PolyAI

Overview

PolyAI is an enterprise platform for voice and chat agents built in its Agent Studio. Besides phone calls, one agent can run over web chat, email, SMS and RCS. SMS and RCS run on Twilio numbers that PolyAI provisions and manages, or on your own numbers moved into Twilio. The docs say SMS and RCS currently cover transactional use cases, with marketing campaigns coming soon.

Key features

• Two-way SMS: customers text the agent's number, or your CRM opens a reply-enabled thread through the outbound SMS API
• RCS with a verified brand sender, images, video, rich cards, carousels and location pins, falling back to SMS
• One number for voice and SMS
• Handoff of SMS and RCS threads to Salesforce, Zendesk, NICE CXone, Amazon Connect, Webex and Five9
• STOP and HELP handling, opt-in checks, blocklists and rate limits
• ISO 27001, SOC 2 Type II and GDPR, plus HIPAA and PCI DSS where relevant

Pricing

Not published in the docs. They say you can sign up at studio.poly.ai and build a first agent free.

How it compares to Linq

PolyAI offers SMS and RCS but no iMessage; Linq adds iMessage on top of RCS and SMS. PolyAI's own agent writes the replies, while Linq delivers messages to your agent code through webhooks. PolyAI's core product handles phone calls, which Linq's API does not place or answer. Both report SOC 2 Type II.

Best for

Enterprises running PolyAI voice agents that want the same agent to answer customer texts.

Sources

• docs.poly.ai/llms.txt
• docs.poly.ai/home.md
• docs.poly.ai/get-started/quickstart.md
• docs.poly.ai/messaging-channel/sms-and-rcs/sms.md
• docs.poly.ai/messaging-channel/sms-and-rcs/rcs.md
• docs.poly.ai/api-reference/messaging/sms-and-rcs-api/introduction.md
• docs.poly.ai/api-reference/messaging/sms-and-rcs-api/rcs.md
• docs.poly.ai/legal/compliance.md