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Use a chat handoff integration to escalate a webchat or SMS conversation from your PolyAI agent to a live agent in your existing CCaaS or CRM. PolyAI continues to proxy messages between the end user and the live agent, so the conversation stays in the same widget the user started in.
All chat handoff integrations are configured from Integrations in Agent Studio. The handoff is triggered from a Python tool returning a handoff payload, then assigned to the Knowledge topic (or flow step) that should escalate.

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Available integrations

Salesforce

Hand off to Salesforce Service Cloud Messaging using an Embedded Service deployment.

Zendesk

Hand off to Zendesk Messaging through a Conversations Integration and switchboard.

NICE CXone

Hand off to NICE CXone Digital using Brand ID and Channel ID routing.

Amazon Connect

Hand off to an Amazon Connect chat contact flow via the StartChatContact API.

Genesys Cloud

Hand off through Genesys Cloud Open Messaging to a queue with live agents.

Webex by Cisco

Hand off to Webex Contact Center through Bring Your Own Channel.

Five9

Hand off to Five9 through Open Messaging to an inbound campaign and skill.

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How it works

  1. Set up the integration on the CCaaS or CRM side. Each platform expects a webhook, channel, or messaging app to be created so PolyAI has a place to deliver the conversation.
  2. Connect from Studio. Go to Integrations, click Connect on the relevant tile, and paste the IDs and secrets generated in step 1.
  3. Write a handoff function. Return a structured handoff payload from a Python tool – the payload tells PolyAI which integration to hand off to.
  4. Assign the function to a topic. Add the tool to the Knowledge topic (or flow step) that should trigger the handoff. When that topic fires, PolyAI announces the transfer, sends the conversation to the live agent, and continues to proxy turns.

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The handoff payload

All chat handoff integrations share the same payload shape. Replace <integration> with the integration key (e.g. salesforce_integration, nice_integration, amazon_connect_integration, genesys_integration, zendesk_integration, webex_integration, five9_integration):
The utterance is the message the agent sends to the user immediately before the handoff. The empty object {} is where integration-specific parameters go – most integrations accept routing hints such as a queue ID, skill, or department.
The same conversation continues in the same widget after handoff – PolyAI relays each side’s messages through the same WebSocket connection. The end user never has to switch tools or re-authenticate.

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Choosing an integration

Talkdesk and other CCaaS providers can be scoped as custom integrations, contact your PolyAI account manager.

Call handoff

Voice (SIP-based) handoff configuration and the handoff context model.

Handoff API

Retrieve handoff context programmatically for screen-pop or CRM enrichment.

Chat API

Integrate PolyAI into a custom chat surface and observe the handoff object.
Last modified on August 6, 2026