Methods
This section covers:-
Handoff States
- Use the Conversation API to manage real-time state sharing for conversation handoffs, so there is no delay in communication between automated systems and live agents.
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List Conversations
- Use the Conversation API to retrieve filtered lists of conversation transcripts, including metadata and identifiers. Use these transcripts to support monitoring and analysis of large data sets.
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Studio transcripts
- You can access conversation transcripts and recordings directly in the PolyAI Agent Studio.
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AWS S3 integration
- Sync data between your system and PolyAI using AWS S3 buckets for scalable, high-performance storage solutions. Perfect for large-scale or long term data handling scenarios.
Use case table
| Tool | Purpose | Provides audio? | Provides text (transcripts)? | Best use cases |
|---|---|---|---|---|
| Handoff States | Monitor and trigger real-time state transitions for handoffs between automated and live agents. | No | No | Ensuring communication during handoffs. Not for audio or transcript retrieval, but critical for conversation flow. |
| List Conversations | Retrieve filtered lists of conversations with metadata and transcript IDs. | No | Yes | Ideal for monitoring, reporting, or linking transcripts to external systems for further analysis. |
| Transcripts | Access and review conversation transcripts and recordings directly in the PolyAI UI. | Yes (No download) | Yes | Quick manual review for quality assurance, compliance, and performance analysis. Not suitable for bulk handling. |
| AWS S3 Integration | Sync recordings and metadata to your AWS S3 environment for scalable storage and analysis. | Yes (Downloadable) | Yes | Large-scale or long term storage needs, especially for compliance-heavy industries requiring both audio and transcripts. |
- Audio only: Use transcripts for quick access or a customized AWS S3 integration with downloadable audio files.
- Text only: Use list conversations to retrieve transcript IDs and link them to conversation data. Portal transcripts also provides manual access to text.