Push and pull
PolyAI supports both push and pull API models, offering flexible synchronization options:- Pull API: On-demand metadata retrieval through the List Conversations endpoint. Ideal for periodic data collection or workflows where updates are less time-sensitive.
- Push API: Automatically sends updates (new conversations or completed interactions) to your system in real time. Best suited for dashboards requiring prompt updates.
For triggering instant communication updates for real-time use cases, like determining where to route a call, it
is recommended to use handoff states.
Best practices
- Pull: Use this model for scheduled reporting or when real-time updates are unnecessary.
- Push: Leverage push updates for real-time synchronization in dynamic environments, such as live agent dashboards.
- Assess your system’s requirements to determine whether a push or pull model best aligns with your workflow and data processing needs.
Integration with other workflows
The List Conversations API can fit into a larger data-sharing workflow:- Manual access using the studio: View richly-detailed conversation transcripts and recordings directly in the PolyAI platform.
- End of call metadata retrieval: Automate metadata syncing after conversations using push or pull APIs.
- Handoff metadata integration: Provide your live customer agent with a quick identifier indicating what kind of call they have just received.