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The Conversation object (conv) provides access to conversation data and tools for managing the agent’s behavior. It handles state management, flow transitions, SMS interactions, environment details, and voice selection.

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Attributes

Description: Unique identifier of the conversation.Example:
log.info(f"Conversation ID: {conv.id}")
# Example output: "conv_abc123xyz789"
Description: PolyAI account ID that owns this project. This is the same account ID visible in your Studio URL: https://studio.poly.ai/account/{account_id}/...Example:
log.info(f"Account: {conv.account_id}")
# Example output: "acc_abc123"
Description: Project ID of the current agent. This is the same project ID visible in your Studio URL: https://studio.poly.ai/account/{account_id}/project/{project_id}/...Example:
log.info(f"Project ID: {conv.project_id}")
# Example output: "proj_abc123"

if conv.project_id == "proj_123":
  print("Running in the main deployment")
Description: Current environment.Values: “sandbox”, “pre-release”, “live”Example:
if conv.env == "live":
  log.info("Production traffic")
Description: Type of channel the conversation is taking place on.Possible values:
  • "VOICE" – Voice calls (telephony)
  • "sms" – SMS text messages
  • "sip.polyai" – SIP-based voice calls
  • Integration-specific identifiers (e.g., "webchat.polyai", "chat.polyai")
Example:
if conv.channel_type == "VOICE":
  log.info("Running a voice call")
elif conv.channel_type == "sms":
  log.info("Running an SMS conversation")
Description: List of file attachments received or queued for sending (list[Attachment]).Attachment object structure:
  • url (str) – URL where the file is hosted
  • filename (str) – Name of the file
  • content_type (str, optional) – MIME type of the file (e.g., “application/pdf”, “image/jpeg”)
  • size (int, optional) – File size in bytes
Example:
for file in conv.attachments:
  print(f"File: {file.filename}")
  print(f"URL: {file.url}")
  print(f"Type: {file.content_type}")
  print(f"Size: {file.size} bytes")
Description: Dictionary of SIP headers (dict[str, str]) provided by the carrier.Example:
source_ip = conv.sip_headers.get("X-Src-IP")
Description: Metadata passed from an external integration (dict[str, Any]). These attributes are defined per project and per integration during setup.Supported integrations:
  • DNIs Pooling – Provides shared_id for correlating conversation outcomes
Best practice: Validate and extract required attributes in the start_function to handle missing data appropriately.Example:
# In start_function
if shared_id := conv.integration_attributes.get("shared_id"):
  conv.state.shared_id = shared_id
  log.info(f"Tracking with shared_id: {shared_id}")
else:
  # Handle missing integration data
  log.warning("No shared_id provided by integration")
Description: Combined payload of integration metadata and attributes (dict[str, Any]).Example:
crm_id = conv.integration_data.get("contact_id")
Description: The caller’s identifier.For inbound calls: The phone number of the person calling in, in E.164 format (e.g., +14155551234 for USA numbers).For outbound calls: The phone number being called by the agent.For chat channels: This may be an email address or integration-provided user ID.Example:
identifier = conv.caller_number
log.info(f"Caller identity: {identifier}")
# Inbound example: "+14155551234"
# Chat example: "user@example.com"
Description: Number dialled by the caller.Example:
if conv.callee_number.endswith("1001"):
  conv.state.branch = "Priority"
Description: Dictionary-like store that persists values across turns.Example:
conv.state["attempts"] = conv.state.get("attempts", 0) + 1
Description: Name of the flow currently executing, or None.
Description: Step name currently executing within the active flow.Example:
log.info(f"Current step: {conv.current_step}")
Description: List of OutgoingSMS / OutgoingSMSTemplate objects queued for dispatch at turn end.
Description: List of custom metrics queued for analytics.
Description: List of metric event objects queued for analytics.Example:
for metric in conv.metric_events:
  print(metric.name, metric.value)
Description: Name of the active variant, or None.
Description: Dictionary of all variant definitions (dict[str, Variant]).
Description: Variant object for the active variant, or None.Example:
if conv.variant:
  print(conv.variant.description)
Description: Dictionary of SMS templates (dict[str, SMSTemplate]).Example:
template_body = conv.sms_templates["booking_confirmation"].content
Description: Pending TTSVoice change requested this turn, or None.
Description: ISO-639 language code configured for the project (e.g. “en”).
Description: Chronological list of UserInput and AgentResponse events so far.Example:
for event in conv.history:
  print(event.role, event.text)

