footer {
  margin: 0 !important;
  padding: 0.25rem 0.75rem !important;
  background: transparent !important;
  border-top: none !important;
  box-shadow: none !important;
  font-size: 0.85rem !important;
  text-align: center !important;
}

footer > div {
  margin: 0 !important;
  padding: 0 !important;
}

footer > div[class*="container"] {
  margin: 0 !important;
  padding: 0 !important;
}

footer a[href="/"] img {
  height: auto !important;
  width: auto !important;
  max-height: 24px !important;
  transform: scale(0.85);
  transform-origin: left center;
}

footer * {
  margin: 0.15rem !important;
  padding: 0 !important;
  line-height: 1.3 !important;
}

footer a[href*="facebook"],
footer a[href*="linkedin"],
footer a[href*="youtube"],
footer a[href*="x.com"],
footer a[href*="twitter"],
footer a[href*="instagram"] {
  margin: 0 0.25rem !important;
}

footer a[href*="facebook"] svg,
footer a[href*="linkedin"] svg,
footer a[href*="youtube"] svg,
footer a[href*="x.com"] svg,
footer a[href*="twitter"] svg,
footer a[href*="instagram"] svg {
  width: 18px !important;
  height: 18px !important;
  vertical-align: middle !important;
}

[data-mint-footer-bottom] {
  margin-top: -16px !important;
  padding-top: 0 !important;
}

footer + div {
  margin-top: -16px !important;
  padding-top: 0 !important;
}

When to escalate

Common issues

Studio

Home

Welcome to the PolyAI Help Center

Definitions of key terms used in the PolyAI Agent Studio.

Glossary

Frequently asked questions

Understanding the step-by-step processing of a PolyAI voice agent.

Conversation flow

Support

Our global standards and certifications for data security and privacy.

Compliance

Make quick and easy changes to how your agent works

Overview

How to add, edit, and bulk-manage knowledge base content in a live PolyAI agent.

Knowledge base

How to change a phone number, add a new destination, and test call handoffs in a live agent.

Routing and handoffs

How to track performance and review conversations after your agent is live.

QA and analytics

Getting started

Use the PolyAI Chat API to power Webchat.

Chat API

Create a chat

Respond to a chat

Returns all conversations matching filters

List all conversations

Get the handoff state information (At least one of **id** or **shared_id** must be given as query parameters)

Get handoff state

Get the maximum number of concurrent conversations in several 5-minute intervals based on given parameters

Get max concurrent call numbers

Reserves a DNI, associating a temporary set of Attributes to a specific Virtual Agent. The Virtual Agent is linked to the required API key in the request. Calling the DNI will result in connecting to the agent, letting it consume the Attributes. Please note that, in most cases, the API Key for this EP will be different from the API Key for other API EPs.

Reserve DNI

Introduction

Introduction to voice integrations with PolyAI.

Integrate PolyAI voice agents with Amazon Connect.

Amazon Connect

Integrate PolyAI voice agents into your Twilio routing and handoff setups.

Twilio

How to plug the PolyAI Chat API into your product ecosystem.

Webchat and the Chat API

In-app chat

Enable WhatsApp messaging for your PolyAI agent.

WhatsApp

Automate room service and maintenance requests with HotSOS and PolyAI.

HotSOS

Add PolyAI agents to your OpenTable project.

OpenTable

Plug PolyAI agents into your Salesforce ecosystem.

Salesforce

Integrate Zendesk with your PolyAI agents.

Zendesk

Community

Blog

Create

Maintain

API reference

Integrations

Release notes

Request a demo

Follow this guide to prepare your agent for testing

Quickstart

Make sure you have created an account before you start development

Account creation

Discover the ways you can communicate with your agent using webchat, in-browser calling, or phone calls.

Agent chat

Use CSV, PDF, and URL to upload multiple knowledge base topics or variants

Imports

The standard comprehensive analytics dashboard.

Standard

Ensure your agent is dealing with risky conversations effectively.

Safety

Design custom dashboards to meet your business needs.

Custom

Monitor and review customer interactions.

Conversation transcripts and other information.

Review

Annotations

Understand the function calls, flows, intents, and entities your agent used during the call.

