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Documentation Index

Fetch the complete documentation index at: https://docs.poly.ai/llms.txt

Use this file to discover all available pages before exploring further.

Phone is how customers reach your agent by voice. PolyAI gives you two voice transports – pick whichever fits the moment, or run both side by side. Same agent, same voice, two routes in.
NumbersWeb Calling
What it isA real phone number (PSTN) your customers dialA “Talk to our agent” button on your website
How customers reach itThey call from any phone, anywhereThey click on your site – no number to dial, no app to install
Underlying transportSIP / PSTNWebRTC over the visitor’s browser
Best forExisting call-center workloads, support hotlines, ad-driven inbound, anyone without a websiteWebsite conversion, demos, pilots, embedded sales / support flows
Cost shapePer-minute carrier minutes, plus number rentalNo PSTN minutes – runs on your existing site infrastructure
Time to launchHours-to-days (number provisioning + porting/SIP)Minutes (paste a script tag)
Both transports run the same agent – same conversation logic, same voice, same flows. Switching a customer from one to the other doesn’t require a separate build.

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When to use which

Reach for Numbers when:
  • Customers find you off-site (search, ads, business cards, IVR menus).
  • You’re replacing or augmenting an existing call center.
  • You need omnichannel reach beyond the website.
Reach for Web Calling when:
  • You want to capture intent on your website at the point of need.
  • You want a low-friction demo or pilot path without provisioning a real number per project.
  • You want voice as a CTA on landing pages, product pages, or in-app help.
You don’t have to choose. Most teams ship Numbers for inbound from the wild and Web Calling as a website CTA, both routing to the same agent.
Web Calling is a website voice entry point that complements your existing phone channel. It’s not a replacement for phone support, and v1 doesn’t include live-agent, voice-to-chat, or chat-to-voice handoffs. See Where Web Calling fits today for rollout guidance on browser, mobile, and consent considerations.

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Channels under Phone

Numbers

Buy a phone number, route inbound calls, and integrate with carriers like Twilio.

Web Calling

Embed a one-click voice widget on your website using the visitor’s browser.

Voice & speech

Configure how your agent sounds and listens – TTS voice, ASR, response control.

Chat

Add a text-based chat widget for customers who prefer typing.
Last modified on May 18, 2026