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Cognigy adds timed Copilot sessions after conversation closure

Vendor-reportedChecked: [release]

Editorial attribution: Gosia Madej

Prepared with AI assistance. Editorial attribution does not imply personal product testing or manual review of every story.

Published: · Event date:

The October 12 release keeps immediate closure as the default, but lets teams retain an Agent Copilot session for a configured period after a human resolves the conversation.

Vendor-reportedChecked: [release]

What changes for users

For teams that need Copilot during wrap-up, test three moments: before resolution, just after resolution and after the configured expiry. Check whether the intended Flow still receives workspace input. These are proposed acceptance checks, not measured results.

Editorial assessmentChecked: [release]

Review session duration and workspace authentication together: permission to use the workspace and how long its session lasts answer different questions. Do not treat a longer session as evidence that a customer conversation reopens, or as a documented data-retention policy.

Editorial assessmentChecked: [release][configuration]

A closed conversation card beside an open notebook and a timer, suggesting time for follow-up work.
AI-assisted editorial illustration of time for work after a conversation closes; not a Cognigy interface. · AI-assisted original vector illustration for AI Agent Reviews

Cognigy’s 2026.21 release introduces End Session On Handover Close and Session TTL On Handover Close in Endpoint settings. Disabling the first control keeps the Copilot session open for the configured number of minutes, initially 120, so the consultant can continue sending data from the workspace to the Copilot Flow.

Vendor-reportedChecked: [release]

Workspace access is a separate configuration concern. The Copilot setup guide says selecting an authentication method requires activating Accept Only JWT Requests to enforce validation. With that switch off, a supplied token’s signature is not verified. The guide also lists Workspace and Whisper as distinct Copilot modes.

Vendor-reportedChecked: [configuration]

Checked against sources

AI-assisted source check

How this was checked

AI-assisted checking compared the release notes with the linked configuration guide. Both are vendor documentation; we did not test a customer environment or verify deployment to individual tenants. No source screenshot or human review is claimed.

Editorial assessmentChecked: [release][configuration]

The release notes date the change to October 12. The configuration page retrieved during checking still shows a September 3 modification date and omits the new session controls. Their behavior is therefore reported from the release notes, not corroborated by an updated setup walkthrough.

Editorial assessmentChecked: [release][configuration]

Source evidence

Original source excerpt. This shows what the source says; it does not establish product performance.

By default, the Agent Copilot session ends when the human agent resolves the conversation.

Read original source [release]

Sources