Methods
Handoff states
Manage real-time state sharing for conversation handoffs between automated systems and live agents.
List conversations
Retrieve filtered lists of conversation transcripts with metadata and identifiers via the Conversations API.
Studio transcripts
Access conversation transcripts and recordings directly in Agent Studio.
AWS S3 integration
Sync transcripts and recordings to your own AWS S3 bucket for long-term storage.
Use case table
| Tool | Purpose | Provides audio? | Provides text (transcripts)? | Best use cases |
|---|---|---|---|---|
| Handoff States | Monitor and trigger real-time state transitions for handoffs between automated and live agents. | No | No | Ensuring communication during handoffs. Not for audio or transcript retrieval, but critical for conversation flow. |
| List Conversations | Retrieve filtered lists of conversations with metadata and transcript IDs. | No | Yes | Ideal for monitoring, reporting, or linking transcripts to external systems for further analysis. |
| Transcripts | Access and review conversation transcripts and recordings directly in the PolyAI UI. | Yes (No download) | Yes | Quick manual review for quality assurance, compliance, and performance analysis. Not suitable for bulk handling. |
| AWS S3 Integration | Sync recordings and metadata to your AWS S3 environment for scalable storage and analysis. | Yes (Downloadable) | Yes | Large-scale or long term storage needs, especially for compliance-heavy industries requiring both audio and transcripts. |
- Audio only: Use transcripts for quick access or a customized AWS S3 integration with downloadable audio files.
- Text only: Use list conversations to retrieve transcript IDs and link them to conversation data. Portal transcripts also provides manual access to text.