# Example output:
# user "I need to book a table"
# agent "I'd be happy to help you book a table"
# user "For 4 people at 7pm"
Description: Dictionary of configured hand-off destinations (dict[str, HandoffConfig]).Example:
if "support" in conv.handoffs:
  print("Support line is available")
Description: List of ASR alternatives for the last user utterance. Each alternative includes the transcribed text and a confidence score.Example:
for alt in conv.transcript_alternatives:
  print(f"Text: {alt.text}, Confidence: {alt.confidence}")

# Example output:
# Text: "book a table for two", Confidence: 0.95
# Text: "book a table for too", Confidence: 0.78
# Text: "book a table for to", Confidence: 0.65
Description: Returns a dictionary of real-time configuration values defined in Configuration Builder.Example:
config = conv.real_time_config
if config.get("after_hours_enabled"):
  conv.say("Our offices are currently closed.")
Description: Dictionary of memory fields previously stored for the caller, retrieved from Agent Memory.Customer identification: Memory is retrieved using caller_number for voice calls or the integration-provided user identifier for chat channels. This allows the agent to recognize returning customers and recall previous interactions.Example:
cheese = conv.memory.get("cheese_type")
if cheese:
  conv.say(f"You're a fan of {cheese}, right?")

# Check if this is a returning customer
if conv.memory.get("last_order_date"):
  conv.say("Welcome back!")
Description: Dictionary of entity validation results collected from the conversation (dict[str, EntityValidationResult]).Example:
if "email" in conv.entities:
  validated_email = conv.entities.email
Description: Executor for calling other functions defined in the project. Access functions using dot notation.Example:
result = conv.functions.lookup_order()
Description: Executor for calling configured API integrations. Access APIs using conv.api.{integration_name}.{operation_name}(). Example:
response = conv.api.salesforce.get_contact(user_id="123")
if response.status_code == 200:
  contact_data = response.json()
Description: List of external events initiated by generate_external_event. Each event contains ext_event_id, send_to_llm, created_at, data, and content_type.Example:
for event in conv.generic_external_events:
  if event.data:
    log.info(f"Received webhook data: {event.data}")
Description: Proxy for accessing localized translations. Access translation keys as attributes to get the translated text for the current language.Example:
greeting = conv.translations.welcome_message
conv.say(greeting)
Description: List of quick-reply suggestions for the next agent message. Only supported on webchat channels.Example:
for suggestion in conv.response_suggestions:
  print(suggestion)
Description: Agentic dial data for the conversation, used for advanced dialing scenarios.

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Methods

Description: Override the next utterance.Example:
conv.say("I’ve made that change for you.")
Description: Randomly choose a voice based on weighted probabilities.Parameters:
  • voice_weightings (list[VoiceWeighting]) – list of VoiceWeighting objects, each containing a voice and weight.
Available voices: Import from polyai.voice module (e.g., ElevenLabsVoice, CartesiaVoice, PlayHTVoice, RimeVoice). See Voice classes for the full list of available voices and their IDs.Example:
from polyai import VoiceWeighting
from polyai.voice import Voices

