Privacy-Safe Analytics, REST Endpoint Authentication, and More with Release 2026.14

Privacy-Compliant Analytics with Contact Profiles

Until now, handling Contact Profile data in compliance with strict privacy policies often entails total data deletion using the Delete Profile or Deactivate Profile Nodes. That approach satisfies data removal requirements, but at the cost of losing all analytics from that session in Insights.

The Delete Profile and Deactivate Profile Nodes now include a Mask and Keep Analytics Data option. Instead of permanently deleting all analytics data of a contact, personal details are replaced with a hash. Sessions remain counted in Analytics dashboards (conversation volumes, goal completions, and similar aggregate metrics) but are hidden from Conversations Explorer.

This provides an effective middle ground for teams to preserve reporting accuracy while staying compliant.

API Key Authentication in REST Endpoints

REST Endpoints now support API Key authentication. Inbound requests can be secured with Endpoint-scoped API keys, sent via the x-rest-endpoint-key header, and generated and revoked directly from the Endpoint Editor.

This is a straightforward but important addition for teams running REST-based integrations in production and need a clean, low-overhead way to gate access at the endpoint level.

Reduced Voice Latency with Real-Time TTS Streaming

TTS streaming allows your AI Agent to deliver synthesized speech as it's generated rather than waiting for the full response to finish processing. This reduces the delay between response generation and the first audio playback, resulting in faster, more natural-sounding conversations, especially for longer LLM-generated responses where the wait for a complete utterance was noticeable.

Previously available only with the ElevenLabs speech service, this capability has been extended to additional speech providers, including Deepgram and Microsoft Azure.

Other Improvements

Cognigy.AI

• Added the capability to configure the scenario limit per Project
• Added support for importing NICE CXone handover providers via Packages and Snapshots
• Added a status indicator to the NiCE CXone (Integrated) handover provider that displays the connection progress between Cognigy.AI and NiCE CXone