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Guide to integrating telephony services with your agent

Overview

Studio

Home

Welcome to the PolyAI Help Center

Definitions of key terms used in the PolyAI Agent Studio.

Glossary

Frequently asked questions

Set global rules and customize text-to-speech pronunciations for your agent.

Rules

Manage agent versions, testing, and deploying updates.

Environments & versions

The deployment pipeline

Error code debug

Bug Report

Support

Terms of Service

Privacy Policy

Our global standards and certifications for data security and privacy.

Compliance

Getting started

Use the PolyAI Chat API to power Webchat.

Chat API

Create a chat

Send a message in an existing chat session.

Respond to a chat

Returns all conversations matching filters

List all conversations

Get the handoff state information (At least one of **id** or **shared_id** must be given as query parameters)

Get handoff state

Get the maximum number of concurrent conversations in several 5-minute intervals based on given parameters

Get max concurrent call numbers

Introduction

Introduction to voice integrations with PolyAI.

Integrate PolyAI voice agents with Amazon Connect.

Amazon Connect

Integrate PolyAI voice agents into your Twilio routing and handoff setups.

Twilio

How to plug the PolyAI Chat API into your product ecosystem.

Webchat and the Chat API

In-app chat

Enable WhatsApp messaging for your PolyAI agent.

WhatsApp

Automate room service and maintenance requests with HotSOS and PolyAI.

HotSOS

Add PolyAI agents to your OpenTable project.

OpenTable

Plug PolyAI agents into your Salesforce ecosystem.

Salesforce

Community

Blog

API Reference

Integrations

Releases

Request a demo

Follow this guide to prepare your agent for testing

Quickstart

Make sure you have created an account before you start development

Account creation

Discover the ways you can communicate with your agent using webchat, in-browser calling, or phone calls.

Agent chat

Monitor and review customer interactions.

Conversation transcripts and other information.

Review

Annotations

Understand the function and topic calls your agent made during the call.

Diagnosis

The standard comprehensive analytics dashboard.

Standard

Ensure your agent is dealing with risky conversations effectively.

Safety

Design custom dashboards to meet your business needs.

Custom

Manage realtime states for live handoff and call transcripts and recordings for analytics

Recordings and transcripts

Guide to managing and monitoring handoff states for transitions between agents and live agents.

Handoff States

Retrieve and synchronize conversation metadata using the List Conversations API.

List conversations

Access and analyze conversation transcripts for compliance, quality assurance, and reporting.

Studio transcripts

AWS S3 integration

This document explains what RAG is, how it works, and why we use it to enhance our GenAI capabilities.

Set up handoff destinations for your agent to route calls during conversations.

Handoff

Set up SMS templates and connect your Twilio account to send messages through your agent.

The `Flow` object exposes useful information about the current flow and allows transitioning between steps in the flow.

Object

Comprehensive guide to creating a function in the agent main page.

Create function

Overview of what library can be imported in functions

Libraries

Start function

End function

Return values

The Conversation object, its attributes, and methods.

Conversation

Variables

Using functions inside your voice agent's knowledge base.

Using functions

Ensure key phrases are picked up by the language recognition model and correct faulty transcriptions.

Ensure your agent's responses maintain safety and brand adherence.

Set and edit your agent's global rules, model, personality, and fixed greeting line.

About

Determine which GPT model to use with your agent.

Model

Optimize agent audio quality and response latency.

Introduction to the Voice section, highlighting PolyAI's leadership in voice technology

Guidelines for selecting the right voice for your agent, backed by PolyAI's expertise.

Choosing a good voice

Multi-voice

Use more than one voice

Information about custom voice requests for enterprise customers.

Custom voice

Configure and manage multi-site setups for tailored customer interactions.

Settings

Purchase phone numbers directly from the PolyAI Agent Studio

Buy a number from PolyAI

Introduction to the Users Management feature and its benefits for collaboration.

Overview of roles and permissions available in the workspace.

Role permissions

Step-by-step guide to inviting users to your workspace.

How to invite users

Integrate with the Five9 multi-tenant SIP trunk for call routing and management.

Introduction

Analyze

Build

Configure

Troubleshoot

Legal

Overview

Sections

Introduction

Analyze

Build

Configure

Troubleshoot

Legal

​Sections

Sections