conv.randomize_voice([
  VoiceWeighting(voice=Voices.en_male_calm, weight=70), 
  VoiceWeighting(voice=Voices.en_female_warm, weight=30)
])
Description: Transition to another flow at turn end.Example:
conv.goto_flow("verification")
Description: Exit the current flow.Example:
conv.exit_flow()
Description: Manually set the active variant.Example:
conv.set_variant("evening")
Description: Attach one or more files to the current conversation record.Example:
conv.add_attachments([{"url": "https://example.com/invoice.pdf", "filename": "invoice.pdf"}])
Description: Prevents saving the current call recording, e.g. when sensitive data is detected.Example:
if conv.state.get("contains_pii"):
  conv.discard_recording()
Description: Sends a structured webhook event to the configured external endpoint.Example:
conv.generate_external_events("booking_completed", payload={"id": "1234"})
Description: Logs an external API response for visibility in Conversation Review → Diagnosis and the analytics pipeline.Where logs appear:
  • Conversation Review: View API responses in the Diagnosis tab for debugging
  • Analytics pipeline: API response data is available for reporting and analysis
Example:
response = requests.get("https://api.example.com/user")
conv.log_api_response(response)
# Response will appear in Conversation Review → Diagnosis
Description: Sends a plain-text WhatsApp message with the configured WhatsApp Business API integration.Use case: Send simple, unformatted WhatsApp messages.Difference from send_content_template: Use send_whatsapp for plain text messages. Use send_content_template for pre-approved WhatsApp templates with variables, rich media, or buttons.Example:
conv.send_whatsapp(to="+441234567890", content="Hello from PolyAI!")
Description: Sends a WhatsApp or SMS template message defined in your content templates.Use case: Send pre-approved templates with dynamic variables, rich media (images, videos), or interactive buttons.Difference from send_whatsapp: Use send_content_template for structured messages with variables and rich content. Use send_whatsapp for simple plain-text messages.Example:
conv.send_content_template(
  to="+441234567890", 
  template="order_update", 
  parameters={"order_id": "12345", "status": "shipped"}
)
Description: Queue a plain-text SMS.Example:
conv.send_sms(to_number=conv.caller_number, from_number="+441234567890", content="Thanks for calling — here’s your link: https://…")
Description: Queue a pre-configured SMS template.Example:
conv.send_sms_template(to_number=conv.caller_number, template="booking_confirmation")
Description: Write a custom metric to the analytics pipeline.Example:
conv.write_metric("agent_handoff", 1)
Description: Transfer the call to a configured handoff destination. Parameters: destination (str) – handoff target key; reason (str or None) – escalation reason; utterance (str or None) – message before transfer. Example:
conv.call_handoff(destination="BillingQueue", reason="policy_violation", utterance="Let me transfer you to a specialist who can help.")
Where it shows up: In flows using builtin-handoff or using functions; visible in Conversation Review and API.
Description: Provides LLM-powered helper functions for extracting and validating structured data from user input.Available utilities:
  • extract_address() – Extract postal addresses
  • extract_name() – Extract person names
  • extract_city() – Extract city references
  • extract_date() – Extract dates and times
  • extract_email() – Extract email addresses
  • extract_phone() – Extract phone numbers
Note: Some utilities require activation. If a method raises a NotImplementedError, contact PolyAI support to enable it for your account.Example:
address = conv.utils.extract_address(country="US")
name = conv.utils.extract_name()
See Conversation utilities for the full list of available helpers and detailed documentation.
Description: Change the TTS voice for the current conversation moving forward.Parameters: voice (TTSVoice) – the voice configuration to use.Example:
from polyai.voice import ElevenLabsVoice
conv.set_voice(ElevenLabsVoice(provider_voice_id="abc123"))
Description: Change the language for the current conversation moving forward.Parameters: language (str) – ISO 639 language code (e.g., “en-US”, “es-ES”, “fr-FR”).Example:
conv.set_language("es-US")
Description: Dynamically configure ASR keywords and custom biases for improved speech recognition. Biasing persists across turns until cleared. Parameters:
  • keywords (list[str], optional) – list of keywords to bias ASR recognition toward.
  • custom_biases (dict[str, float], optional) – dictionary mapping phrases to bias weights. Example:
conv.set_asr_biasing(
  keywords=["reservation", "booking", "cancel"],
  custom_biases={"reservation": 3.0, "cancellation": 2.5}
)
Description: Clear any previously set ASR biasing for future turns.Example:
conv.clear_asr_biasing()
Description: Trigger a transition to the CSAT (Customer Satisfaction) survey flow for voice calls.Example:
if conv.state.get("call_completed"):
  conv.goto_csat_flow()
Description: Send an email from the function.SMTP configuration: Emails are sent through a managed delivery service. For custom email delivery requirements, contact PolyAI support.Delivery considerations:
  • Emails are sent asynchronously after the turn completes
  • Delivery failures are logged but do not interrupt the conversation
  • For high-volume sending, consider rate limits and reputation management
Parameters:
  • to (str) – recipient email address.
  • body (str) – raw body of the email.
  • subject (str, optional) – subject line.
Example:
conv.send_email(
  to="customer@example.com",
  body="Thank you for your order!",
  subject="Order Confirmation"
)
Description: Add quick-reply suggestions that appear as clickable options for the user. Only supported on webchat channels. Parameters: suggestions (list[str]) – list of suggested responses. Example:
conv.add_response_suggestions(["Yes, confirm", "No, cancel", "More options"])
Last modified on March 20, 2026