Custom SIP (Session Initiation Protocol) integration in PolyAI allows you to leverage SIP headers for tailoring assistant behaviors based on call-specific metadata. By accessing SIP headers, builders can extract details like caller ID, dialed number, or other metadata transmitted through the SIP protocol.

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What is Custom SIP?

SIP headers provide a structured format for transmitting metadata during VoIP calls. This metadata can include details about the caller, the recipient, and other contextual information, enabling more personalized and context-aware interactions.

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Key attributes

The conv object provides access to SIP-related attributes that you can use in your assistant logic:

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sip_headers

  • Description: A dictionary containing SIP headers and their corresponding values.
  • Use case: Extract caller-specific metadata or route calls dynamically.
  • Example:
caller_id = conv.sip_headers.get("From", "Unknown Caller")
print(f"Caller ID: {caller_id}")

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caller_number

  • Description: The phone number of the caller.
  • Use case: Personalize responses based on the caller’s number.
  • Example:
if conv.caller_number == "+15551234567":
    conv.goto_flow("vip_support_flow")
else:
    conv.goto_flow("general_support_flow")

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callee_number

  • Description: The phone number the caller dialed.
  • Use case: Determine routing based on the number dialed.
  • Example:
dialed_number = conv.callee_number
if dialed_number == "+15557654321":
    conv.state.branch = "North Branch"
else:
    conv.state.branch = "South Branch"

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How to Use Custom SIP

  1. Access SIP headers:

    • Use conv.sip_headers to retrieve metadata from the SIP protocol.
    • This is particularly useful for identifying caller attributes or custom routing.

  2. Dynamic routing:

    • Utilize caller_number and callee_number to configure routing flows based on incoming and dialed numbers.

  3. Store data for contextual responses:

    • Save SIP-related information into conv.state to persist data across the conversation.
    • Example:
conv.state.metadata = {
    "caller_id": conv.sip_headers.get("From", "Unknown"),
    "dialed_number": conv.callee_number,
}

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Use cases

  • VIP routing: Automatically direct high-priority callers to specific support flows.
  • Branch-specific handling: Route calls to the appropriate branch or location based on the number dialed.
  • Dynamic personalization: Use SIP headers to provide tailored greetings or responses.

For more details on the Conversation object, visit the conv object page.

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