Routing and handoffs

If the agent can’t finish a caller’s request, it should hand off the call to a human or another system. You can update these handoff destinations yourself.

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Edit an existing destination

1. In the sidebar, select Call handoffs.
2. Hover over the destination you want and click Edit.
3. Change the Number / SIP URI or Description.
4. Save.
5. Make a quick test call in Sandbox and confirm the transfer works, then promote your version.

Common use cases:

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Add a new handoff destination

1. Click Add handoff.
2. Fill in:
   • Name — e.g. “VIP host desk”.
   • Method — leave SIP REFER unless your telephony team says otherwise.
   • Route / Number — +1XXXXXXXXXX or a SIP URI.
   • (Optional) SIP headers if your PBX needs extra context (see next section).
3. Add → test → promote.

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Add SIP headers (optional)

SIP headers let you pass metadata — account ID, language, VIP flag, etc.

1. While creating or editing a destination, click Add SIP header.
2. Enter a header name (custom headers start with X-).
3. Enter a value, or use a variable such as $caller_id.
4. Save.

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Using your own Twilio number

If you bring your own Twilio DID:

1. Connect Twilio under Telephony → Twilio (enter Account SID + Auth Token).
2. In Twilio, point the number’s Voice webhook at your agent URL.
3. Back in Call handoffs, use that number as the Route field.

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Test before you ship

1. Call the Sandbox number.
2. Trigger the scenario that should transfer.
3. Confirm the call operates how you are expecting.
4. Promote the new version to Production.

If the transfer fails, double-check:

• Number format (+ and country code)
• Firewalls or other rules on the destination side
• SIP header spelling

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When to escalate

Get in contact with platform-support@poly-ai.com if:

• You need more conditional logic the UI express
• The destination uses a non-standard SIP method
• You are seeing 4XX/5XX SIP errors