- [4.34](https://docs-classic.cognigy.com/release-notes/4.34.md)
- [4.33](https://docs-classic.cognigy.com/release-notes/4.33.md)
- [4.32](https://docs-classic.cognigy.com/release-notes/4.32.md)
- [4.31](https://docs-classic.cognigy.com/release-notes/4.31.md)
- [4.30](https://docs-classic.cognigy.com/release-notes/4.30.md)

#### Earlier Product Versions

- [Earlier Versions](https://docs-classic.cognigy.com/release-notes/earlier-versions/overview.md)
- [Cognigy](https://docs-classic.cognigy.com/release-notes/earlier-versions/cognigy-ai-pre-4.30.md)
- [Cognigy Insights](https://docs-classic.cognigy.com/release-notes/earlier-versions/insights-pre-4.30.md)
- [Cognigy Live Agent](https://docs-classic.cognigy.com/release-notes/earlier-versions/live-agent-pre-4.30.md)

## OpenAPI Specs

- [openapi-viewer](https://api-trial.cognigy.ai/openapi/openapi-viewer.json)
- [openapi-viewer](https://api-trial.cognigy.ai/testing/openapi/openapi-viewer.json)
- [openapi-viewer](https://api-trial.cognigy.ai/logs/openapi/openapi-viewer.json)

> The links below point to documentation indexes. Follow each `/_llms/` index recursively until you reach documentation pages.

## Indexes

- [Cognigy (413 pages)](https://docs-classic.cognigy.com/_llms/cognigy.txt): Overview, AI Agents, Human Escalation, Platform Features, For Developers, Administration and Installation.
- [Cognigy API (420 pages)](https://docs-classic.cognigy.com/_llms/cognigy-api.txt): Overview, Core Resources, Simulator, Logs.
- [Cognigy API / Core Resources (382 pages)](https://docs-classic.cognigy.com/_llms/cognigy-api/core-resources.txt): Administration, Agent Copilot Configurations, Agent Copilot Configuration, AI Agents, Alexa, Analytics, Analytics 3.0, Audit Events, Connections, Contact Profiles, Conversations, Conversations v2.0, Conversations v2.1, Copilot Configs, CXOne, Endpoints, Example Sentences, Extensions, Files, Flows, Functions, Handover Providers, Handover Services, Identity Providers, In-Platform LLMs, Intent Trainer, Intents, Knowledge Chunks, Knowledge Connectors, Knowledge Sources, Knowledge Stores, Large Language Models, Lexicons, Live Agent, Locales, Management UI, NLU Connectors, Nodes, Options Resolver, Packages, Playbooks, Projects, Search, Sessions, Slot Fillers, Snapshots, Tasks, Tokens, Users, Users 2.1, V2V, Voice Gateway, Voice Preview, Webfinger, Yes/No Intents.


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