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Snapcall is a click-to-call platform that enables instant voice and video calls directly from your website or app. Integrate PolyAI agents with Snapcall to provide automated voice support through Snapcall’s calling interface.

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Overview

The PolyAI-Snapcall integration allows you to:
  • Provide instant voice support through Snapcall’s widget
  • Route calls to PolyAI agents before escalating to human agents
  • Maintain conversation context when transferring to live agents
  • Track call analytics across both platforms

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Prerequisites

  • Active PolyAI account with a configured agent
  • Snapcall account with API access
  • SIP connector configured in PolyAI

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Setup

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1. Configure PolyAI connector

  1. Navigate to Settings → Integrations in Agent Studio
  2. Select Voice → SIP
  3. Create a new SIP connector or use an existing one
  4. Note the SIP URI provided by PolyAI

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2. Configure Snapcall routing

  1. Log in to your Snapcall dashboard
  2. Navigate to Settings → Call routing
  3. Add PolyAI as a routing destination:
    • Type: SIP endpoint
    • SIP URI: Your PolyAI SIP URI from step 1
    • Priority: Set based on your routing strategy

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3. Set up call flow

Configure your Snapcall call flow to route to PolyAI:
  1. In Snapcall, go to Call flows
  2. Create or edit a call flow
  3. Add PolyAI as the first destination
  4. Configure fallback routing to human agents if needed

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Call handoff

To transfer calls from PolyAI to Snapcall agents, use the call_handoff method in your functions: 
def handle_escalation(conv):
    conv.call_handoff(
        destination="snapcall_agents",
        reason="customer_request",
        utterance="Let me connect you with a specialist."
    )
Configure the handoff destination in your PolyAI project settings to point to your Snapcall agent queue.

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Passing context

Pass conversation context to Snapcall agents using SIP headers: 
def start(conv):
    # Store customer information in state
    conv.state.customer_id = "12345"
    conv.state.issue_type = "billing"
    
    # Context will be available in SIP headers during handoff

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Best practices

  • Test call quality - Verify audio quality between PolyAI and Snapcall before going live
  • Configure timeouts - Set appropriate timeout values for agent availability
  • Monitor handoffs - Track handoff rates and reasons in both platforms
  • Optimize routing - Use PolyAI for common queries, escalate complex issues to Snapcall agents

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Troubleshooting

  • Verify SIP URI is correctly configured in Snapcall
  • Check that your PolyAI connector is active
  • Ensure firewall rules allow SIP traffic
  • Check network latency between Snapcall and PolyAI
  • Verify codec compatibility (G.711, Opus recommended)
  • Review bandwidth requirements for your call volume
  • Confirm handoff destination is configured in PolyAI
  • Verify Snapcall agent queue is available
  • Check SIP header format for context passing

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Support

For integration support:
This integration requires coordination between PolyAI and Snapcall support teams. Contact your PolyAI representative to initiate the setup process.