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Use the Chat API to integrate PolyAI agents into non-voice channels. It provides a simple set of REST endpoints for starting conversations, sending and receiving messages, and handling handoffs–ideal for webchat widgets, web SDKs, and SMS platforms. The Chat API powers webchat integrations including in-browser widgets, web SDK implementations, and SMS.
If you need real-time streaming responses, typing indicators, or in-session live-agent handoff events over a persistent connection, use the Messaging API instead. See Messaging API vs Chat API for guidance on choosing.

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Chatting with the API

  1. Start a conversation Call POST /{version}/{account_id}/{project_id}/chat/create. The response includes a conversation_id and the agent’s initial response. You can optionally pass integration_attributes to provide custom context to the agent, and variant_id to target a specific variant.
  2. Send and receive messages Call POST /{version}/{account_id}/{project_id}/chat/respond with the conversation_id. message is optional. The response includes the agent’s response, an end_conversation flag, and may include a handoff object.
  3. Close a conversation Call PUT /{version}/{account_id}/{project_id}/chat/close with the conversation_id in the body. The response returns { "success": true } on success.

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Endpoints

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Base URLs

RegionBase URL
UShttps://api.us-1.platform.polyai.app
UKhttps://api.uk-1.platform.polyai.app
EUWhttps://api.euw-1.platform.polyai.app
Endpoint format: /{version}/{account_id}/{project_id}/chat/{operation}
  • version: API version (for example v1)
  • account_id: Your PolyAI account ID (for example poly-scs-uk or ws-xxxxxxxx)
  • project_id: Your PolyAI project ID (for example PROJECT-191bfa2a)
  • operation: create, respond, or close

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Finding your account_id and project_id

Your account_id and project_id are the first two path segments of your Agent Studio URL, immediately after the host: 
https://studio.<region>.poly.ai/<account_id>/<project_id>/...
Agent Studio is region-specific. Each Studio host serves one region and pairs with the matching API host. Replace <region> with the subdomain for your tenant:
Studio URLAPI host
https://studio.us.poly.aihttps://api.us-1.platform.polyai.app
https://studio.uk.poly.aihttps://api.uk-1.platform.polyai.app
https://studio.eu.poly.aihttps://api.euw-1.platform.polyai.app
https://studio.poly.aihttps://api.studio.poly.ai (self-serve)
A workspace lives in exactly one region — log in to the Studio host for that region and call the matching API host.
For example, if your Studio URL is https://studio.uk.poly.ai/acme-uk/acme-team-4/agent, then:
  • <region> = uk (so calls go to api.uk-1.platform.polyai.app)
  • account_id = acme-uk
  • project_id = acme-team-4
Account and project identifiers are also shown in prefixed form in Agent Studio — both the slug form (visible in the URL) and the prefixed form are accepted in API paths:
Path parameterSlug form (from URL)Prefixed form (shown in Agent Studio as Workspace ID / Agent ID)
account_idacme-ukws-xxxxxxxx (for example ws-fd112d8f)
project_idacme-team-4PROJECT-xxxxxxxx
The account_id path parameter is shown as Workspace ID in Agent Studio and uses a ws- prefix — not ACCOUNT-. Older docs may still call it ACCOUNT-xxxxxxx; the value you see in Agent Studio (prefixed with ws-) is the correct one to use. If you only have the prefixed form, your PolyAI representative can confirm the matching slug.
The same IDs are exposed inside Agent Studio functions as conv.account_id and conv.project_id — see the Conversation object reference.

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Authentication

All requests must include the following headers (case-sensitive):
HeaderDescription
X-API-KEYYour API key for PolyAI
X-TOKENAgent authentication token (connector)
Content-TypeMust be application/json

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Getting your credentials

Both X-API-KEY and X-TOKEN are provisioned by PolyAI — there is no self-serve endpoint to create a Chat API connector or generate a connector token. To request access, contact your PolyAI representative with:
  • Your account_id
  • Your project_id
  • The client environment you need (live, pre-release, or sandbox)
  • Your variant_id (optional, only if targeting a specific variant)
PolyAI will provision a Chat API connector for your project and return:
  • An API key to use in the X-API-KEY header
  • A connector token to use in the X-TOKEN header
The Chat API connector is distinct from the voice/telephony connectors managed under the Agents API. You do not need SIP details, phone numbers, or language codes to provision a Chat API connector.