Diagnosis

Categorise calls using a custom LLM prompt and category set.

Assistant analysis

Manage realtime states for live handoff and call transcripts and recordings for analytics

Recordings and transcripts

Guide to managing and monitoring handoff states for transitions between agents and live agents.

Handoff States

Retrieve and synchronize conversation metadata using the List Conversations API.

List conversations

Access and analyze conversation transcripts for compliance, quality assurance, and reporting.

Studio transcripts

AWS S3 integration

This document explains what RAG is, how it works, and why we use it to enhance our GenAI capabilities.

Set up handoff destinations for your agent to route calls during conversations.

Handoff

Set up SMS templates and connect your Twilio account to send messages through your agent.

Use flows for important, structured interactions.

Use this reservation confirmation flow as an example.

Example flow

Prepare your agent to hear types of user inputs.

ASR biasing

Transition functions are tied to each flow

Transition functions

Managing transition functions

Use example-driven prompts inside flow steps to improve accuracy and reduce ambiguity

Few-shot prompting

The `Flow` object exposes useful information about the current flow and allows transitioning between steps in the flow.

Object

Comprehensive guide to creating a function in the agent main page.

Create function

Overview of what library can be imported in functions

Libraries

Start function

End function

Return values

Add filler phrases to your high-latency functions and avoid long silences.

Delay control

Variables

Using functions inside your voice agent's knowledge base.

Using functions

Ensure key phrases are picked up by the language recognition model and correct faulty transcriptions.

Ensure your agent's responses maintain safety and brand adherence.

Set and edit your agent's global rules, model, personality, and fixed greeting line.

About

Determine which GPT model to use with your agent.

Model

Set global rules and customize text-to-speech pronunciations for your agent.

Behavior

Rules

Set up multiple versions of your agent so that it is ready to speak more than one language.

Multi-language

Optimize agent audio quality and response latency.

Manage assistant versions, testing, and deploying updates.

The deployment pipeline

Use side-by-side diffs to track changes to the knowledge base between and within versions.

Tracking changes

Introduction to the Voice section, highlighting PolyAI's leadership in voice technology

Edit the voice settings of an existing agent in Agent Studio

Configuration

The voice tab

Guidelines for selecting the right voice for your agent, backed by PolyAI's expertise.

Choosing a good voice

Multi-voice

Use more than one voice

Information about custom voice requests for enterprise customers.

Custom voice

Configure and manage multi-site setups for tailored customer interactions.

Guide to integrating telephony services with your agent

Purchase phone numbers directly from the PolyAI Agent Studio

Buy a number from PolyAI

Introduction to the Users Management feature and its benefits for collaboration.

Overview of roles and permissions available in the workspace.

Role permissions

Step-by-step guide to inviting users to your workspace.

How to invite users

Integrate with the Five9 multi-tenant SIP trunk for call routing and management.

Symptom	Likely cause	Quick fix	Where to look
My edit isn’t live	You saved in Sandbox but didn’t promote.	Promote the new version in Environments & versions.	Environments & versions ↗
The bot still uses the old answer	Cached variant or conflicting topic.	1) Clear your browser cache / soft-reload. 2) Check if another topic has similar sample questions and higher priority.	Knowledge base ↗
Calls aren’t transferring	Wrong number format, SIP error, or firewall.	Confirm Route starts with `+` and country code. If SIP, double-check URI and headers. Test in Sandbox first.	Routing and handoffs ↗
Analytics show zero calls	Dashboard filtered to the wrong environment or date.	Switch environment to Production and widen the date range.	Dashboards overview ↗
CSV import failed	Header names or file encoding off.	Re-export a fresh CSV, copy-paste rows, save as UTF-8, re-import.	CSV imports ↗
I can’t edit anything	Read-only permissions.	Ask a project admin to grant you Editor in User management.	Invite users ↗
Audio is silent or distorted	Voice config mismatch or bad network.	Check Voice → Config for the correct TTS voice. Test your network or try another device.	Voice config ↗
Agent answers a totally different question	Mis-matched topic or ASR error.	Review the conversation, tag Wrong transcription or Missing topic, and fix accordingly.	Conversation review ↗

Maintain

​When to escalate

When to escalate