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Example: Create chat

POST /v1/{account_id}/{project_id}/chat/create 
curl -X POST \
  "https://api.<region>.platform.polyai.app/v1/ws-xxxxxxxx/PROJECT-xxx/chat/create" \
  -H "X-API-KEY: YOUR_API_KEY" \
  -H "X-TOKEN: YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "variant_id": "VARIANT-xxxxxxxx",
    "integration_attributes": {
      "user_id": "12345",
      "customer_tier": "premium"
    }
  }'
Response 
{
  "conversation_id": "CONV-1234567890",
  "response": "Hi, how can I help you today?"
}

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Example: Send message

POST /v1/{account_id}/{project_id}/chat/respond 
curl -X POST \
  "https://api.<region>.platform.polyai.app/v1/ws-xxxxxxxx/PROJECT-xxx/chat/respond" \
  -H "X-API-KEY: YOUR_API_KEY" \
  -H "X-TOKEN: YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "conversation_id": "CONV-1234567890",
    "message": "What'\''s your return policy?"
  }'
Response 
{
  "conversation_id": "CONV-1234567890",
  "response": "Our return policy is 30 days with proof of purchase.",
  "end_conversation": false
}
Response with handoff 
{
  "conversation_id": "CONV-1234567890",
  "response": "Transferring you to a live agent.",
  "end_conversation": true,
  "handoff": {
    "destination": "live_agent_queue",
    "reason": "billing_question"
  }
}

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Example: Close chat

PUT /v1/{account_id}/{project_id}/chat/close 
curl -X PUT \
  "https://api.<region>.platform.polyai.app/v1/ws-xxxxxxxx/PROJECT-xxx/chat/close" \
  -H "X-API-KEY: YOUR_API_KEY" \
  -H "X-TOKEN: YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"conversation_id": "CONV-1234567890"}'
Response 
{
  "success": true
}

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Passing custom data with integration_attributes

The integration_attributes field lets you pass custom data when creating a chat. These attributes are accessible in your project functions at conv.integration_attributes.

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When to use

  • Pass user context (user ID, session ID, authentication status)
  • Include customer information (tier, preferences, history)
  • Send external system references (CRM ID, ticket number)
  • Provide A/B test parameters or feature flags

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Accessing in project functions

def start(conv):
    # Get integration attributes (always check for None)
    attrs = conv.integration_attributes or {}
    
    user_id = attrs.get("user_id")
    customer_tier = attrs.get("customer_tier", "standard")
    
    # Store in state for use throughout the conversation
    if user_id:
        conv.state.user_id = user_id
    
    # Customize greeting based on tier
    if customer_tier == "premium":
        return "Welcome back! As a premium member, how can I assist you today?"
    return "Hello! How can I help you?"
Pass integration_attributes when creating the chat. They’re set on the first turn and available throughout the conversation. Store values in conv.state to access them in later turns.

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Targeting a variant with variant_id

Pass variant_id in the create request body to route the conversation to a specific variant. This is useful for multi-site deployments where different variants serve different brands, languages, or regions. 
{
  "variant_id": "VARIANT-xxxxxxxx"
}
variant_id is only accepted on POST /chat/create. It cannot be changed after the conversation starts.

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Notes

  • create accepts an optional request body with variant_id and integration_attributes.
  • respond requires conversation_id; message is optional.
  • handoff may appear in the respond response with destination and reason.
  • close requires a JSON body containing conversation_id.
  • Header names are case-sensitive: X-API-KEY, X-TOKEN.
  • Use the regional base URL closest to your deployment.
Last modified on June 16, 2026